Introduction of RMA functionality

Background

Many customers and prospects increasingly find themselves under significant

pressure to constantly improve their service to their customers. To constantly
improve levels of service, users need to evaluate how they are doing and where
weaknesses lie within their products, with the understanding that their customers
are the ultimate Quality department and process for products. One of the only
tangible ways to actually take measurement of product issues is to track and report
on any returns of products, for whatever reason. This tracking and ultimate analysis
of products being returned is commonly know as Return to Merchant Authorization
or RMA for short. This is particularly true for companies that are ISO9000:2000
accredited as this process forms a vital part of their quality manual and procedures.
To perform these standards monitoring, the company is required to track returns
with the use of uniquely identifiable numbers and reasons.
When a customer purchases a product, they may find that it is defective, the wrong
item, the wrong color etc. etc. and as a result, they may wish to return the product.
No one can simply allow anyone to return anything and as such, there is an
Authorization process associated with a RMA, on an elective basis. To achieve this,
a customer would call up and request a RMA Number.

What has been changed

Order settings
1. A new number setting is added for RMA Orders. (settings, number settings):
This needs to be set manually by the user. By default the first RMA number is 1.
When starting the RMA order screen for the first time, the system will ask to default
the number or to set the RMA number manually.
2. Whether or not RMA orders should be authorized is determined by a setting
added (by default disabled)

Reason codes
(Menu path: SAR)
Every returned item requires a reason for the return. These are user defined:
RMA order entry
(Menu path: OBR)
The entry screen is quite similar to the normal sales order entry screen. The sales
order number is replaced by the RMA number, the order debtor and the invoice
debtor are visible, as well as the warehouse in which we can expect the return. The
items are received normally into a RMA warehouse and then inspected, after which
they may be transferred to regular inventory, or scrapped/ destroyed.
In the conditions screen, the payment terms as a result of the return can be
viewed, however they cannot be edited.
In the lines the details of the return can be specified. At the item code field [F5]
can be used to browse on items (just like normal sales order entry), button [F4]
opens the following browser:

Sales order
Choose from sales order lines that are completely delivered (so this will support the
return of sales order lines with Bill of material lines) or

Fulfillment

Choose from actual fulfillment lines (like current implementation of the

return screen). Be aware that system will not check on whether an item is
returned before or not. There is no validation in the 'fulfillment' return
browser list only (means system allows user to RESELECT the same serial
item even that serial item is returned before). But when user clicks on
'return' work flow and click 'process' button, system will prompt : 'already
used: serial number' and system will not allow to return again (means there
is validation control during process stage).
After selection of the return line, system will default the quantity to be returned
from the selected line. User can change this quantity (enter as positive). Depending
on the Return Policy within the company, the following scenario’s will be supported:

a) Credit to Account
The customer may simply elect to take a credit for the return, and ships the
product back to you. The product is received and the account is credited and
inventory is adjusted, after an inspection process. Typically, incoming items
from RMA’s first go into a RMA warehouse where inspection is carried out
Order lines settings: “To be received” checked, “Credit note” checked
b) Credit to Account – Do not return goods
Depending upon the value of the item in question, the customer may require a
credit, and you request that they NOT send it back. This option happens a great
deal today, as the shipping costs can sometimes way exceed the value of the
item. In this case, the AR is credited and nothing is done with the inventory.
Order lines settings: “To be received” unchecked, “Credit note” checked
c) Return Goods and Re-Ship on Existing Order
The customer may decide that they wish the item to be replaced, in which case
they ship the goods back to you, and you re-ship them a replacement product,
on a new Sales Order, linked to the provided RMA Number.
Order lines settings: “To be received” checked, “Credit note” checked.
Followed up by generating a new sales order from the RMA order
d) Return Goods and Re-Ship with new Invoice
In some instances, an item will come back, and a Credit will be passed and a
different item be shipped and billed in return. This requires a new Order
number, New Invoice and RMA number, all linked with one another.
Order lines settings: “To be received” checked, “Credit note” checked
Followed up by generating a new sales order from the RMA order

When the “Credit note” is unchecked, the discount will be set to 100% at the same
time.
At least one of the 2 fields (“To be received” or “Credit note”) should be checked.
Otherwise there is no use to register the RMA order line at all.

Reason code
For every return a reason code need to be linked.

Flowchart
After the RMA order is created the order can be authorized via the flowchart (in
case user has menu rights for OBF).
Next step in the process can be either:
 Return: in case items in the order lines are “To be received” and user
has access to menu path IBC, returns screen can be started from here
 Print: in case items in the order line have “Credit note” checked, and
user has access to menu path OBG, then the credit note screen can be
started
 Order: when an order will be reshipped or a replacement item will be
send to the customer then an order can be created from the flow chart.
This will have a connection automatically to the RMA order. The sales
order is a normal sales order and has its normal process.
As mentioned in the steps above, the functions are accessible from the menu as
well (for all menu paths, a dual mode is introduced):
RMA Order authorization – Orders, Entries, Authorization (OBR)
RMA Order Return – Purchase, Entries, Receipts (IBC)
RMA Credit notes – Orders, Entries, Print / process (OBG)
Overview (OAR)
An overview is available dedicated for RMA orders.