RMA Issues and Receipts

Toolbar and menu

Field	Description
File
Cancel RMA	Select this to cancel the RMA. This option is only enabled if all RMA lines are in a status of 1 (Open) and there are no cross shipments on the RMA. You cannot cancel an RMA if any line has been received.
Edit
Add line	Select this to use the Return Merchandise Line Details program to add a new line to the RMA.
Change line	Select this to change an existing RMA line.
Cancel line	Select this to cancel the currently highlighted RMA line. This option is only enabled for RMA lines in a status of 1 (Open). When you maintain an existing RMA and you cancel all lines on the RMA, the RMA is set to a status of 9 (Complete) when you select the End RMA function. The RMA header details can still be viewed using the RMA Query program until it is purged by the RMA Purge program. You cannot select this function if you are denied access to the activity: RMA Cancellation (Operator Maintenance).
Receipt	Select this to process a receipt against the RMA (see Return Merchandise Receipt).
Functions
RMA Entry	Select this to capture a new RMA.
RMA Maintain	Select this to change the details for an existing RMA.
Options
Preferences	Configure default settings that must apply when processing RMAs (see Preferences).
Query
Customer Query	Use the Customer Query program to view details for the customer specified.
Customer	Indicate the customer against whom you want to process an RMA issue.
New	Select this to enter a new RMA issue.
Add Line	Select this to use the Return Merchandise Line Details program to record details about the item that is being returned.
RMA Number	Indicate the RMA number that you want to maintain, or the RMA number against which you want to process a receipt. You can select the Browse icon to use the RMAs Issued program to view the RMAs issued to customers.
Notes	Use the Text Editor program to add free format text to the RMA.
End RMA	Select this to use the End RMA Receipt program to close off the RMA.

Return Merchandise Header

Field	Description
RMA number	This indicates the RMA number you are currently maintaining.
Entry date	Indicate the date on which you are capturing the RMA issue. This defaults to your current system date.
Status code	This indicates the status of the RMA (see RMA Statuses).
Order branch	This indicates the branch applicable to the RMA Issue. The default value is the branch defined against the customer.
Area	This indicates the geographic area applicable to the customer for this RMA Issue. The geographic area assigned to the customer is displayed by default. A valid geographic area code must be entered if you selected the option: Tax by geographic area (Tax Options - General tab), or the geographic area is defined as part of your General Ledger integration (General Ledger Integration - Sales Interfaces).
Ordered by	You use this field to enter the Order type. Order types are maintained using the Browse on Order Types program. If the setup option: Validate order type is selected (Sales Order Setup - General 2 tab), then you must enter a valid order type in this field. This field defaults to the order type defined against the customer (AR Customer Maintenance). If this is not defined, then it defaults to the Default Order type defined for Sales Orders (Sales Order Setup - General 2 tab). If the first line added to the RMA has an original invoice attached, then the order type defined against the invoice is displayed in this field. If you generate a sales order or a credit note, then the order type entered here is used for these transactions. This is the default wording for this field, but is replaced by whatever wording you defined for the Order typePrompt field (Sales Order Setup - General 2 tab).
Special instruc	Indicate the message that you want to print on order documents for the customer. If you have defined special instructions against the customer then this is displayed here by default.
Alternate key	Enter the alternate key for the RMA. The alternate key you enter in this field depends on the alternate key you selected at the Default alternate key option (Sales Order Setup - General 2 tab). These keys are: Geographic area, Warehouse and Branch. If the setup option: Alternate key mandatory is selected (Sales Order Setup - General 2 tab), then you must enter a valid alternate key in this field. If you generate a sales order or a credit note, then the alternate key entered here is used for these transactions. This is the default wording for this field, but is replaced by whatever wording you defined in the Description for alternate key field (Sales Order Setup - General 2 tab).
Service ticket	This indicates the CRM service ticket allocated at the time of creating an RMA from the CRM link.
User defined	Capture your own user-defined information for the RMA. You can configure your own wording for this prompt using the RMA Setup program. In addition, you can specify that entry at this field is required before you can continue.
Contact	This indicates the name of the contact for the customer.
Telephone	This indicates the customer's telephone number.
Fax	This indicates the customer's fax number.
Tax	The Tax Information section enables you to view the tax status of customer against which you intend processing RMA documents.
Tax status	This indicates the tax status (i.e. Taxable, Non-Taxable or Exempt) of the customer for this RMA Issue.
Exemption number	This field indicates the customer's tax exemption number, if applicable.
Ship to address	Select this to amend the current delivery address details to which goods will be shipped for the customer. This defaults to the Ship to Address held against the customer (AR Customer Maintenance).
Ship to name	This indicates the name and address of the customer selected for the RMA Issue. You can change the name if the Ship to name differs from the name defined against the customer (AR Customer Maintenance). The default address defined against the customer is displayed, but can be changed. This is the address that must be used for the RMA Issue. The system automatically displays the customer's address, excluding the postal/zip code. If no Ship to address is defined (or you need to enter a different address) you can enter the applicable address here. The ship address assigned to the customer is used when you query or print an RMA document. If you change the customer's ship address details for a particular RMA Issue, then the information held against the RMA Issue is used when querying or printing that RMA document.
Postal/zip code	This indicates the postal/zip code of the Ship to address defined against the customer.
Geolocation	This indicates the geographic location of the address in terms of longitude and latitude and includes a hyperlink to the map directions. An additional hyperlink is available (Resolve GeoLocation from address) to resolve addresses using the long or short name.
Language	If you enabled the Multi-language for document printing setup option (System Setup) then you can indicate the language code to use (see Multi-language capability).
Multiple ship address	Select this to use the Multiple Ship to Addresses Quick View program to view all multiple ship to addresses for the customer.

RMA Statuses

This table indicates the possible statuses for a RMA.

Status	Description
<Blank>	This status is applied when entering a new RMA, before the RMA number is allocated.
<1>	Open RMA. This status is applied when you select to end a new RMA.
<X>	Open RMA with cross-shipment. This status is applied after ending an RMA that has a cross-shipment against at least one line.
<2>	Partially open RMA. This status is applied when an RMA contains open and complete lines.
<9>	Complete RMA. This status is applied when an RMA contains complete lines.

Customer Information

This displays information relating to the customer for which the return merchandise is being processed.

Return Merchandise Lines

This listview displays details of the RMA lines for the RMA.

You can typically use your right mouse button within the listview to select one of the following options:

Add Line (see Return Merchandise Line Details)
Change Line (see Return Merchandise Line Details)
Cancel Line
Receipt Line (see Return Merchandise Receipt)

The following information is included in the listview:

Column	Description
Stock code	This indicates the stock code that was received.
Line	This indicates the line number of the RMA Issue that was received.

Return Merchandise Receipt

These panes are displayed when you select the Receipt option from the Edit menu or you select the Receipt Line option from within the Return Merchandise Lines listview.

You cannot process a receipt into warehouses to which you have been denied access (Operator Maintenance - Security). This applies to receipts processed for credit notes, inspection and fix in-house, and to sales orders that are generated for cross shipments or exchanges.

Field	Description
Action History	Select this to use the Return Merchandise Receipt History program to view RMA Receipt history for the current RMA.
Save	Select this to save the information you entered for the RMA receipt.
Close	Select this to ignore any information you entered and to return to the previous screen.

Receipt Line Details

Field

Description

Qty received

Indicate the actual quantity received from the customer.

Qty received u/m

This indicates the unit of measure for the quantity in the Qty received field.

Revision

Enter the revision level for ECC controlled items.

This function is only enabled if:

you selected the setup option: Prompt for rev/rel at issue (RMA Setup - General tab).
the stock code you entered is defined as ECC controlled (Stock Code Maintenance - Tracking tab).

Revision is the default wording for this function, but is replaced by whatever wording you defined against these user defined fields (Bill of Materials Setup - Engineering Change Control tab).

Release

Enter the release level for ECC controlled items.

This function is only enabled if:

you selected the setup option: Prompt for rev/rel at issue (RMA Setup - General tab).
the stock code you entered is defined as ECC controlled (Stock Code Maintenance - Tracking tab).

Release is the default wording for this function, but is replaced by whatever wording you defined against these user defined fields (Bill of Materials Setup - Engineering Change Control tab).

Problem code

This indicates the code that identifies the problem with the item returned by a customer (see Browse on RMA Problem Codes).

Problem notes

Select this to use the Text Editor program to add free format text relating to the RMA problem.

Action

Indicate an action to the receipt process. By default, the receipt action specified within the RMA Setup program is displayed here, but you can select a different action.


	You can selectively deny operators access to these actions using the Activities function (Operator Maintenance).

Refer to Receipt Actions and Associated Effects for additional information on the effects of the various receipt actions.

Received/Authorized Quantities Differ

This screen is displayed when the authorized quantity is different from the receipt quantity entered.

Field	Description
Please select one of the following actions:
Adjust to the authorized quantity	Select this to adjust the received quantity to the value held against the Authorized quantity field.
Adjust to the received quantity	Select this to adjust the authorized quantity to your entry at the Received quantity field.
Create new RMA line for the difference	Select this to indicate that a new RMA line must be created for the difference between the authorized and received quantities.
OK	Select this to process continue processing the receipt line according to the selection you made.
Cancel	Select this to return to the previous screen.

Credit Note Details

This pane is displayed when you select the Credit option against the Action field.

When you select to save the information you entered, if the setup option: Ask reason code when entering new credit notes is selected (Sales Order Setup - General 3 tab), then you are prompted, and must enter, a valid reason code for the credit note.

In addition, if the stock item is traceable, serialized or multiple bins are in use, then you use the Lot, Bin, Serial Allocations program to de-allocate the lots, bins and serials for the item being credited.


	When you process a credit note and you return an item to stock, the item is returned to stock at its current cost in the warehouse to which it is being returned, regardless of the source of the credit.

Field

Description

Inventory actions

Restock

Select this if the returned item will be returned to stock.

At the time of ending the RMA, this option creates a credit note. Once the credit note is invoiced, the stock is returned to inventory and a credit is reflected against the customer's account.


	The item is returned to stock at its current cost in the warehouse to which it is being returned.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account.

You will be unable to restock an item with a part category of P - Planning Bill or G - Phantom Part (Stock Code Maintenance - Descriptive tab).

Repair

Select this if the returned item must be repaired/refurbished before being returned to stock.

This option only applies when the Work in Progress module is installed.

This creates a works order for the item to be repaired and a credit note when ending the RMA. There will be no quantity for the credit note, as the returned merchandise is repaired and not returned to stock. Once the credit note is invoiced, a credit is reflected against the customer's account.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account. The returned merchandise is added back in to inventory when the repair job is received.

Scrap

Select this if the returned item will not be returned to stock and will be written off.

This option creates a credit note when ending the RMA. There will be no quantity for the credit note as the merchandise has been scrapped. Once the credit note is invoiced, a credit is reflected against the customer's account.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account.


	You cannot scrap a kit item if the kit type is defined as Kit type (Stock Code Maintenance - Sales tab).

Restock kit item

Select this if the item being returned is an assembly that will be dismantled and its components placed into stock.

For kit items with a kit type of 'S' (Sub type) or 'F' (Finished type), you can only select the parent part and not the individual components of the kit. For kit items with a kit type of 'K' (Kit type) you can select the parent part or one or more of the components of the kit. Before you can end the RMA, you must indicate the components that must be restocked. You can only exclude or change the quantity for optional components.

From the End RMA Receipt screen, you can select to maintain and print the credit note on-line. Once the credit note is printed, a credit is reflected against the customer's account and the components are returned to stock.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then an open credit is reflected on the customer's account.

If the RMA is processed against an existing invoice created from a sales order, then the header details of the sales order are transferred to the header details of the credit note. If you create a RMA credit note that is not based on an existing invoice, or you create a cross shipment or an exchange, then the system treats the RMA credit as a new order.

Warehouse

Indicate the warehouse into which the returned merchandise will be received. If you did not specify an invoice, then this defaults to the receiving warehouse configured within your setup options (RMA Setup). Otherwise, the warehouse held against the invoice is used.


	This field is displayed only if you selected the Restock option at the Inventory actions field.

If you selected the Repair option at the Inventory actions field, then you use this field to indicate the warehouse that must be used to complete repairs to the returned merchandise.

Price

Indicate the price of the returned merchandise.

If you selected to process an RMA against a customer invoice, then this defaults to the price of the original invoice. Otherwise it defaults to the customer's price for that item.

If the price entered exceeds the price on the original invoice, you will need to enter the password to accept the higher price if a password is defined against the option: S/Order RMA Allow credit in excess of original invoice (Password Definition).

Unit cost

This indicates the unit cost of the item.

Original warehouse

This indicates the original warehouse in which the item was stocked.


	This field is displayed only if you selected Repair at the Inventory actions field.

Line discount

Discount percentage

Select this to indicate a discount percentage to apply to the order line.

Total discount value

Select this to indicate a discount value to apply to the order line.

Unit discount value

Select this to subtract a discount calculated per unit of measure for the stocked or non-stocked items in the order line.

Discount percentages

Less/Plus

Indicate whether the percentages must be added to or subtracted from the order line (i.e. whether the percentages represent a surcharge or a discount).

Percentage 1 - 3

Enter up to 3 chained discount percentages to apply to the sales order line.

Discount value

Value

Indicate a discount value that must be deducted from the total order line value. This is the discount value that applies to one unit of measure as defined in the Discount uom field below.

Discount uom

Indicate the unit of measure applicable to the discount value.

Order discount percentage

Order disc Less/Plus

Indicate whether the percentages must be added to or subtracted from the order total (i.e. whether the percentages represent a surcharge or a discount).

Order discount 1 - 3

Enter up to 3 chained discount percentages to apply to the sales order total.

Fix In-house

This screen is displayed if at the Action field you select: Fix in-house and you have enabled the option: Create job (or Both) at the For fix in house field (RMA Setup). This only applies when the Work in Progress module is installed.

Field	Description
Repair details
Create non-stocked job	Select this to create a non-stocked job after receiving the RMA. If you deselect this option, then the works order created will be for the stocked item, with a manual date and no material or labor. If the option: Jobs confirmed by default is not selected (WIP Setup - Job Creation tab), then a message is displayed indicating that the job will be created as confirmed if you proceed.
Non-stocked code	Indicate the non-stocked code required.
Warehouse for repairs	Indicate the default warehouse to use for the repairs.
Estimated labor cost	Indicates the estimated labor cost to repair the returned goods.
Estimated material cost	Indicate the estimated material cost to repair the returned goods.
Save	Select this to save the information you entered and to return to the previous screen.
Close	Select this to ignore any information you entered and to return to the previous screen.

Stock Line Information

Column	Description
Line number	This indicates the line number of the RMA Issue that was received.
Qty authorized	This indicates the original quantity entered at the time of capturing the RMA Issue.
Qty authorized u/m	This indicates the unit of measure for the quantity in the Qty authorized field.
RMA type	This indicates the type of RMA that was assigned at the time of capturing the RMA Issue.
Invoice	This indicates the invoice number of the RMA Issue that you are processing.
Serial number	This indicates the serial number assigned to the stock code.
Updated by	Indicates the operator who last updated the RMA receipt and the date and time the RMA was last updated

Stock Code Information

The stock code information in this pane relates to the item for which you are currently processing the receipt.

Receipt Actions and Associated Effects

The following table indicates the effects of processing the various receipt actions:

Receipt Action	Inventory Action	Net Effect	Effect on Stock	Effect on Customer	Job Type
Archive		RMA closed. No action.			Not applicable.
Credit	Re-stock	Credit note generated for stock item being returned (could be appended to existing credit note for other lines on the same RMA).	Item is receipted back into stock at the time of invoicing the credit note.	Credit note issued to customer. Credit note may or may not be linked to an invoice.	Not applicable.
	Repair	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). Job created for repair of stocked item.	Item is added back into stock when the job is complete.	Credit note issued to customer. Credit note may or may not be linked to an invoice.	Stocked job with allocation and issue created for the stocked item being returned at the cost of the item.
	Scrap	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).	No effect on stock, as item is scrapped.	Credit note issued to customer. Credit note may or may not be linked to an invoice.	Not applicable.
	Re-stock components	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).	Components are optionally receipted into stock at the time of ending the RMA (not invoicing the credit note).	Credit note issued to customer. Credit note may or may not be linked to an invoice.	Not applicable.
Exchange	Re-stock	Credit note generated for stock item being returned (could be appended to existing credit note for other lines on the same RMA). Sales order generated for item being exchanged (could be appended).	Item receipted back into stock at the time of invoicing the credit note. The exchange item is issued out of stock at the time the sales order is invoiced.	Credit note issued to customer. Credit note may or may not be linked to an invoice. New invoice generated for exchange sales order.	Not applicable.
	Repair	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). Job created for repair of stocked item. Sales order generated for item being exchanged (could be appended).	Item is added back into stock when the job is complete. The exchange item is issued out of stock at the time the sales order is invoiced.	Credit note issued to customer. Credit note may or may not be linked to an invoice. New invoice generated for exchange sales order.	Stocked job with allocation and issue created for the stocked item being returned at the cost of the item.
	Scrap	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). Sales order generated for item being exchanged (could be appended).	No receipt as item is scrapped. The exchange item is issued out of stock at the time the sales order is invoiced.	Credit note issued to customer. Credit note may or may not be linked to an invoice. New invoice generated for exchange sales order.	Not applicable.
	Re-stock components	Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). Sales order generated for item being exchanged (could be appended).	Components optionally receipted back into stock at the time of ending the RMA (not invoicing the credit note). The exchange item is issued out of stock at the time the sales order is invoiced.	Credit note issued to customer. Credit note may or may not be linked to an invoice. New invoice generated for exchange sales order.	Not applicable.
Fix in-house		Creates a repair job (stocked or non-stocked) and a return sales order for the item being repaired (stocked or non-stocked). The sales order has a backorder quantity for the quantity being repaired, with a zero price, unless the RMA type is Defective - Out of Warranty, in which case the price is the estimated material and labor costs.	For a stocked item only: the item is receipted into stock when the job is receipted and then issued out of stock to the sales order at the time the order is invoiced.	If the RMA type is Defective - Out of Warranty, then the customer is charged via an invoice for the job costs.	Creates stocked or non-stocked job with an allocation and issue of the item returned. For a stocked job, the item is issued at its cost held on file. For a non-stocked job, the item is issued at zero cost. The Expected Material and Operations costs are updated by the Estimated labor and materials routine. No allocations. For a non-stocked job, the Part Billing releases the sales order line from backorder into ship (qty in Part Billing) and attaches a cost of the line to the part billing cost. For a stocked job, the Job Receipts program receipts the item into stock at the cost of the job and the backorder quantity is moved to ship on the sales order.

Preferences

You use the Preferences option from the Options menu to configure default settings that must apply when processing RMAs.

Field	Description
Options	Your selection against these options is checked when you end an RMA. Quantities for sales orders generated are placed on backorder accordingly.
Automatically put cross shipment order quantity into back order	Select this if you want to automatically put the order quantity into back order on the sales order you create when processing a cross shipment.
Automatically put exchange order quantity into back order	Select this if you want to automatically put the order quantity into back order on the sales order you create when processing an exchange on an RMA receipt.
Retain user defined field when adding lines for a single RMA	Select this to retain the user defined information you entered for the first line of the RMA for all subsequent lines added to the RMA. When you change a user defined field for a line and save the line, the entries in those user defined fields are used for subsequent lines added. When you maintain a previously created RMA and add a line, the contents of the user defined fields on the line last added to the RMA are used for the new line.
Save	Select this to save your selections against your operator code.
Close	Select this to save your selections for the current run of the program only and to return to the previous screen.

Notes and warnings

Restrictions and limits

Reserving stock is currently not supported in RMA.
You can only issue a kit item if you selected the setup option: Single level Bill of Materials required (Sales Order Setup - Details).
You can only maintain RMAs for salespersons to whom you have not been denied access (Operator Maintenance - Security).