Return Merchandise Authorization (RMA) Processing
General Information
This screen enables you to create a
Return Merchandise Authorization (RMA) number for a customer
return. An RMA is essentially a preformatted request from a
customer to return specified items as well as a shipping refund (if
any). You can report on pending RMAs and returns in the RMA Report on the Inventory submenu of
the Reports menu. By creating daily reports of pending RMAs, you
can keep your warehouse staff informed about expected returns from
customers.
Note: In M.O.M., you don't have to
process returned items using RMAs. As an alternative to creating
and processing an RMA, just use the  button on the Order Tool bar to
return the item and issue a credit. See Item Edits.
How to Use the Screen
There are two (2) steps to RMA
Processing. 1.) When the customer requests a return or exchange,
you create the RMA. 2.) When the customer actually returns the item
you process the return. This screen is used for both of these
tasks.
Creating an RMA
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The screen displays the entire contents
of the order. For each item being returned, enter the number of
items being returned in the RETURN QTY field and press the ENTER
key to select a reason for the return.
Note: To select the serial numbers to
be returned when returning a serialized item, it must be entered on
the item's original order and the return code must return the item
to inventory.
-
Use the pull-down menu and select a
REASON for the return. Return reason codes are setup and maintained
in the Maintain Global Parameters function.
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After the two steps above have been
completed for all items being returned, enter an EXPIRATION DATE
(if any) to indicate when the RMA expires and a SHIPPING REFUND (if
one applies).
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In the large open INFORMATION field,
enter any additional free-form comments to describe some special
aspect about the return.
-
Press SAVE and M.O.M. issues the RMA
number and displays the number on a pop-up screen. This is the
number that you give to the customer if the customer is on the
phone. You should inform the customer that he or she should write
this number on the box being returned as well as any other
paperwork accompanying the return. The RMA number can be used for
Order Lookup when the RMA is processed.
-
Optionally, before you SAVE and exit
the order, you can create and issue UPS call tags for the return by
entering the CALL TAG item in the order review screen and assigning
the call tag to the package with the item(s) being returned. See
the chapter on Reviewing and Changing Orders in your User Reference
Guide for more information.
Note: You can issue more than one RMA
per order if necessary. For instance, a customer may request to
return some items on one date and others on another date. The same
procedure above applies. M.O.M. automatically creates separate RMA
numbers for each RMA requested. The RMA # list box at the top of
the screen indicates which RMA is currently being displayed on the
screen.
Processing an RMA
When the customer actually returns the
item(s) to you, this screen is used to inform M.O.M. about the
return.
-
Make sure that the RMA # list box is
currently showing the correct RMA number.
-
Make sure that all of the RETURN QTY
amounts actually match the amounts returned by the customer. If the
amounts differ, change the RETURN QTY amounts accordingly.
-
After double checking everything on the
RMA screen, press the PROCESS button to return to the Order Review
screen.
-
M.O.M. indicates that the return has
been processed by adding a separate line item for the returned
items with a RT status next to each returned line item. A
credit is issued accordingly.
-
Optionally (for Advanced Warehouse
Module Users), select the returned line item(s) to choose which bin
the items will be returned to.
Deleting an Unprocessed RMA
If a customer decides to keep the item
or never returns it to you, you can delete the RMA simply by pressing the DELETE button
on the RMA screen.
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