Handling Multiple Item Customer Returns

Use Customer Inventory Return Entry to handle entering multiple item customer returns. For example, at the end of a job, the customer returns leftover material to the warehouse. Instead of manually entering each item through Sales Order Entry, you can use the customer's history records to find the sales orders and enter the return quantities. This process creates cross references to the original sales.

Note: Orders containing Direct Through Stock, Credit Sales, or Progress Billing items do not display in the Customer Inventory Return queue.

This queue lets users filter and select those orders that have items for return for a customer. Use the header areas to define the sales order information for the return orders you are creating, select the orders, enter return quantities, and create the returns.

The system creates a single return based on the quantities entered for the products. How Eclipse Handles Returns from Customer HistoriesIf you want to create more return orders based on certain criteria from the original sales order, then you must set up the Default Customer Return Entry Settings control maintenance record. This control maintenance record allows you to define criteria, such as tax jurisdictions, from the original sales order. The system selects out those items and groups like items together on a single return order.

For example, you have six sales orders with return material. You set the Default Customer Return Entry Settings control maintenance record to create return orders based on the outside salesperson. Two of the original sales orders have JackM as the Outside Salesperson. The remaining three are all different outside sales personnel: LindaK, SamG, and PaulS. The system creates four return sales orders. If you have the When Creating A Return Order, Use Writer From Original Order control maintenance record set to Yes, then all four return sales orders will have the same user ID for the user creating the return.

To return products using customer history:

1. From the Orders menu, select Customer Inventory Return Entry to display the Customer Inventory Return Entry window.

2. In the Initial Return Information area, define the return sales order parameters for the return order you are creating.

   Field	Description
   Return Branch*	Enter the branch you want to use for returns. This field defaults to the terminal maintenance shipping branch and only displays the user's authorized branches.
   Customer*	Enter the customer for whom you are creating returns. The customer entered must be authorized for the return branch.
   Location	The system displays your default printer location as set in Terminal Maintenance. If not defined in Terminal Maintenance, users are prompted to select the location to use in this field. The system displays valid selections based on locations the set up in User Maintenance.
   Return Date	Enter the date of the return. The default is today's date.
   Sales Source	(View Only) The system displays your default sales source as set in Terminal Maintenance. If not set in Terminal Maintenance, users must select the sales source. The system validates the selections based on the set up in User Maintenance.

   * Required

3. In the Default Return Information area, define the returned goods information for the items being returned.

   Field	Description
   Return Type	Select a default return, if not already populated. If the Default Return Goods Quantity Typecontrol maintenance record is set, the system defaults to that setting.
   Reason for Return	Select a return reason, if not already populated. If the Require Reason For Return Codecontrol maintenance record is set to Yes, then the system requires this field to be populated. A red asterisk displays indicating it is required. If the Require Reason For Return Codecontrol maintenance record is set to No, then this field is optional. You can define return reasons in the Valid Reason For Return Codescontrol maintenance record.
   Restocking Price Fee %	Enter the percentage to be used to calculate a restocking charge for the products being returned. The Restocking Charge Itemcontrol maintenance record must be defined for this feature.
   RGA Number	Enter any required returned good authorization (RGA) number.
   Comment	Enter any comments required for the return, such as "Item must be inspected prior to final credit." These comments display on the Returned Good Verification window. Note:The comment replaces any return commend defined on the product's buy line.

Note: If defined, the Default Return Information displays on each return order created. Users can override these settings at the line item level from Return Goods Verification.

4. Use the Customer History Selection area to filter the customer history to display in the table below.

   Field	Description
   Branch	Enter the branch or branches by which to filter the customer history. By default, the system displays ALL. Note: Only branches for which the user is authorized display for selection.
   As of Date	Enter the date as of which you want to display the customer history. By default, the system displays today's date.
   Price Line	Select a price line to which to limit the history. The system checks the VALID.PLINES authorization key and displays history only for those price lines for which the user is authorized.
   Customer PO*	Enter a customer purchase order number by which to limit the customer history. Options include ways to search based one equal values, "starts with" or "contains" a value. Use the magnifying glass to drop down the options.
   Order #	Enter a specific order number by which to limit the customer history. Options include ways to search based one equal values, "starts with" or "contains" a value. Use the magnifying glass to drop down the options.
   Buy Line	Select a buy line to which to limit the history. The system checks the VALID.BLINES authorization key and displays history only for those buy lines for which the user is authorized.
   Description*	This field allows you to search the product's description using specific words. This feature helps find products when users may not know the actual product name, answering such questions as "Show me all the products with pipe in the name." Options include ways to search based one equal values, "starts with" or "contains" a value. Use the magnifying glass to drop down the options.
   Product	Enter a product by which to limit the customer history.

   * Case-sensitive fields.

5. As you make adjustments to the Customer Inventory selections, use the Updatebutton to refresh the queue results.

6. In the table area, use the # to Return column to enter the quantity you need add to the return order.

Return quantities numbers cannot exceed the original order amount or what has already been returned, if the Disable Returning an Item Multiple Times field in the Sales Order Entry Return Setupcontrol maintenance record is set to Yes.

7. Use the Return Verification area to change the return information for specific items, if needed.

   Field	Description
   Product Description	(View Only) The product description for the product being returned.
   Original Sales Order	The number of the sales order including the generation number on which the item was ordered originally.
   Return Quantity Type	This field populates based on the Default Return Information area and can be overridden at the line item level. Use the following types. These types may be limited based on the Customer Return Allowed field in Product Maintenance. S (Stock) - Item is added to stock inventory and available to sell. R (Review) - Item must be examined before returning the item to inventory. F (Defective) - Item cannot be returned to inventory. O (Overship) - Item Returned to inventory, but the on-hand quantity is not affected until the decision is made by the purchasing agent to keep the extra inventory shipped. If the inventory is kept, the purchasing agent changes the Type to S for Stock on the purchase order.
   RGA Number	Enter any required returned good authorization (RGA) number.
   Reason for Return Code	Select a return reason, if not already populated. If the Require Reason For Return Codecontrol maintenance record is set to Yes, then the system populates this field for you. If the Require Reason For Return Codecontrol maintenance record is set to No, then this field is optional. You can define return reasons in the Valid Reason For Return Codescontrol maintenance record.
   Restocking Price Fee %	The percentage of the original price of the item charged to the customer for returning the item to the warehouse. This field accepts two digit numbers with a two-digit decimal, if needed, such as 22.35%. To use this field, the Restocking Charge Itemcontrol maintenance record must be set.
   Return Policy	(View Only) Display any return policy defined in Buy Line Maintenance for the product's buy line.
   Return Comments	Enter any comments required for the return, such as "Item must be inspected prior to final credit." Define default return comments in Buy Line Maintenance for each product's buy line. In addition, use the following control maintenance records to indicate where return comments should print or display: Append Return Comments to Product Description Append Return Comments to Return Goods Queue and Rtrn Gds PO Include Original Customer P/O # In SOE Return Comment

8. Select Create Returns.

Eclipse sends a message to the user who created the original orders indicating the return order IDs and displays each return sales order to the user. Eclipse clears the Customer Inventory Return Entry window to reflect the changes in quantity returns.

Note: If you exit the window and have not created returns and have quantities listed in the Quantity column, the system alerts you. Click No to exit the window without creating returns.

What Displays in the Customer History Return Information

By default the following columns display for the queue portion of the Customer Inventory Return Entry window.