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Siebel eConsumer Goods Handheld Guide for Windows-Powered Devices > Using eConsumer Goods Handheld > Business Scenario >

Collecting Returns

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The sales representative checks to see if the customer has items to return.

To collect returns

If there are no returns, change the status of the Return Order activity to Acknowledged in the Visit Activities view of the Outlet Visits screen.
If there are items to collect, select the Return Order activity from the Visit Activities view of the Outlet Visits screen and tap Start Activity.

This takes you to the RMAs view in the Accounts screen.

Create a new RMA record by selecting the RMA list and tapping the New Record button on the toolbar.
Select an RMA type for the new record from the Type drop-down list.
Drill down on the RMA #.

The RMA Line Items view in the RMAs screen appears.

Select the Line Items list and tap the New Record button to record the line items and quantities of the products being returned.

NOTE:  The RMA line items are not limited to the authorized product distribution list. You may add any product that is available on the handheld, including discontinued products.

Tap Credit when you are finished adding line items.

Tapping Credit does the following:

Changes the RMA status to Billed.
Generates a Credit Note record.
Creates a credit note for the RMA account.
Displays the Invoice Line Items view in the Billings screen.

NOTE:  If the RMA product does not currently exist in the van inventory, the inventory product is added when you tap the Credit button.

In the Line Items view, tap Deliver.

Tapping Deliver does the following:

Creates a Credit Memo.
Updates the inventory.
Changes the invoice status to Closed.
Tap the Visit Home button to return to the Visit Activities view of the Outlet Visits screen.
Select the Return Order activity and tap End Activity.

TIP:  When a product exchange between a sales representative and a customer results in a credit being issued, this is treated as an RMA. Each product is recorded as a line item in the RMA Line Items view and the value of the item is the current list price. You can make product exchanges of items with the same price through Product Movements.

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