Returning and Exchanging Items in Order Maintenance
Purpose: Select the return and exchange option in order maintenance to handle customer merchandise returns, by automatically:
• authorizing the return
• processing the return
• returning the item to active or inactive inventory
• crediting the customer for the returned item (the refund is created and ready for processing)
• optionally, adding an exchange item to the order
• optionally, sending return information to CWCollaborate
These processes all take place “behind the scenes” when you process a return or exchange in order maintenance. You can, however, perform the creation, receipt, and credit of the return in separate stages through the following options:
• Work with Return Authorizations; see Working with Return Authorizations: Standard Process or Working with Return Authorizations: Streamlined Process.
• Work with Return Authorization Receiving; see Receiving Returns (WRAR).
• Work with Return Authorization Credits; see Crediting Returns (WRAC).
Other return options:
• You can also enable customers to create return authorizations at the web storefront. See Introducing Return Authorizations (WRTA) for an overview.
• You can use the Inbound Return API to receive a Return Request Message (CWReturnIn) from an external system. See Inbound Return API for an overview.
• Returns can also be performed by entering a negative quantity on an order in Order Entry. See Posting a Return or Exchange Through Order Entry.
• You can use Work with Return By Item (WRBI) to create and process a return by scanning the barcode for the order that contains the item(s) to return and scanning the barcode for the item(s) to return.
Retail pickup or delivery orders: If the Suppress Returns for Retail Pickup/Delivery (L88) system control value is:
• selected, you cannot process a return against a retail pickup or delivery order or add a negative additional charge
• unselected, you can process a return against a retail pickup or delivery order; however, the Order Broker Payment Type (K98) is deactivated after shipment, so you would then need to enter a new payment method in order to process the related refund.
Note: Regardless of the setting of the Suppress Returns for Retail Pickup/Delivery (L88) system control value, you cannot enter a line with a negative quantity or apply a discount against a shipped order line on a retail pickup or delivery order.
The system does not send a status update to the Order Broker when you process a return against a retail pickup or delivery order.
See Retail Pickup or Delivery Orders for an overview.
Ship-to-store orders: You can process a return for a ship-to-store order as long as the Payment at POS for Ship to Store (L60) system control value is not selected. This system control value also controls the ability to enter a return through a negative quantity, apply a discount to a closed order line, and apply a negative additional charge in order maintenance. See Ship-to-Store Orders for background.
Store pickup orders: You cannot process a return against a store pickup order. See Store Pickup Orders for an overview.
In this topic:
• If the Item Has a Serial Number
• Return/Exchange Item Screen (Single Item)
• Return/Exchange Item Screen (Entire Order)
• Create RA Detail Screen (Entering a Misship Return)
• Completing the Return Process
• Processing A/R Credits Immediately
• If Using Customer Return Labels
Purpose: You can process a return against an item or an entire order in order maintenance. The system creates and processes a return authorization automatically, because entering a return through order maintenance indicates that you have physically received the item being returned (or your drop ship vendor has received the item) and you are updating the order to reflect this change in the order status.
Authority: You must have complete authority to create, receive, and credit a return in order to use order maintenance for returns processing. Returns authority is controlled by three secured features:
• Enter Return Authorization (A28)
• Receive Return Authorization (A29)
• Credit Return Authorization (A34)
Overview of the returns process: See Introducing Return Authorizations (WRTA) for an overview of the steps in the return authorization process and the table updates that take place at each step. These steps and updates take place “behind the scenes” when you process a return in order maintenance.
Return authorization download triggers: If the Create Return Download Triggers (K28) system control value is selected, the system creates a return authorization download (RAD) trigger when you post a return in order maintenance, based on the trigger rules defined for the Return Authorization Download (RETURN_OUT) integration layer job. The RETURN_OUT integration layer job monitors for return authorization download triggers and generates a Return Authorization Outbound XML Message (CWReturnRAOut) to send the return authorization information to a remote system. See Outbound Return API for an overview.
The Return/Exchange Item screen in order maintenance is your point of access for entering returns, exchanges, and misshipments. Your entries to this screen not only define how the refund will be calculated, but determine which screens you use to process the return:
Type of Return |
Comments |
Select Return for an item to specify the quantity to return (which must be equal to or less than the quantity shipped) and indicate whether the item is being exchanged for a new item at the Return/Exchange Item Screen (Single Item). |
|
Select Return to return the entire order using the Return/Exchange Item Screen (Entire Order). The system assumes that you want to process the return of all shipped quantities on the order. The system also assumes that the customer is not requesting an exchange because you need to identify which returned item is being exchanged for a new item. You cannot use this option to create a return for a drop ship item when you want to process the return through CWCollaborate. |
|
You can perform a straight return of an item or an order by entering a valid return reason code, return disposition code, and (optionally), the warehouse and location into which you will receive the return. The system will issue the appropriate refund to the customer for the return. The system will perform a return type of inventory transaction for the returned item. Additionally, the system will add a record to the Display Order Line History Screen for the order detail line or the Display Order History Screen (if returning the entire order) to keep an audit trail of activity on the order; see Type of Return Updates and Completing the Return Process. |
|
Performing a return/exchange |
You can return an item and send the customer an exchange item by entering a valid exchange reason code, a valid return disposition code, and (optionally), the warehouse and location into which you will receive the return. You advance to the Enter Exchange Item Screen, where you can identify the item that will be sent to the customer in exchange for the returned item. The system will process a return and add a line to the order for the addition of the exchange item. Additionally, a record will be added to the Display Order Line History Screen for the order detail lines being returned and added. In order to perform more than one return and/or exchange against the same order line for the same warehouse and location, you must select Accept for the entered return or exchange before performing a subsequent return or exchange. If not, the system displays the following error message: Multiple returns not allowed for same Item/Whse/Loc. However, you can still perform a return for the same line but to a different warehouse and location, or a return for a different order detail line, before selecting Accept. Credit card net exchange billing: If the Use CC Net Exchange Billing (M23) system control value is selected and the order contains a credit card pay type, the system may hold the credit invoice for the return to net it against the debit invoice for the associated exchange in order to reduce the number of transactions that occur for an exchange; see Credit Card Net Exchange Billing. |
Multiple vendors for Collaborate items |
In order to perform a return and/or exchange of multiple CWCollaborate drop ship items for more than one vendor, you must select Accept for the entered return or exchange for the first vendor before performing a subsequent return or exchange for other vendors. If not, the system displays the following error message: Returns against multiple drop ship items/vendors not allowed at the same time. When you select Accept to accept the order, the system processes the credit automatically and sends the return information to CWCollaborate. Managing returns on drop ship items through integration with Locate is not currently supported. |
Entering a misship return |
Optionally, you can select Create Misship Return at the Return/Exchange Item Screen (Single Item) to create a misship return for an item that was mistakenly picked in the warehouse or an item that was shipped along with the requested item. You advance automatically to the Create RA Detail Screen (Entering a Misship Return), where you can enter and return the mis-shipped item in one step. |
You might receive returns for items which have no primary location, such as items that you have previously liquidated and sold through an outlet store, or the items are drop ship items shipped directly from the vendor. For these items, if you have selected the Display "No Primary Location" Message in Returns (G46) system control value, the system displays a pop-up window indicating that a primary location for the item when you enter and validate the item as a return or a mis-ship.
This window is informational only. You can select Cancel to cancel the window, and then, if you wish, change the return disposition code before updating your entries and accepting/processing the return.
This window does not appear when you use the option of returning the entire order by selecting Return at the Work with Order Lines Screen.
If the Item Has a Serial Number
You might sell items that require serial number tracking (the Serial number flag for the item is selected). The system will require you to provide the affected serial number for each unit of the item a customer returns or exchanges. In this situation, you advance automatically to the Enter Serial Numbers Screen, where you can confirm the serial number of each unit the customer returns.
Note: You cannot return the entire order using Return if the order includes a serial numbered item.
CWSerenade updates the Tax override field for an order line to Selected if the order was received from an external system and a tax, GST, or PST amount was defined, indicating the tax amount from the external system should be retained on the order line.
If the Tax override field for the order line you are returning is selected, the system does not call the regular tax routine to recalculate the amount of tax remaining on the order line and how much tax to include on the credit invoice. Likewise, if you use Vertex to calculate tax, the system does not call Vertex to recalculate the tax amount.
Instead, the system prorates the tax override amount across the units ordered on the order line to determine the new tax override amount and the tax amount to return.
Determining the new tax override amount: The system uses the following calculations to determine the new tax override amount assigned to the order line:
Original order quantity - Cumulative return quantity = Net order quantity
Net order quantity / Original order quantity = Return ratio
Return ratio x Original tax override amount = New tax override amount
Example:
Order Line (tax override = Y) |
Results |
|
quantity ordered: |
3 |
Net order quantity: 3 - 1 = 2 Return ratio: 2 / 3 =.66666 New tax override amount:.67 x 3.00 = 1.99998 The new tax override amount (2.00) displays in the Tax field for the order line on the Display Order Detail screen. |
tax override amount: |
3.00 |
|
return quantity: |
1 |
|
Determining the tax amount to return: The system uses the following calculations to determine the tax amount to include on the credit invoice created for the return:
Current return quantity / Original order quantity = Return ratio
Return ratio x Original tax override amount = Returned tax amount
Example:
Order Line (tax override = Y) |
Results |
|
quantity ordered: |
3 |
Return ratio: 1 / 3 =.33333 Returned tax amount:.33333 x 3.00 =.99999 The returned tax amount (1.00) displays in the Tax field for the credit invoice on the Display Invoice Detail screen. |
tax override amount: |
3.00 |
|
return quantity: |
1 |
|
Return/Exchange Item Screen (Single Item)
Purpose: Use this screen to return an individual item on an order. See Starting the Return Process.
How to display this screen: Select Return for a shipped item at the Work with Order Lines Screen. See Returning and Exchanging Items in Order Maintenance for information on whether retail pickup, delivery, store pickup, or ship-to-store orders are eligible for returns.
Field |
Description |
Item/SKU |
The code for the item and SKU that is being returned. Items are defined in and validated against the Item table. Alphanumeric, 12 positions; display-only. SKUs are defined in and validated against the SKU table. Alphanumeric, three 4-position fields; display-only. Note: These fields display only if you are returning a single item; they do not display if you Selected Return to return the entire order. |
RA # (Return authorization number) |
A code that identifies the return. The return authorization number is comprised of the order number, ship-to number, and return authorization number. Order number A unique number to identify an order. The starting order number and last order number assigned are defined in the Number Assignment table. Numeric, 8 positions; display-only, assigned by the system. Ship-to number (unlabeled field to the right of the Order # field): The number of shipping addresses for the order. The system assigns a ship-to suffix of 1 to a single recipient order. Numeric, 3 positions; display-only, assigned by the system. Return authorization number The number assigned to this return authorization. RA Number Assignment when using CWCollaborate If the Use CWCollaborate/Locate (H13) system control value is selected, when the system creates a new return authorization, the system looks at the highest RA# assigned to the order ship to in the RA Header table and compares it to the highest RA # assigned to the order ship to in the CSF Transaction table. Whichever table has the higher RA # defined for the order ship to, the system uses the next available number to create the return authorization. For example, if the highest RA # in the RA Header table for an order ship to is 1, but the highest RA # in the CSF Transaction table for an order ship to is 2, the system creates a new return authorization for the order ship to using RA # 3. Processing returns through the integration with Locate’s Drop Ship Manager is not currently implemented. Numeric, 3 positions; display-only, assigned by the system. |
Qty to return (Quantity to return) |
The number of units of the item that are being returned. Must be less than or equal to the value in the Unreturned qty field. Note: This field displays only if you are returning a single item by selecting Return for the item line; it does not display if you selected Return to return the entire order. Numeric, 5 positions; required if returning a single item. |
Unreturned quantity |
The quantity on the order or the order detail line that has been shipped and is eligible to be returned. The system updates this field when shipments and returns occur. Note: This field displays only if you are returning a single item by selecting Return for the item line; it does not display if you selected Return to return the entire order. Numeric, 5 positions; display-only, updated by the system. |
Return reason |
Indicates the reason that the customer is returning an item. Return reason codes are defined in and validated against the Return Reason table. See Establishing Return Reason Codes (WRTR). Numeric, 3 positions; optional. |
Exchange reason code |
Indicates the reason that the customer is returning one item and ordering a replacement item. Exchange reason codes are defined in and validated against the Exchange Reasons table; see Establishing Exchange Reason Codes (WEXR). Note: This field is available only if you are returning a single item; it is not available if you selected Return to return the entire order. Also, it is not available when you are working with a retail pickup or delivery order. See Maintaining Retail Pickup or Delivery Orders from the Order Broker for a discussion. You advance automatically to the Enter Exchange Item Screen when you enter a valid exchange reason code after completing this screen. Numeric, 3 positions; optional. |
Return disposition |
A code that identifies how a returned item will be handled by the system, in terms of whether the return updates inventory and the warehouse and location to which the item will be returned. You must enter a valid return disposition code when performing any type of return, such as a straight return, entering an exchange item, etc. Affect inventory? If the return disposition code affects inventory (meaning that the item will be returned into active inventory and update the on-hand quantity in the specified location), you must specify the warehouse and location where the item will be returned. If the disposition code is set up to affect inventory and return to the primary location, the system will check for the primary location for the item. If one is available, the system will return the item automatically to this warehouse location. If one is not available or if the disposition code is not set up to receive returns in the primary location, the system will receive the return in the warehouse and location defined for the return disposition; however, you can override these values to return the item to an alternate location. If the item/location does not exist, the system will create a record in the Item/Location table automatically. |
|
Note: See No Primary Location Window. Authority: You can set authority to process a return for a specific return disposition value at the user or user class level. This can be a blanket authority for all disposition values, or can be specific to individual codes. An error message indicates if you do not have authority to the return disposition code specified: User Does not have authority to return disposition code 4A. Return disposition codes are defined in and validated against the Return Disposition Values table; see Establishing Return Disposition Values (WRDV). Alphanumeric, 2 positions; required. |
Warehouse |
A code for the warehouse where this item is being returned. Warehouse codes are defined in and validated against the Warehouse table. See Creating and Maintaining Warehouses (WWHS). Numeric, 3 positions; required if the return disposition code affects inventory. |
Location |
The location in the designated warehouse where the item will be returned. The location code typically consists of 4 different elements: zone, aisle, shelf, and bin. See Creating and Maintaining Locations (WLOC). Alphanumeric, 7 positions; required if the return disposition code affects inventory. |
Refund freight |
Indicates whether to refund the freight charge for the returned item or returned order for the return. Valid values are: • Selected = Refund freight. If a Freight override amount is defined for the order and the Calculate freight field for the order ship to is selected, the system advances you to the Enter Freight Refund Window. • Unselected (default) = Do not refund the shipping charges. If you select this field and the source code uses a header level freight method, the system refunds a proportionate amount of freight for the items being returned. If you select this field and the source code uses a line level or flat freight method, the system refunds the freight charge for the returned items on the order. Note: Your entry in this field also controls whether the system refunds any service charges by ship via on the order. See Working with Ship Via Codes (WVIA). |
Refund add'l chgs (Refund additional charges) |
Indicates whether the system should refund the additional charges on the order. Valid values are: • Selected = Refund the additional charges • Unselected (default) = Do not refund the additional charges Because an order's additional charges are billed out with the first shipment on the order and a return is always performed against an invoice, when you specify to refund additional charges, the customer may not receive the intended refund if you are performing the refund against a subsequent invoice. |
Refund handling |
Controls whether the system will credit the customer for handling charges assessed on the item being returned. Valid values are: • Selected = the system will include the charge for special handling in the customer's refund. • Unselected = any charges for special handling (item personalization, such as monogramming, etc.), will not be refunded to the customer. |
Refund duty charges |
Controls whether to refund duty charges assessed on international shipments. The duty charges for an order are generally included in the Handling field, but you can review the duty charge for an individual item by selecting Change for the item in order entry or Maintenance, or Display for an item in standard Order Inquiry. Valid values are: • Selected (default) = Refund duty charges for the item or order • Unselected = Do not refund duty. You can review the actual amount of duty that has been billed or refunded for an item on a particular invoice in standard Order Inquiry on the Invoice Detail Charges Screen. To display this screen, select Invoices to review invoices, select Display Details for an invoice to display details, then select Detail Charges for the invoice detail. |
This field determines whether return authorization information for CWCollaborate drop ship items is sent to the vendor. See the CWCollaborate Processing for background. Valid values are:. • Selected (default) = Send return authorization information to CWCollaborate. • Unselected = Do not send return authorization information to CWCollaborate. This field displays only if you are using the CWCollaborate interface to process drop ship orders for collaborative vendors and: • the Drop ship output field for the vendor is set to Collaborative Shipping • the Send returns to Collaborate field for the vendor is selected Processing returns through the integration with Locate’s Drop Ship Manager is not currently implemented. Alphanumeric, 1 position; required if displayed. |
Screen Option |
Procedure |
Enter and return an order detail line for an item that was mistakenly shipped to the customer |
Select Crt Misship Rtrn to advance to the Create RA Detail Screen (Entering a Misship Return). |
Use this window to enter the freight amount to refund.
How to display this screen: This window displays if you select the Refund freight field on the Return/Exchange Item Screen (Single Item), a Freight override amount is defined for the order, and the Calculate freight field for the order ship to is selected.
Field |
Description |
Current freight amount |
The current freight amount for the order, based on the Freight override amount on the Display Order Properties Screen. Numeric, 7 positions with a 2-place decimal; display-only. |
Freight refund |
The amount of freight to refund. Freight tax override: If a Freight tax override is defined for the order, the system uses the Freight tax rate to calculate the amount of tax on freight to refund. Numeric, 7 positions with a 2-place decimal; required. |
Instructions:
1. Enter the amount of freight to refund in the Freight refund field.
2. Select OK. The system subtracts the freight refund amount from the current freight amount and updates the Freight override amount on the Display Order Properties Screen with the new Freight override amount. If a Freight tax override is defined for the order, the system uses the Freight tax rate to determine the new freight tax amount.
Example: You return a line on an order whose freight override amount is $10.00 and freight tax override amount is $2.50. The freight tax rate is 25%. At the Enter Freight Refund window, you enter $4.00 as the freight refund amount. Based on the freight refund amount, the system:
• Refunds $4.00 freight and $1.00 freight on tax.
• Updates the freight override amount to $6.00.
• Updates the freight tax override amount to $1.50.
Purpose: Use this screen to enter the serial number of each unit of the item being returned or exchanged. Assigning serial numbers allows you to track activity, such as receipts or shipments, for individual units of an item. You are required to enter serial numbers for each unit of an item a customer returns or exchanges if the item's Serial number flag is selected. See Entering Additional Item Information for an overview of how serial numbers are tracked through the system.
How to display this screen: Complete the Enter Return/Exchange Reason Window in order entry or the Return/Exchange Item Screen (Single Item) in order maintenance for any item requiring serial numbers.
Field |
Description |
Serial #s |
The serial number(s) of each unit of the item or SKU the customer is returning. This screen provides a field for entry of a serial number for each unit. Alphanumeric, 20 positions each field; required. |
To complete this screen: Enter the serial number for each unit of the item the customer is returning in each field provided. The system highlights any serial number fields that are not complete, or that contain serial numbers not shipped on the current order. Create any new serial numbers if necessary.
Select Accept to submit the serial number entry; otherwise, select Reject to reject and return to the previous screen.
Note: You will not be able to complete the return until you complete each serial number field on this screen.
Secured feature: The Create Serial Number During Shipment/Return (A66) secured feature controls whether you can create a new serial number at this screen.
Return/Exchange Item Screen (Entire Order)
Purpose: Use this screen to return all shipped items on an order. This screen is similar to the Return/Exchange Item Screen (Single Item); however, it does not display item information, the Qty to return or Exchange reason code fields because you are returning all shipped items on the order.
How to display this screen: Select Return at the Work with Order Screen or Work with Order Lines Screen to return the entire order. See Return/Exchange Item Screen (Single Item) for an explanation of each field on this screen, and see Returning and Exchanging Items in Order Maintenance for information on whether retail pickup, delivery, store pickup, or ship-to-store orders are eligible for returns.
Create RA Detail Screen (Entering a Misship Return)
Purpose: Use this screen to create a misship return, in which you enter information for a returned item that was shipped to the customer by mistake.
When to use this screen: Typically, you create a misship return for an item that was mistakenly picked in the warehouse or an item that was shipped along with the requested item.
Processing the misship: When you complete this screen, the system will enter and return the misshipped item in a single process. The system will add a “no charge” order detail line to the order for the mis-shipped item. Additionally, the system will write a message on the Display Order Line History Screen for this transaction.
To enter an exchange item: Optionally, you can enter a valid exchange reason code in the Exchange reason field on this screen to advance to the Enter Exchange Item Screen so you can enter the item that the customer really wants. If you define an exchange item to replace the mis-shipped item, the system will add two lines to the order. The first line adds and returns the mis-shipped item and the second line adds the exchange item to the order. The system will process the exchange item as if it was added through order entry. The usual order processing will be performed, which includes running all credit check routines and reserving the item if using Immediate Reservation. The actual pick slip for the exchange item will be produced when you run the Pick Slip Generation program.
The system will write a message to the Display Order Line History Screen for this transaction.
How to display this screen: Select Crt Misship Rtrn at the Return/Exchange Item Screen (Single Item).
Field |
Description |
RA number (Return authorization number) |
A code that identifies the return. The return authorization number includes the order number, ship-to number, and return authorization number. Order number A unique number assigned by the system to identify an order. Numeric, 8 positions; display-only, assigned by the system. Ship-to number (unlabeled field to the right of the Order # field): Indicates the number of shipping addresses for the order. The system assigns a ship-to suffix of 1 to a single recipient order. Numeric, 3 positions; display-only, assigned by the system. Return authorization number A system-assigned code for a return authorization. RA Number Assignment when using CWCollaborate If the Use CWCollaborate/Locate (H13) system control value is selected, when the system creates a new return authorization, the system looks at the highest RA# assigned to the order ship to in the RA Header table and compares it to the highest RA # assigned to the order ship to in the CSF Transaction table. Whichever table has the higher RA # defined for the order ship to, the system uses the next available number to create the return authorization. For example, if the highest RA # in the RA Header table for an order ship to is 1, but the highest RA # in the CSF Transaction table for an order ship to is 2, the system creates a new return authorization for the order ship to using RA # 3. Processing returns through the integration with Locate’s Drop Ship Manager is not currently implemented. Numeric, 3 positions; display-only, assigned by the system. |
Lne # (Return authorization line number) |
The line number on the return authorization. Up to 999 items may be returned on a single return authorization. Numeric, 3 positions; display-only, assigned by the system. |
Item |
The code for the mis-shipped item that the customer is returning. Item codes are defined in and validated against the Item table. See Performing Initial Item Entry (MITM). You can enter a cross reference code that represents another system's item and SKU code in this field. If you enter a cross reference code, the system searches the SKU Cross Reference table alphanumerically for the first CWSerenade item and SKU that is associated with this cross reference code. You can maintain cross reference codes in Maintaining SKU Cross Reference Codes (MSKR). Note: You cannot enter a set item as a misship return or exchange if more than one of the set item components reside in the same item warehouse location. In this case the system will display the following message when you try to process the misship: Multiple returns not allowed for same item/warehouse/location. Alphanumeric, 12 positions; required. |
SKU |
The SKU code for the mis-shipped item (if any), that further defines an item's color, size, width, or any other type of user-defined attribute. SKUs are defined in and validated against the SKU table. Alphanumeric, three 4-position fields; required if the item has SKUs. |
Order line# |
The line number against which you are processing the return. In the case of a misshipped item, no line number is available because this item was never on the order. Numeric, 3 positions; display-only. |
Invoice # (Invoice number) |
A unique number to identify the invoice against which the item was shipped and billed. In the case of a mis-shipped item, no invoice number is available because this item was never on the order. Numeric, 7 positions; display-only, assigned by the system. |
Invoice line number (Unlabeled field to the right of the Invoice# field) |
The line number on the invoice on which the item was shipped and billed. In the case of a misshipped item, no invoice line number is available because this item was never on the order. Numeric, 3 positions; display-only, assigned by the system. |
Refund freight |
This setting does not affect mis-ship returns. Alphanumeric, 1 position; required. |
Refund add'l chgs |
This setting does not affect mis-ship returns. Alphanumeric, 1 position; required. |
Refund handling |
This setting does not affect mis-ship returns. Alphanumeric, 1 position; required. |
Refund duty |
This setting does not affect mis-ship returns. Alphanumeric, 1 position; required. |
Qty to return (Quantity to return) |
The quantity of the mis-shipped item that the customer is returning. Numeric, 5 positions; required. |
Qty returned (Quantity returned) |
The quantity of this item that has actually been returned through the returns function in order maintenance or through the return authorization program. In the case of a mis-shipped item, no quantity returned is available because this item was never on the order. Numeric, 5 positions; display-only; updated by the system. |
Qty credited (Quantity credited) |
The quantity of the returned item that has been credited (refunded) to the customer. In the case of a mis-shipped item, no quantity credited is available because this item was never on the order. However, the system updates the Date credited field in the RA Header table to indicate a pending credit does not exist. Numeric, 5 positions; display-only, updated by the system. |
Return reason |
Represents a reason that the customer is returning the mis-shipped item. Return reason codes are defined in and validated against the Return Reason table; see Establishing Return Reason Codes (WRTR). Numeric, 3 positions; optional -- complete the Return reason or Exchange reason field. |
Exchange reason |
Represents a reason that the customer is returning one item and ordering a replacement item. In the case of a mis-shipped item, you can enter and return the mis-shipped item and add a new item to the order for the item originally requested by the customer. If you enter a valid exchange reason code, you advance automatically to the Enter Exchange Item Screen where you can define the replacement item. Note: This field is not available when you are working with a retail pickup or delivery order. See Maintaining Retail Pickup or Delivery Orders from the Order Broker for a discussion. Exchange reason codes are defined in and validated against the Exchange Reason table; see Establishing Exchange Reason Codes (WEXR). Numeric, 3 positions; optional -- complete the Return reason or Exchange reason field. |
Disposition code |
A code that identifies how a returned item will be handled by the system, in terms of whether the return updates inventory and the warehouse and location to which the item will be returned. You must enter a valid return disposition code when performing any type of return, such as a straight return, entering an exchange item, etc. Affect inventory? If the return disposition code affects inventory (meaning that the item will be returned into active inventory and update the on-hand quantity in the specified location), the system requires the warehouse and location where the item will be returned. If the disposition code is set up to affect inventory and return to the primary location, the system will check for the primary location for the Item. If one is available, the system will return the item automatically to this warehouse location. If one is not available or if the disposition code is not set up to receive returns in the primary location, the system will receive the return in the warehouse and location defined for the Return Disposition; however, you can override these values to return the item to an alternate location. If the item/location does not exist, the system will create a record in the Item/Location table automatically. |
|
Note: See No Primary Location Window. Authority: You can set authority to process a return for a specific return disposition value at the user or user class level. This can be a blanket authority for all disposition values, or can be specific to individual codes. An error message indicates if you do not have Return Disposition Authority (A83) to the return disposition code specified: User Does not have authority to return disposition code 4A. Return disposition codes are defined in and validated against the Return Disposition Values table; see Establishing Return Disposition Values (WRDV). Alphanumeric, 2 positions; required. |
Warehouse |
The warehouse where the returned item will be received; this value is used only if the disposition code affects inventory. Warehouse codes are defined in and validated against the Warehouse table. See Creating and Maintaining Warehouses (WWHS). Numeric, 3 positions; display-only. |
Location |
The physical location within the warehouse where the returned item will be received, this value is used only if the disposition code affects inventory. Locations are defined in and validated against the Warehouse/Location table. See Creating and Maintaining Locations (WLOC). Alphanumeric, 7 positions; display-only. |
Purpose: Use this screen to identify the item to send to the customer to replace the returned or mis-shipped item.
Pricing the exchange item: You can send the exchange item to the customer at no charge by selecting No Charge in the No charge field; if you select Priced for this field, the customer will be charged for the item. If you select the Use existing price field, the system will apply the price of the returned item to the replacement item, regardless of any discounts applied.
Specifying a warehouse or shipper: You can specify a particular warehouse in which the exchange item should be picked and/or a particular shipper to deliver the item. For example, you can specify an overnight shipper if the customer requests immediate delivery of the exchange item. If you leave the Ship via and Warehouse fields blank, the system uses the ship via and warehouse specified for the order on the Order Header screen.
Processing the exchange: When you complete this screen, the system processes the return receipt and adds a line to the order for the exchange item. The system also writes a message to the Display Order Line History Screen for the returned item and the exchange item to account for this activity.
When you complete the return/exchange and process the return by selecting Accept, the system reruns the credit check routines. If the extended price of the exchange item (units ordered * item price) is greater than the extended price of the returned item, the system may place the order on hold for a balance due. In this case, you must contact the customer and adjust the order payment information through order maintenance to release the order.
Credit card net exchange billing: If the Use CC Net Exchange Billing (M23) system control value is selected and the order contains a credit card pay type, the system may hold the credit invoice for the return to net it against the debit invoice for the associated exchange in order to reduce the number of transactions that occur for an exchange; see Credit Card Net Exchange Billing.
How to display this screen: Enter a valid exchange reason code at the Return/Exchange Item Screen (Single Item). This option is not available for a retail pickup or delivery order. See Maintaining Retail Pickup or Delivery Orders from the Order Broker for a discussion.
Field |
Description |
RA number (Return authorization number) |
A code that identifies the return. The return authorization number includes the order number, ship-to number, and return authorization number. Order number A unique number assigned by the system to identify an order. Numeric, 8 positions; display-only, assigned by the system. Ship-to number (unlabeled field to the right of the Order # field): Indicates the number of shipping addresses for the order. The system assigns a ship-to suffix of 1 to a single recipient order. Numeric, 3 positions; display-only, assigned by the system. Return authorization number A system-assigned code for a return authorization. RA Number Assignment when using CWCollaborate If the Use CWCollaborate/Locate (H13) system control value is selected, when the system creates a new return authorization, the system looks at the highest RA# assigned to the order ship to in the RA Header table and compares it to the highest RA # assigned to the order ship to in the CSF Transaction table. Whichever table has the higher RA # defined for the order ship to, the system uses the next available number to create the return authorization. For example, if the highest RA # in the RA Header table for an order ship to is 1, but the highest RA # in the CSF Transaction table for an order ship to is 2, the system creates a new return authorization for the order ship to using RA # 3. Processing returns through the integration with Locate’s Drop Ship Manager is not currently implemented. Numeric, 3 positions; display-only, assigned by the system. |
RA line # (Return authorization line number) |
The line number on the return authorization. Up to 999 items may be returned on a single return authorization. Numeric, 3 positions; display-only, assigned by the system. |
Offer |
The offer from which you want to add the exchange item. The offer associated with the return order line defaults, but you can override it. Alphanumeric, 3 positions; required. |
Item (Item number) |
The code for the exchange item that replaces the returned item. You can enter a cross reference code that represents another system's item and SKU code in this field. If you enter a cross reference code, the system searches the SKU Cross Reference table alphanumerically for the first CWSerenade item and SKU that is associated with this cross reference code. You can maintain cross reference codes in Maintaining SKU Cross Reference Codes (MSKR). Alphanumeric, 12 positions; required. |
SKU |
The style of the exchange item, which may include its color, size, width, or any other type of user-defined attribute. Alphanumeric, three 4-position fields; required (depending on item entered). |
Qty ordered (Quantity ordered) |
The number of units of the exchange item being ordered. Numeric, 5 positions; required. |
No charge |
Determines whether the exchange item will be given to the customer at no charge. Valid values are: • No Charge = Customer is not charged for the item • Priced = The customer will be charged the regular item price for the exchange item |
Use existing price |
Controls whether the system will apply the unit price of the returned item for each unit you ship of the replacement item, resulting in no net increase or decrease in merchandise charge for the exchange. This might be useful if you sold the original item at a discount and want to replace the item without imposing the regular, non-discounted price. However, if you enter Y in this field, the system uses the original item price whether it was higher or lower than the returned item price. Valid values are: • Selected = Use the price of the original item for the replacement item. • Unselected (default) = Use the regular price of the replacement item. Note: The system requires that you have defined a default price override reason in the Price Override Reason for Same Price Exchanges (D92) system control value if you selected it. If no default has been defined, a message indicates:
Price Override Reason Code not found (SCV=D92). |
Override price |
The price at which the item will be added to the order. You cannot enter an override price if the Use existing price field is set to selected. Note: To enter an override price, you must have authority to the secured feature Price Overrides (A23). Even if you have authority to override prices, the percentage you can discount the existing price may be limited by system control value E55, Price Override Limit Percent, unless you have authority to secured feature Override Price Override Limit (A64), which allows you to override the limit percent from the system control table. Alphanumeric, 5 positions with a 2-place decimal; optional. |
Override reason |
The reason you enter an override price. Price override reasons are defined in and validated against the Price Override Reason table. See Establishing Price Override Reason Codes (WPOR). Alphanumeric, 1 position; required if you enter a price in the Override price field. |
Ship via |
The shipper that will deliver the exchange item to the customer. Enter a ship via only if you want to use a shipper other than the one that delivered the order. Ship via codes are defined in and validated against the Ship Via table. See Working with Ship Via Codes (WVIA). Numeric, 2 positions; optional. |
Warehouse |
The warehouse from which the exchange item will be shipped. Enter a warehouse only if you want to ship from a warehouse other than the one used on the order. Warehouse codes are defined in and validated against the Warehouse table. See Creating and Maintaining Warehouses (WWHS). Numeric, 3 positions; optional. |
Completing this screen: Complete the required fields and select OK.
The table below indicates how the exchange item is priced, based on the setting of the No charge, Use existing price, Override price and Override reason fields.
No charge |
Use existing price |
Override price and reason |
Results |
Priced |
blank |
blank |
Add the exchange item to the order using the regular price. |
Priced |
selected |
blank |
Add the exchanged item to the order using the existing price of the return item. |
Priced |
blank |
10.00, P |
Add the exchange item to the order using the override price of 10.00 and the price override reason P. |
No Charge |
blank |
blank |
Add the exchange item to the order for 0.00 using the Default Price Override Reason (B35) system control value. |
No Charge |
selected |
blank |
The system displays this pop-up window when you add an item through an exchange or a mis-ship if:
• the Require Reason for Lines Added in Order Maintenance (D75) system control value is selected, or
• the Require reason code field for the item offer or SKU offer is selected.
Note: If you are using add reason codes, you will need to enter both an exchange reason code and an add reason code when you process an exchange. You might want to use the add reason code differently for exchanges; for example, using the exchange reason code to track the practical reason for an exchange (too big, wrong color, etc.) and the add reason to track customer satisfaction or attitude.
The add reason code is a 5-position, alphanumeric field, defined in the Add Reason table, that defines the reason for adding an item to an order in order maintenance. See Establishing Add Reason Codes (WADR).
The Work with Item/SKU Comments Window open if there are comments associated with the item or SKU added to the order.
Purpose: The system receives the return automatically when you select Accept during order maintenance to process the return authorization.
The system checks the disposition code in the return authorization to determine:
1. Whether to increase the on-hand quantity of the item when adding the item back into inventory.
2. The warehouse and location to which the item is being returned, if the item is returned to inventory.
If the item is being returned to inventory, the system performs the necessary inventory transaction automatically to “move” this item on the system to the warehouse and location specified in the return authorization record.
If the return is for a CWCollaborate drop ship item: Return authorization information is automatically sent to CWCollaborate when you accept the authorization if you have selected the Notify vendor field on the Return/Exchange Item Screen (Single Item).
Processing returns through the integration with Locate’s Drop Ship Manager is not currently implemented.
The Display Order History Screen is updated with a message when you select Accept to accept and process the return transaction in Order Maintenance.
Order History - Line Return
Selecting Return to return a single item in order maintenance adds one message line to this screen.
Order History - Order Return
Selecting Return to return the entire order adds one message line to this screen for each item being returned on the order.
Select Active Pay Method screen: The system displays the Select Active Pay Method screen when you select Accept during order maintenance to process the return authorization if a deactivated payment method exists on the order. Use this screen to select which active payment method will receive the credit.
Reviewing return activity through the Display Order History Screen: Select Order History from the Work with Order Lines Screen in order maintenance or the Display Order Detail Screen (Reviewing Order Line Detail) in standard Order Inquiry. You can also review this information in streamlined Order Inquiry by selecting the Detail option for the item.
The system adds an Rtn Auth (return authorization) type transaction message to the Display Order History Screen when you return a single line or entire order. This message also identifies the date when the credit was processed and the user who performed the return.
Select History for the item you want to review to advance to the Display Order Line History Screen.
The system adds an R (Return) type activity message, displays the date when the return was performed, the user who performed the return, the quantity returned, and the exchange or return reason code used.
Purpose: The final series of steps in the return process enables you to generate the refund, in which you are crediting the customer for the merchandise return.
Convert a return into a refund: The system automatically adds a refund record, if appropriate, to the Refund table when you accept a return transaction in order maintenance. This update occurs because the system credits the return automatically “behind the scenes” for returns you process in order maintenance, rather than as a separate step as in the return authorizations functions.
Steps: There are a series of steps you can follow to issue a refund to the customer for a return. Briefly listed, they include:
1. Printing the Refund Due List to determine which customers are eligible for refunds.
2. Selecting the Working with Refunds, Writeoffs and Balances Due (WREF) menu option to update information for a pending refund.
3. Selecting the Processing Refunds (MREF) menu option to issue the refund in the form of a refund check, merchandise credit, etc.
4. Optionally, using the Reprint Refunds Screen (MREP) if you encountered a problem printing the refund checks.
5. Selecting the Reconciling Checks (MREC) menu option when you receive the canceled refund checks from the bank.
Normally, this completes the refund process, unless you are Processing A/R Credits Immediately. See Issuing Refunds for more information on refund processing.
Processing A/R Credits Immediately
The Process A/R Credits Immediately (E80) system control value controls whether the system processes A/R refunds automatically and creates A/R open items without the need for you to use the Processing Refunds (MREF) option.
The Apply Credit Balance Pop-Up Window displays in order maintenance if there are no A/R invoice open items in an open (O) status related to the order. At this window, you can select to apply the credit to an invoice open item or to the current order, or flag the credit for a refund check or credit card credit.
If Using Customer Return Labels
Customer return labels print automatically when you process and accept a return through order entry or order maintenance.
The customer return label identifies the date the return was created, item, SKU code (if any), item description, user ID, the code for the location to put away the item, and optionally, the UPC barcode defined for the item. You apply the customer return label to the item so that it can be put away in the warehouse. A separate label (in a separate document) prints for each unit returned.
Customer return labels print only if:
• there is a print program defined in the Customer Return Label Print Program (D35) system control value.
• the Affect inventory field for the Disposition code used on the return is selected.
The return disposition code identifies how to handle the returned item (whether to add the item back into inventory, the location in which to return the item, etc.).
