Working with Return Authorizations: Streamlined Process
Purpose: If the Use Streamlined Return Authorizations (F44) system control value is set to Y, when you process return authorizations:
• When you select an order for returns processing, the screen displays each item on that order that is available for returns processing. Items are available for return if they have been shipped and a return has not yet been completely processed.
• Depending on your authority to create, receive, and credit return authorizations, returns are processed automatically as far as your authority extends. For example, you cannot specify that you want to "create only" if you also have authority to receive, or to receive and credit.
• You can review order line history while processing returns.
• You can work with additional charge codes while processing returns.
See Working with Return Authorizations: Standard Process for more information on how standard processing works.
Selecting an order: The process you use to select an order for return authorization processing is the same regardless of whether you use the standard or streamlined process. See Selecting Orders for Return (WRTA).
Authority level: Your authority level is determined by the following secured features:
• Enter Return Authorization (A28)
• Receive Return Authorization (A29)
• Credit Return Authorization (A34)
Additionally, the Delete Return Authorizations (B03) secured feature controls the ability to delete a return authorization that has been created, but not yet received.
Restrictions: You cannot process an exchange if:
• the order type matches the Amazon Order Type (I22) system control value. See Amazon Order Feed for an overview.
• the Restrict Additional Lines (AL) maintenance restriction for the order type on the order is selected.
SmartLabel integration: If the SmartLabel Scanned Return Input Mode (I61) system control value is set to WRTA and the Use Streamlined Return Authorizations (F44) system control value is set to Y, you advance to the Work with Returns for Order Screen through the Processing SmartLabel Returns (PSLR) menu option. See Using SmartLabel Returns Processing for an overview.
Pre-billable items: The system does not automatically refund the pre-billed deposit amount when you process a return for a pre-billed item. If you would like to also refund the pre-billed deposit in addition to the amount paid when you billed the actual item, you first need to have authority under the Maintenance of Pre Billed Amount Item (B18) secured feature. Assuming you have the required authority, you can refund the re-billed deposit by processing a return against the pre-bill amount item or the entire order in either order maintenance or streamlined work with return authorizations. If you complete this return, the system creates a negative additional charge for the amount of the pre-billed deposit using the Additional Charge Code for Pre Billed Amount Returns (J74).
See Returning a Pre-Billable Item for more information on the messages displayed when you process a return against a pre-billable item or the pre-billed amount item.
In this topic:
• Work with Returns for Order Screen
• Return/Exchange Item Screen (Creating a Return)
• Return/Exchange Item Screen (Create/Return All)
• Change RA Detail Screen (Complete/Process a Return for an Item)
• Work with RA Detail for Item Screen
Work with Returns for Order Screen
Purpose: Use this screen to create and process return authorizations as far as your authority extends. From this screen, you can also display a return authorization in process, review order line history, advance to order inquiry, or work with additional charges.
This screen displays each item on the order eligible for a return (that is, all shipped items that have not yet had returns fully processed).
Note: The Edit Customer Actions Window may appear before this screen.
How to display this screen: Select an order through the Work with Return Authorizations scan screens; see Selecting Orders for Return (WRTA). You can also advance to this screen through the Processing SmartLabel Returns (PSLR) menu option if the SmartLabel Scanned Return Input Mode (I61) system control value is set to WRTA; see Using SmartLabel Returns Processing for an overview.
CSR0875 DISPLAY Work with Returns for Order 9/03/02 9:58:42 KAB Co.
Order Number: 6257 - 1 Customer # : 6 PAWS AND CLAWS PET SUPPLIES ATTN: MIRANDA Qty Qty Qty RA Opt Ln# Item/Description COLO STYL SIZE Shipped Rtn'd Crdtd Pend
Type options, press Enter. 5=Work with 8=Create/process return 9=Complete/process return(s) 24=Order line history
1 FROG 1 0 0 GREEN PEEPER FROG
F6=Create misship F7=Order Inquiry F8=Create/Return all F9=Accept F11=Reject F16=Additional charges F20=Create tickler |
See messages: The text SEE MSGS appears in the upper right corner of the screen if:
• the Display Customer Action Notes/Messages in RA (F64) system control value is set to Y, and,
• there are any order messages for the order you selected.
You can press F7 to advance to order inquiry and press F23 to display the Work with Order Messages Screen.
Field |
Description |
Order number |
A number to identify an order. Note: The system verifies whether the pay type on the order is active. If you enter an order # that has had the pay type deactivated after running the SECRISK function, the following error message is displayed: All pay types on order are deactivated. Please enter a valid pay type in Order Maintenance. Numeric, 7 positions; display-only, assigned by the system. |
Ship-to number (Unlabeled field to the right of the order number) |
A number that identifies the shipping address on an order; separated from the order number by a hyphen. Numeric, 3 positions; display-only, assigned by the system. |
Customer # |
This number identifies the customer who placed the order. Numeric, 9 positions; display-only; assigned by the system. |
Customer name (Unlabeled field to the right of the customer number) |
The name of the customer. Alphanumeric, 41 positions; display-only. |
Ln# (Line number) |
The number of the order line containing the item eligible for return. Numeric, 3 positions; optional. |
Item |
The code representing the item eligible for return. If the Display Item Alias (D56) system control value is set to Y, and if the customer ordered this item using an alias, the alias displays. Alphanumeric, 12 positions; optional. |
SKU |
The item's unique characteristics, such as its color or size. Only items on the order that are eligible for return display on this screen. To be eligible for return, there must be at least one unit that has been shipped and not fully returned and credited. If the Display SKU Description in place of SKU Element (F25) system control value is set to Y, the first 14 positions of the description of the SKU displays instead. Scanning on this field is not currently implemented. Alphanumeric, three 4-position fields (split SKU) or one 14-position field (full SKU); optional. |
Qty shipped |
The total quantity of the item that has been shipped to the customer. Numeric, 5 positions; display-only. |
Qty rtn'd (Quantity returned) |
The total quantity of the item that has been received at your warehouse as a return, either in a previous or in the current session. Numeric, 5 positions; display-only. |
Qty crdtd (Quantity credited) |
The total quantity of the item that has been fully returned and credited, either in a previous or in the current session. Numeric, 5 positions; display-only. |
RA pend (Return authorization pending) |
This field indicates whether there is currently a return authorization in process for this item. Valid values are: Y = There is currently a return authorization in process for this item. This flag displays if a return was partially processed during a previous session or the current session, or if you have selected to fully process the return in the current session, but have not yet pressed F9 to process the updates. N = There is not currently a return authorization in process for this item. Alphanumeric, 1 position; display-only. |
Screen Option |
Procedure |
Display a return authorization in process |
Enter 5 next to an item. Single return authorization: You advance to the Display RA Detail Screen if there is just one return authorization in process for the item. Multiple return authorizations: You advance to the Work with RA Detail for Item Screen. |
Begin a new return authorization against an item |
Enter 8 next to an item to advance to the Return/Exchange Item Screen (Creating a Return). Note: See Returning a Pre-Billable Item for more information on returning a pre-billable item or the pre-bill amount item. |
Complete processing an existing return authorization against an item |
Enter 9 next to the item. Single return authorization: You advance to the Change RA Detail Screen (Complete/Process a Return for an Item) if there is just one return authorization in process for the item. Multiple return authorizations: You advance to the Work with RA Detail for Item Screen. |
Display order line history for an item |
Enter 24 next to an item to advance to the Display Order Line History Screen. |
Create a misship return |
Press F6. See Create RA Detail Screen (Processing Misships). |
Advance to order inquiry |
Press F7 to advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. |
Begin return authorization for all displayed items |
Press F8 to advance to the Return/Exchange Item Screen (Creating a Return). You cannot use this option to send return information to CWCollaborate if you are using the CWCollaborate Interface. Instead, enter 8 next to each item on the return. Note: See Returning a Pre-Billable Item for more information on returning a pre-billable item or the pre-bill amount item. |
Accept your entries |
Press F9. See Accepting or Rejecting. |
Reject your entries |
Press F11 See Accepting or Rejecting. |
Work with additional charges for the order |
Press F16 to display the Enter Additional Charges pop-up window. See Order Entry Adding Miscellaneous Charges or Credits. Note: Additional charges bill the next time a transaction on the order (such as crediting a return) goes through billing. |
Create a tickler for the order, sold to customer on the order, and/or bill to customer on the order |
Press F20 to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Return/Exchange Item Screen (Creating a Return)
Purpose: Use this screen to begin processing a return or exchange against an item. When you accept your entries against the order, the return authorization will be processed as far as your authority extends.
If you are using the CWCollaborate Interface to process return information for your drop ship vendors, the information will automatically be sent to CWCollaborate if you enter Y inthe Notify vendor field.
Note: You use the same screen when creating return authorizations for the entire order at once; however, its fields are different. See Return/Exchange Item Screen (Create/Return All).
How to display this screen: Enter 8 next to an item at the Work with Returns for Order Screen. If the item is not available for a new return authorization because a return authorization has been entered for each shipped unit already, an error message displays:
No returns left to create - function not processed.
Returning an item with no primary location: You may receive returns for items which have no primary location, such as items you have previously liquidated and sold through an outlet store, or drop ship items which are returned directly to your drop ship vendor. For these items, if you have set the Display "No Primary Location" Message in Returns (G46) system control value to Y, the system displays a pop-up window when you enter and validate an item as a return or a mis-ship.
Primary Location for Item does not exist. F12=Cancel |
This window is informational only. You can press F12 to cancel the window, and then, if you wish, change the return disposition code before updating your entries and accepting/processing the return.
Note: This pop-up window displays only when you are posting a return for a single item; if you have advanced to the Return/Exchange Item screen using F8, the warning window does not appear, regardless of the setting in the Display "No Primary Location" Message in Returns (G46) system control value, or of whether any item on the order has no defined primary location.
CSR0257 ENTER Return/Exchange Item 6/11/98 10:40:09 EZK Mail Order
Item/SKU . : BU001 WHIT SMLL CHOCOLATE EASTER BUNNY.
RA # . . . : 4632 - 1 - 2
Qty to return . . . . . . Unreturned quantity: 2 Return Reason . . . . . . . Exchange reason code . . . Return Disposition . . . . . RF Warehouse . . . . . . . . . 2 Location . . . . . . . A010103 Refund freight . . . . . . . N (Y/N) Refund add'l chgs . . . . . . N (Y/N) Refund handling . . . . . . . N (Y,N) Refund Duty Charges . . . . . Y (Y,N) Notify vendor . . . . . . . . Y (Y,N)
F3=Exit F6=Create misship return F12=Cancel |
Field |
Description |
Item |
The code representing the item you selected at the Work with Returns for Order Screen for return or exchange. If the Display Item Alias (D56) system control value is set to Y, and the customer ordered by alias, then the alias displays. This field does not display when you press F8 to create/return all. Alphanumeric, 12 positions; display-only. |
SKU (Stock keeping unit) |
The item's unique characteristics, such as its size and color. This field does not display when you press F8 to create/return all. Alphanumeric, one 14-position field (full SKU) or three 4-position fields (split SKU); display-only. |
Description |
The description of the item. This field does not display when you press F8 to create/return all. Alphanumeric, 40 positions; display-only. |
RA # (Return authorization number) |
A number representing the return authorization. If you have authority to create, but not receive or credit, return authorizations, you create a new return authorization header record each time you create a return authorization for an item. Regardless of your authority level, however, one or more items would have the same return authorization number if you used F8 to return them all at once. This number consists of: Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only. Return authorization number: numeric, 3 positions; display-only. |
Qty to return |
Enter the quantity of the item you are returning or exchanging to the same location and with the same return or exchange reason code. You cannot enter a number greater than the unreturned quantity that displays to the right. Time of update: The system does not post updates related to the quantity until you receive the return; so if you have create authority only, the operator who processes the receipt or receipt/credit can change the quantity. This field does not display when you press F8 to create/return all. Numeric, 5 positions; required. |
Unreturned quantity |
The quantity of the item available to return. This is the quantity that is not included in another previous or current return. This field does not display when you press F8 to create/return all. Numeric, 5 positions; display-only. |
Return reason |
The reason that the customer is returning the item or items. A return reason code indicates whether returned items are defective, and is used for reporting purposes. You must enter either a return reason code or an exchange reason code. You can use different return reason codes, or a mix of return reason codes and exchange reason codes, if you are processing returns against the same item but for different reasons. For example, if the customer is returning four units but one unit is damaged, you could process the return for that unit using a different return reason code. However, you cannot have more than one return in process for an item against the same location. |
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Time of update: The system does not post updates that include the return reason code until you receive the return; so if you have create authority only, the operator who performs the receipt or receipt/credit can change the return reason at that time, or change from a return reason to an exchange reason. Return reason codes are defined in and validated against the Return Reason file. See Establishing Return Reason Codes (WRTR). Numeric, 3 positions; required if you do not enter an exchange reason code or when you press F8 to create/return all. |
Exchange reason code |
The reason that the customer is exchanging the item. An exchange reason code indicates whether returned items are defective, and are used for reporting purposes. You must enter either a return reason code or an exchange reason code. If you enter an exchange reason code, you advance automatically to the Enter Exchange Item Screen or window depending on your authority level and the setting of the Require Exchange Item at Time of Receipt (F42) system control value. For example, if you have authority only to create a return authorization, not to return or credit, and if this system control value is set to Y, you will not need to enter an exchange item at this time. |
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You can use different exchange reason codes, or a mix of return reason codes and exchange reason codes, if you are processing exchanges against the same item but for different reasons. For example, if the customer is exchanging four units but one unit is damaged, you could process the exchange for that unit using a different exchange reason code. However, you cannot have more than one return or exchange in process for an item against the same location. Restrictions: You cannot process an exchange if: • the order type matches the Amazon Order Type (I22) system control value. See Amazon Order Feed for an overview. • the Restrict Additional Lines (AL) maintenance restriction for the order type on the order is selected. |
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Time of update: The system does not post updates that include the exchange reason code until you receive the return; so if you have create authority only, the operator who performs the receipt or receipt/credit can change the exchange reason at that time, or change from an exchange reason to a return reason. If you change from an exchange reason to a return reason and had already specified an exchange item, the exchange item will not be added to the order. This field does not display when you press F8 to create/return all. Exchange reason codes are defined in and validated against the Exchange Reason file. See Establishing Exchange Reason Codes (WEXR). Numeric, 3 positions; required if you do not enter a return reason code. |
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. Required for return: You must enter a valid return disposition code when performing any type of return, such as a straight return, entering an exchange item, etc. The return disposition code defined in the Default Disposition Code (C18) system control value defaults, but you can override it. |
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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 a primary location in the Item record. 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 in the Return Disposition record; 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 file automatically. |
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Regardless of whether the return disposition code specifies returning to the primary location, if the system control value Display "No Primary Location" Message in Returns (G46) is set to Y, and an item does not have a primary location, a pop-up window will display when you press Enter to validate your entries and then press Enter again to update the record; the pop-up window warns you that a primary location for the item does not exist. Press F12 to cancel the window and either change the return disposition code, or press Enter again to retain the disposition code you have already entered. |
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Time of update: The system does not post updates that include the return disposition code until you receive the return; so if you have create authority only, the operator who performs the receipt or receipt/credit can change the return disposition code at that time. Authority: You can set up 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 displays 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 file. See Establishing Return Disposition Values (WRDV). Alphanumeric, 2 positions; required. |
Warehouse |
The code representing the warehouse where the item is or items are being returned. When you are returning a single item, if there is a default warehouse and primary location specified for the item or SKU, the warehouse defaults here, but you can override it. If you are returning a single item, there must already be a record of the item in the warehouse you select. Time of update: The system does not post updates that include the warehouse until you receive the return; so if you have create authority only, the operator who performs the receipt or receipt/credit can change the warehouse at that time. Warehouse codes are defined in and validated against the Warehouse file; see Warehousing Creating and Maintaining Warehouses (WWHS). Numeric, 3 positions; required if the return disposition value affects inventory. |
Location |
The code representing the location within the warehouse where the item is or items are being returned. If there is a default warehouse and primary location specified for the item or SKU, the location defaults here, but you can override it. Time of update: The system does not post updates that include the location until you receive the return; so if you have create authority only, the operator who performs the receipt or receipt/credit can change the location at that time. Location codes are defined in and validated against the Location file; see Warehousing Creating and Maintaining Locations (WLOC). Alphanumeric, 7 positions; required if the return disposition value affects inventory. |
This field indicates whether to refund freight to the customer when crediting the return. Valid values are: Y = Refund freight. N (default) or blank = Do not refund freight. This field is enterable only if you have authority to the Receive Return Authorization (A29) secured feature. Alphanumeric, 1 position; optional. |
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This field indicates whether to refund any additional charges on the order to the customer when crediting the return. If there were negative additional charges billed on the order, refunding them results in adding positive addition charges, or decreasing the net amount of any refund. Valid values are: Y = Refund all additional charges on the order when crediting this return. N (default) or blank = Do not refund additional charges. This field is enterable only if you have authority to receive return authorizations. Alphanumeric, 1 position; optional. |
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This field indicates whether to refund handling charges to the customer when crediting the return. Only handling charges related to the item(s) or units of the item(s) being returned are refunded. If the Evaluate Special Handling Charges by Order Line (D67) system control value is set to Y, handling charges are refunded only if you process a return against all units of the item on the order line. Valid values are: Y = Refund handling charges. N (default) = Do not refund handling charges. This field is enterable only if you have authority to receive return authorizations. Alphanumeric, 1 position; required. |
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This field indicates whether to refund any duty charges for the returned item(s) or units to the customer when crediting the return. Valid values are: Y (default) = Refund duty charges. N = Do not refund duty charges. This field is enterable only if you have authority to receive return authorizations. Alphanumeric, 1 position; required. |
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This field determines whether return authorization information for CWCollaborate drop ship items will be sent to the vendor via the CWCollaborate Interface. Valid values are:. Y (default) = Send return authorization information to CWCollaborate. N = 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 C • the Send returns to Collaborate field for the vendor is set to Y Information is sent to CWCollaborate only when you create, not when you maintain, a return authorization. Information is sent regardless of whether you have authority to create, receive and credit, or only create or create and receive a return authorization. This field cannot be changed after initial creation of the return authorization. Alphanumeric, 1 position; required. |
CWCollaborate drop ship orders from multiple vendors: CWDirect does not allow you to create returns for multiple CWCollaborate drop ship vendors at the same time. If you complete this screen for a second CWCollaborate vendor on a single return, the system displays the following error message when you press EnterReturns against multiple drop ship items/vendors not allowed at the same time.
You must complete your return for the first vendor and create another return for each subsequent vendor on the order.
Completing this screen: Press Enter to process the return authorization as far as your authority extends. See Accepting or Rejecting for more information on the updates that take place when you press F9 based on your authority level.
If you are not processing an exchange at this time, you return to the Work with Returns for Order Screen, where a message displays indicating how far the return was processed. Additionally, the Quantity shipped, quantity returned, quantity credited, and RA pending fields are updated appropriately.
Primary primary location: The system displays an informational warning message pop-up window when you press Enter and:
• the item's primary location is frozen due to a physical inventory if the Display Frozen Primary Location Warning Message in Returns (F58) system control value is set to Y.
• the item does not have a primary location if the Display "No Primary Location" Message in Returns (G46) system control value is set to Y.
If you make a mistake: If you have made a mistake on this screen and already pressed Enter, generally you cannot correct the return authorization in the current session. Instead, you must press F11 to reject your entries in the current session and reenter the return authorization for the item. See the description of the Delete option on the Work with RA Detail for Item Screen for the one exception.
Processing an exchange? Depending on your authority level and the setting of the Require Exchange Item at Time of Receipt (F42) system control value, you may need to enter an exchange item at this time if you entered an exchange reason code.
• If the Require Exchange Item at Time of Receipt (F42) system control value is set to Y, and if your authority extends at least to receiving a return authorization, you will need to enter an exchange item at this time.
• If the Require Exchange Item at Time of Receipt (F42) system control value is set to N or is blank, you will always need to enter an exchange item even if you have authority only to create a return authorization.
See Enter Exchange Item Screen.
Screen Option |
Procedure |
Create a misship return |
Press F6. See Create RA Detail Screen (Processing Misships). |
Purpose: Use this screen to enter an exchange item and quantity to replace the returned item.
How to display this screen: This screen displays when you enter an exchange reason code at the Return/Exchange Item Screen (Creating a Return), depending on your level of authority and the setting of the Require Exchange Item at Time of Receipt (F42) system control value.
The Enter Exchange Item window may display instead, depending on whether you are processing a misship return, or the steps you use to create and process the return authorization. However, the window contains all the of same fields as the screen.
CSR0247 ADD Enter Exchange Item 4/25/00 16:35:14 LJW MAIL ORDER CO
RA Number : 3851 - 1 - 1 RA Line # : 1
Offer . . . CCC Item . . . SKU . . . . Qty ordered . . . . No charge . . . . . . . Use existing price . . . N (Y/N) Override price . Override reason . Ship via . . . . . . . Warehouse . . . . . .
F3=Exit F12=Cancel |
For more information: See Enter Exchange Item Screen in Working with Return Authorizations: Standard Process, for field descriptions and instructions on completing this screen.
Return/Exchange Item Screen (Create/Return All)
Purpose: Press F8 at the Work with Returns for Order Screen to return all eligible items on the order as far as your authority extends. To be eligible, the item must have been shipped and must not currently have a return authorization completed or in process.
Not all options available: Although you advance to the Return/Exchange Item screen, the same screen you use to create individual return authorizations, you do not have all of the same options when you use F8 to return all. For example, you cannot enter an exchange reason, and you cannot specify item quantities, and the system does not display informational pop-up windows informing you that an item has no primary location or that its primary location is frozen. See Return/Exchange Item Screen (Creating a Return).
Returning CWCollaborate items: You cannot use this screen to send return information to CWCollaborate if you are using the CWCollaborate Interface. Instead, use the Return/Exchange Item Screen (Creating a Return) to create a return authorization for each item on the return.
Completing returns: There is no equivalent function key to complete processing all items on the order. If you use F8 to return all but your authority does not extend all the way through receiving and crediting, another operator with greater authority can complete processing the returns by:
• entering 9 next to each individual item to complete processing; it is possible to change settings at this time if updates have not already taken place
• using Receiving Returns (WRAR) or Crediting Returns (WRAC) to complete processing.
How to display this screen: Press F8 at the Work with Returns for Order Screen. If there are currently no items that have been shipped but have not yet had return authorizations created, an error message displays.
CSR0257 ENTER Return/Exchange Item 6/12/98 7:43:33 EZK Mail Order
Item/SKU . :
RA # . . . : 4641 - 1 - 3
Return Reason . . . . . . .
Return Disposition . . . . . RF Warehouse . . . . . . . . . Location . . . . . . . Refund freight . . . . . . . N (Y/N) Refund add'l chgs . . . . . . N (Y/N) Refund handling . . . . . . . N (Y,N) Refund Duty Charges . . . . . Y (Y,N)
F3=Exit F6=Create misship return F12=Cancel |
Field descriptions: See Return/Exchange Item Screen (Creating a Return).
Completing this screen: The system processes the updates as far as your authority extends. See Accepting or Rejecting for more information on the updates that take place when you press F9 based on your authority level.
You return to the Work with Returns for Order Screen, where a message displays indicating how far the return was processed. Additionally, the Quantity shipped, quantity returned, quantity credited, and RA pending fields are updated appropriately for each item.
If you make a mistake: If you have made a mistake on this screen and already pressed Enter, you generally cannot correct the return authorization in the current session. Instead, you must press F11 to reject your entries in the current session and reenter the return authorization for the order. See the description of the Delete option on the Work with RA Detail for Item Screen for the one exception.
Change RA Detail Screen (Complete/Process a Return for an Item)
Purpose: Use this screen to complete or continue processing a return authorization that an operator without full authority created in an earlier session if your authority extends further. For example:
• the return authorization was created, and you have authority to create and receive, or create, receive and credit
• the return authorization was created and received, and you have authority to create, receive and credit
You can also use the Receiving Returns (WRAR) or Crediting Returns (WRAC) menu options to complete processing.
How to display this screen: You can display this screen by entering 9 next to a return authorization that is pending but not yet complete at the Work with Returns for Order Screen or the Work with RA Detail for Item Screen. You can also display this screen by pressing F9 at the Display RA Detail Screen.
If multiple returns: If there is more than one return authorization in process for the item you select, you advance to the Work with RA Detail for Item Screen when you enter 9 next to an item at the Work with Returns for Order Screen.
CWCollaborate drop ship returns: If the return authorization has been sent to CWCollaborate, you can change only the Refund freight, Refund additional charges, Refund handling, and Refund duty fields on this screen.
An error message displays if there are no returns pending for the item, or if you do not have the authority to continue processing the return.
CSR0245 CHANGE Change RA Detail 6/12/98 9:52:14 EZK Mail Order
RA Number : 4639 - 1 - 4 Line#: 1
Item . . . . . . : AU123 CLR /SIZE/WDTH . . Order line#. . . : 1 Invoice# . : 3096 - 2 Refund freight . . N (Y,N) Refund add'l chgs. N (Y,N) Refund handling. . N (Y,N) Refund duty. . . . Y (Y,N) Qty to return . . 1 Qty returned . . : 0 Qty credited . . : 0 Return reason . . 444 Exchange reason . Disposition code . RF Warehouse . . . . 2 Location . . . . . A010101 Notify vendor. . : Y
F3=Exit F12=Cancel |
Field |
Description |
RA number |
A number representing the return authorization. You create a new return authorization header record each time you create a return authorization for an item. One or more items would have the same return authorization number if you used F8 to return them all at once. This number consists of: Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only. Return authorization number: numeric, 3 positions; display-only. |
Line# |
The return authorization line associated with the return. The line number may be greater than 1 if you created the return authorization for all unreturned items on the order by pressing F8. Numeric, 3 positions; display-only. |
Item |
A code that identifies the unit of merchandise the customer is returning. Alphanumeric, 12 positions; display-only. |
SKU (Stock keeping unit) |
The item's unique characteristics, such as its size and color. Alphanumeric, one 14 position field (full SKU) or three 4-position fields (split SKU); display-only. |
Order line# |
The number of the order line on which the item was ordered. Numeric, 3 positions; display-only. |
Invoice# |
A unique number to identify the invoice and the line number of the invoice on which the item was shipped and billed. Invoice number: numeric, 7 positions; display-only. Invoice line number: numeric, 3 positions; display-only. |
Refund freight |
This field indicates whether to refund freight to the customer when crediting the return. Valid values are: Y = Refund freight. N (default) = Do not refund freight. This field is enterable only if you have authority to credit return authorizations. Alphanumeric, 1 position; required. |
Refund add'l chgs (Refund additional charges) |
This field indicates whether to refund any additional charges on the order to the customer when crediting the return. If there were negative additional charges billed on the order, refunding them results in adding positive addition charges, or decreasing the net amount of any refund. Valid values are: Y = Refund all additional charges on the order when crediting this return. N (default) = Do not refund additional charges. This field is enterable only if you have authority to credit return authorizations. Alphanumeric, 1 position; required. |
Refund handling |
This field indicates whether to refund handling charges to the customer when crediting the return. Only handling charges related to the item or units of the item being returned are refunded. If the Evaluate Special Handling Charges by Order Line (D67) system control value is set to Y, handling charges are refunded only if you process a return against all units of the item on the order line. Valid values are: Y = Refund handling charges. N (default) = Do not refund handling charges. This field is enterable only if you have authority to credit return authorizations. Alphanumeric, 1 position; required. |
Refund duty charges |
This field indicates whether to refund any duty charges for the returned item or units to the customer when crediting the return. Valid values are: Y (default) = Refund duty charges. N = Do not refund duty charges. This field is enterable only if you have authority to credit return authorizations. Alphanumeric, 1 position; required. |
Qty to return (Quantity to return) |
Enter the quantity of the item you are returning or exchanging to the same location and with the same return or exchange reason code. This field is: • required if the return authorization has been created only and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed. • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface. Numeric, 5 positions; required or display-only. |
Qty returned (Quantity returned) |
The quantity of the item that has been received into the warehouse on this return authorization only. Numeric, 3 positions; display-only. |
Qty credited (Quantity credited) |
The quantity of the item that has been credited on this return authorization only. This number should always be zero. Numeric, 3 positions; display-only. |
Return reason |
The reason that the customer is returning the item. A return reason code indicates whether returned items are defective, and are used for reporting purposes. You must enter either a return reason code or an exchange reason code to process a return authorization. You cannot have more than one return in process for an item against the same location. This field is: • required if you do not enter an exchange reason code, the return authorization has been created only, and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed. • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface. Return reason codes are defined in and validated against the Return Reason file. See Establishing Return Reason Codes (WRTR). Numeric, 3 positions; required or display-only. |
Exchange reason code |
The reason that the customer is exchanging the item. An exchange reason code indicates whether returned items are defective, and are used for reporting purposes. You must enter either a return reason code or an exchange reason code to process a return authorization. If you enter an exchange reason code, you advance automatically to the Enter Exchange Item Screen if this information was not already completed in an earlier session. You cannot have more than one return or exchange in process for an item against the same location. |
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This field is: • required if you do not enter a return reason code, the return authorization has been created only, and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed. • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface. Exchange reason codes are defined in and validated against the Exchange Reason file. See Establishing Exchange Reason Codes (WEXR). Numeric, 3 positions; required or display-only. |
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. This field is: • required if the return authorization has been created only, and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface |
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Regardless of whether the return disposition code specifies returning to the primary location, if the system control value Display "No Primary Location" Message in Returns (G46) is set to Y, and an item does not have a primary location, a pop-up window will display when you press Enter to update the record; the pop-up window warns you that a primary location for the item does not exist. Press F12 to cancel the window. If you are receiving the item, or receiving and crediting, you can change the return disposition code if you wish. Otherwise, press Enter again to retain the code already entered. See Return/Exchange Item Screen (Creating a Return). Return disposition codes are defined in and validated against the Return Disposition Values file. See Establishing Return Disposition Values (WRDV). Alphanumeric, 2 positions; required or display-only. |
Warehouse |
The code representing the warehouse where the item is being returned. If there is a default warehouse and primary location specified for the item or SKU, the warehouse defaults here, but you can override it. There must already be a record of the item in the warehouse you select. This field is: • required if the return disposition value affects inventory, if the return authorization has been created only, and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface Warehouse codes are defined in and validated against the Warehouse file; see Warehousing Creating and Maintaining Warehouses (WWHS). Numeric, 3 positions; required or display-only. |
Location |
The code representing the location within the warehouse where the item is being returned. If there is a default warehouse and primary location specified for the item or SKU, the location defaults here, but you can override it. This field is: • required if the return disposition value affects inventory, if the return authorization has been created only, and you are receiving, or receiving and crediting, at this time, as this information is required to process updates. • display-only if the return authorization has been created and received, and you are crediting at this time, as the related updates have already been processed • display-only if this is a drop ship item return which has been sent to CWCollaborate for automatic processing through the CWCollaborate Interface Location codes are defined in and validated against the Location file; see Warehousing Creating and Maintaining Locations (WLOC). Alphanumeric, 7 positions; required or display-only. |
Notify vendor |
This field indicates whether return authorization information for CWCollaborate drop ship items has been sent to the vendor via the CWCollaborate Interface. Valid values are:. Y = Return authorization information has been sent to CWCollaborate. N (default) = Return authorization information has not been sent 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 C • the Send returns to Collaborate field for the vendor is set to Y Alphanumeric, 1 position; display-only. |
Completing this screen:
• The system displays an informational warning message pop-up window when you press Enter and the item's primary primary location is frozen due to a physical inventory if the Display Frozen Primary Location Warning Message in Returns (F58) system control value is set to Y.
Note: The “primary primary” location is stored in the Primary loc (Primary location) field in the SKU file.
• If the item does not have a primary location, the system displays an informational pop-up window when you press Enter if the Display "No Primary Location" Message in Returns (G46) system control value is set to Y.
• The system processes the updates as far as your authority extends. See Accepting or Rejecting for more information on the updates that take place when you press F9 based on your authority level.
• If you are not processing an exchange at this time, you return to the Work with Returns for Order Screen, where a message displays indicating how far the return was processed. Additionally, the Quantity shipped, quantity returned, quantity credited, and RA pending fields are updated appropriately.
If you make a mistake: If you have made a mistake on this screen and already pressed Enter, you cannot correct the return authorization in the current session. Instead, you must press F11 to reject your entries in the current session and reenter the return authorization for the item.
Purpose: Use this screen to review a return authorization that is in process for an item. From this screen, you can also:
• Display the RA Exchange Item Window, which contains information on the exchange item for the return, if any.
• Advance to the Change RA Detail Screen (Complete/Process a Return for an Item), where you can continue processing the return authorization.
How to display this screen:
• Enter 5 next to an item at the Work with Returns for Order Screen (streamlined process)
• Enter 5 next to a return authorization at the Work with Return Authorization Detail Screen (standard process)
• Enter 5 next to an item at the Second Process RA Credits Screen (Crediting Returns (WRAC))
If multiple returns: If there is more than one return authorization in process for the item you select, you advance to the Work with RA Detail for Item Screen instead.
CSR0246 DISPLAY Display RA Detail 6/12/98 11:07:42 EZK Mail Order
RA Number . . . : 4639 - 1 - 4 Line#: 2 Item # . . . . . : BE1234 SKU . . . . . . : Order line#. . . : 2 Invoice# . : 3096 - 1 Refund freight . : N Refund add'l chgs: N Refund handling. : N Qty to return . : 2 Qty returned . . : 0 Return date . : Qty credited . . : 0 Return reason . : 444 Exchange reason : 0 Disposition Code : RF Warehouse . . . : 2 Location . . . . : PRIM4 Notify vendor. . : Y
F3=Exit F7=Exchange Info F9=Complete/Process F12=Cancel |
Field descriptions: See Return/Exchange Item Screen (Creating a Return).
Purpose: Use this window to review information on the item to ship in exchange for a returned item.
How to display this window: Press F7 at the Display RA Detail Screen. If there is not an exchange item to be shipped for the return, an error message displays.
RA Exchange Item EZK Mail Order
RA Number : 4634 - 1 - 7 RA Line # : 1 Item . . : BE1234 SKU . . . : Qty ordered : 1 No Charge? : Ship Via . : 0 Warehouse . : 0
F3=Exit F12=Cancel |
Field descriptions: See Enter Exchange Item Screen.
Work with RA Detail for Item Screen
Purpose: Use this screen to review return authorizations for an item if there is more than one authorization in process, or to delete a return authorization which has not yet been received and credited.
How to display this screen: Enter 5 or 9 next to an item at the Work with Returns for Order Screen if there is more than one authorization in process.
CSR0879 DISPLAY Work with RA Detail for Item 7/17/00 16:54:16 Sarah`s Joke Shop
Order Number: 794 - 1 Line #: 1 Item/SKU . .: BLUE
? RA# Date Quantity Quantity Quantity Return Exchange Return Created to Return Received Credited Reason Reason Disposition
Type options, press Enter. 4=Delete 5=Display 9=Complete/process return
1 7/17/00 1 0 0 1 0 1
F3=Exit F12=Cancel |
Field |
Description |
Date created |
The date the return authorization was created. Numeric, 6 positions (MMDDYY format); display-only. |
Screen Option |
Procedure |
Delete a return authorization |
Enter 4 next to a return authorization to delete it. Note: You can delete a return authorization record only you have the proper authority, as controlled by the Delete Return Authorizations (B03) secured feature, and if the return has not yet been received. However, if you have received the return and not yet accepted your entries, you can reject the entries in the current session, then reselect the return authorization and delete the item. CWCustomerReturn message: If the Send RA Message for RA Delete (J59) system control value is set to Y, the system generates a Generic WMS Customer Return XML Message (CWCustomerReturn) when you delete an RA; see Generating a CWCustomerReturn Message for Returns for additional setup. CWCollaborate returns: for returns of drop ship items processed through the CWCollaborate Interface, CWDirect automatically sends a deleted return message to CWCollaborate when you delete the return authorization detail if the vendor’s Send returns to Collaborate field is set to Y. |
Review a return authorization in process for the item |
Enter 5 next to a return authorization to advance to the Display RA Detail Screen. |
Continue processing a return authorization for the item |
Enter 9 next to a return authorization to advance to the Change RA Detail Screen (Complete/Process a Return for an Item). |
Accepting: Press F9 to accept all of your entries during the current session while Working with Return Authorizations: Streamlined Process. Depending on your authority, the updates made at this point are as follows:
Create: A message is written to order history:
Order was maintained through R/A.
Note that the dollar amount that displays with this message refers to the entire order total, not just the dollar value of any return.
Delivery confirmation: If a Delivery Confirmation general ledger number has been defined for the division associated with the order, the system:
• creates an order line history record for activity V (Delivered) for the quantity of the item that has been returned or exchanged. If part of the returned quantity has already been flagged as delivered, the system creates the order line history record for the quantity of the item that has not already been flagged as delivered. In addition, the system updates the External reference number field for the order line history record with System Gen’d by Ret, indicating the order line history record was created as a result of return processing. See Delivered (V) Order Line Activity Code.
• posts the delivery confirmation to the general ledger; see Posting Delivery Confirmation.
Note: The system does not create an order line history record for activity V if the entire returned quantity has already been flagged as delivered or the return is a misship return.
If the return authorization was created through the e-commerce interface: You can enable your web customers to create return authorizations on the storefront. When a return authorization is created through this method, a message such as the following is written to order history:
7/14/00 N RA 5525-1-1 created from the web.
Note that this message does not include a dollar amount or user ID.
You can review these messages by pressing F18 in order inquiry to advance to the Display Order History Screen.
If the return authorization is for a CWCollaborate drop ship item: Return authorization information is automatically sent to CWCollaborate when you accept the authorization if you have entered Y for the Notify vendor field on the Return/Exchange Item Screen (Creating a Return).
Receive: Receipts are processed through the ORDR_ASYNC job. Updates include:
• The inventory for the item, including increasing on-hand in the item location and item warehouse, and adding an inventory transaction history record
• the order, including the order detail and order line history
• for an exchange, adds the exchange item to the order
• the return authorization header and detail
Credit: Credits are processed through the ORDR_ASYNC and BILL_ASYNC jobs, which update:
• the order, including order history, and creating the credit invoice and refund, if appropriate
• the return reason or exchange reason history for the offer
• the return authorization header, deleting the detail record.
Note: Refunds can be either positive (you owe the customer money) or negative (the customer owes you money).
CWCustomerReturn message: The system generates a Generic WMS Customer Return XML Message (CWCustomerReturn) for the return, based on the setting of the Send RA Message for RA Create (J57) system control value:
• CREATED = The system generates the CWCustomerReturn message when the RA is created, but not yet received or credited.
• PROCESSED or blank = The system generates the CWCustomerReturn message when the RA is completely processed (created, received, and credited).
• BOTH = The system generates the CWCustomerReturn message when the RA is created and also when the RA is completed processed (created, received, and credited). However, if the return is created in one step, such as during streamlined return processing, the system generates the CWCustomerReturn message only when the RA is complete.
See Generating a CWCustomerReturn Message for Returns for additional setup.
Rejecting: Press F11 to reject all of your entries during the current session. Any updates to the return authorization files will be undone, and additional updates will not take place.
To undo an error you made while processing a return authorization against any of items during the current session, you must reject all entries. You cannot undo an individual return authorization.
| Working with Return Authorizations: Standard Process | Contents | SCVs | Search | Glossary | Reports | Solutions | XML | Index | Receiving Returns (WRAR) |
CS09_04 CWDirect 18.0.x 2018 OTN