Posting a Return or Exchange Through Order Entry

Purpose: You can use Order Entry to enter a new order for an item being returned when:

• you have converted your orders and cannot post the return against the original order number

• you have purged the original order from the system

• a customer paid for the item with more than one payment type (such as a check and credit card), but wants you to credit the credit card the full amount of the return

In this topic:

• Return Updates in Order Entry

• Returning an Item in Order Entry

• Enter Return/Exchange Reason Window

• Exchanging an Item in Order Entry

• Enter Serial Numbers Screen

Return Updates in Order Entry

These updates occur for returns entered through Order Entry:

• order is updated to X (closed) status if the entire order is a return

• order is open if an exchange item was entered; this item reserves and ships in the normal way

• the number and dollar amount for returns are updated by the quantity returned; however, the number and dollar amount of orders are not updated

• a refund, such as a credit card credit or a refund check, will be generated for this order when you process refunds

Refund check messages: You can use the Work with Order Messages Screen to enter messages that will print on the customer's refund check. The messages will print only if you use the base refund check print program (CSR0836), or if your unique refund check printing program supports messages.

Return Authority: In order to post a return or exchange through order entry, you must have authority to the following secured features:

• Enter Return Authorization (A28)

• Receive Return Authorization (A29)

• Credit Return Authorization (A34)

If you do not have authority to these secured features, the system displays an error message when you try to post a return or exchange in order entry: User is not authorized to process a return.

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 through order entry, 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.

Returning an Item in Order Entry

Use the following steps to return an item in order entry.

1.	At the Select Customer Sold To For Order Screen in Order Entry, select the customer who is returning the item.
2.	Complete the Work with Order Screen.
3.	Enter the code for the item being returned at the Work with Order Lines Screen (Adding Items to the Order).
4.	At the Qty field, enter the number of units of the item being returned. Make sure to enter this number as a negative number to process a return.
5.	Optionally, at the Price field, enter the price the customer paid for the item. This is the amount you will credit to the customer, and can be different from the current price of the item.
6.	At the Ovr field, enter the reason code for overriding the price of the item, if needed.
7.	Select OK to advance to the Enter Return/Exchange Reason Window.

Enter Return/Exchange Reason Window

At this window, you must tell the system how to process the return.

1.	At the Return reason field, enter the reason code for the return.
2.	At the Return disposition field, enter the return disposition code for the return. The system uses the Default Disposition Code (C18), but you can override it. An error message indicates if you do not have authority to the return disposition value: User Does not have authority to return disposition code.
3.	Enter the code for the warehouse and location to which the item is being returned. These fields default from the Item or SKU table, or from the return disposition code, but you can override them.
4.	Optionally, unselect the Refund duty field if you do not want to refund any duty for the item. This field defaults to selected. Note: If the Refund duty field is selected and duty was not calculated for the item, the system automatically updates this flag to unselected when it creates the RA Detail record.
5.	Select OK. The item is added to the new order with a negative quantity and a negative dollar amount. This means that you are posting a return and crediting the customer.

An informational warning pop-up window opens when you select OK if the item's primary primary location is frozen due to a physical inventory and the Display Frozen Primary Location Warning Message in Returns (F58) system control value is selected. The “primary primary” location is stored in the Primary location field in the SKU table.

The system also displays an informational pop-up window when you select OK if the item has no primary location (for example, the item has been liquidated and sold through a retail outlet), and if the Display "No Primary Location" Message in Returns (G46) system control value is selected.

Note: If the item being returned is a serial numbered item, you will advance automatically to the Enter Serial Numbers Screen. At this screen, you will need to enter the serial number for each unit of the item being returned.

Exchanging an Item in Order Entry

Use these steps when the customer is returning an item and wants you to send a different item.

1.	At the Select Customer Sold To For Order Screen in Order Entry, select the customer who is returning the item.
2.	Complete the Work with Order Screen.
3.	Enter the code for the item being returned at the Work with Order Lines Screen (Adding Items to the Order).
4.	At the Qty field, enter the number of units of the item being returned. Make sure to enter this number as a negative number to process a return.
5.	Optionally, at the Price field, enter the price at which the item was sold to the customer. This is the amount you will credit to the customer. This can be different from the current price of the item.
6.	At the Ovr field, enter the reason code for overriding the price of the item, if needed.
7.	Select OK. The Enter Return/Exchange Reason Window opens. At this window, you must tell the system how to process the returned item and identify the reason for the item exchange.
8.	At the Exchange reason field, enter the reason code for the exchange.
9.	At the Return disposition field, enter the return disposition code for the return. The Default Disposition Code (C18) defaults here, but you can override it.
10.	An error message indicates if you do not have authority to the return disposition value: User Does not have authority to return disposition code.
11.	Enter the code for the warehouse and location to which the item is being returned. These fields default from the Item or SKU table, or from the return disposition code, but you can override them.
12.	Optionally, unselect the Refund duty field if you do not want to refund any duty for the item. This field defaults to selected.
13.	Select OK. The item is added to the new order with a negative quantity and a negative dollar amount. This means that you are posting a return and crediting the customer.
14.	Enter the code for the item that the customer wants to order, using a positive quantity.
15.	Optionally, select Payments to add a payment to the order if the new item is more expensive than the item being returned. If the new item is less expensive, the customer will be refunded the difference when you process refunds.

An informational warning pop-up window opens when you select OK if the item's primary primary location is frozen due to a physical inventory and the Display Frozen Primary Location Warning Message in Returns (F58) system control value is selected. The “primary primary” location is stored in the Primary location field in the SKU table.

The system also displays an informational pop-up window when you select OK if the item has no primary location (for example, the item has been liquidated and sold through a retail outlet), and if the Display "No Primary Location" Message in Returns (G46) system control value is selected.

If the item being returned is a serial numbered item, you will advance automatically to the Enter Serial Numbers Screen. At this screen, you will need to enter the serial number for each unit of the item being returned.

Refunding extra charges: To credit the customer for shipping, handling or other types of charges on the returned item.

1.	Select Charges to display the Enter Additional Charges Window.
2.	At the Add'l chg code field, select the appropriate additional charge code.
3.	Enter the dollar amount in the Amount field.
4.	Select OK. The Chg field in the order totals is updated with these credits.

Changing payment information: If the purpose of entering the return is to credit the credit card for the full amount of the item.

1.	Enter the return; see Returning an Item in Order Entry.
2.	Select Payments to display the Enter Payment Method Screen.
3.	Select the appropriate code for the credit card you want to credit.
4.	Complete the payment information by typing the credit card number, expiration date, authorization number, and authorization date.
5.	Select OK, then Accept to accept the order.

Enter Serial Numbers Screen

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.

Note: Unless you have the proper authority to override, the system will require that you enter an existing serial number in a shipped (S) status at this screen.

How to display this screen: Complete the Enter Return/Exchange Reason Window in order entry or order maintenance, or the Return/Exchange Item screen in order maintenance.

Serial numbers: 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. This is an alphanumeric, 20-position field.

Instructions:

1.	Enter the serial number for each unit of the item the customer is returning in each field provided. When you have completed each serial number field on the screen, select OK.
2.	The system highlights any serial number fields that are not complete, or that contain serial numbers not currently in a shipped (S) status. Complete or correct any fields and select OK again.
3.	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.