Managing Return Orders for Siebel Consumer Goods

A return order is an order that the customer returns. It contains products or services that the customer purchased on a specific date.

The following procedures related to returns and return management are included in this topic:

• "Collecting Returns (Creating Return Orders)"

• "Displaying Return Order Details"

• "Modifying Return Order Information"

• "Modifying Line Item Information for Return Orders"

• "Capturing Signatures for Return Orders"

• "Printing Return Orders"

  
  

  Note : You must complete the relevant setup tasks detailed in Siebel Consumer Goods Guide and Siebel Applications Administration Guide before using the Siebel Mobile application for Siebel Consumer Goods.

  
  

Collecting Returns (Creating Return Orders)

Van sales representatives typically check to see if customers have returned items. If so, a Return Merchandising Authorization (RMA) order must be generated. Complete the following procedure to collect returns (create return orders).

To collect returns 

1. Navigate to the Call Items view.

   Tap Side Menu and then tap Calls Items to display the following.

   • Call details and activities in the main pane.

   • Summary call details in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Create a new record activity, of type Return Order or RMA Return, as follows:

   1. Tap New (the plus (+) icon) next to Activity in the main pane.

   2. Enter the information for the activity in the fields that appear, and then save the record.

      • In the Type field, select Return Order or RMA Return for example from the drop-down menu.

      • In the Description field, type in a description for the return order.

   3. Tap Start Activity.

      A new return order is created.

   4. Drill down on the Return Order link in the Type field to open the return order in the Returns view.

4. In the Returns view, enter the return order details by creating line items as follows:

   1. Tap New (the plus (+) icon) next to Return Order Line Items in the main pane.

   2. Enter the information for the new return order line item in the fields that appear, and then save the record.

      Line items are not limited to the authorized product distribution list. You can add any product that is available on your mobile device as a listed product, including discontinued products.

5. In the Returns view, tap Credit when you have finished adding return order line items.

   When you tap Credit, the following happens:

   • The value in the return order's Status field changes to Billed.

   • A Credit Note is created for the return order account.

   • An invoice is created for the return order.

   • The Invoices view opens showing the invoice for the return order.

6. In the Invoices view, tap Deliver.

   When you tap Deliver, the following happens:

   • The value in the invoice's Status field changes to Closed.

   • A Credit Memo is created for the return order account.

   • The inventory is updated.

7. End the (Return Order) activity as follows:

   • Go back to the Call Items view.

   • Navigate to the call, and then select the activity that you want to end.

   • Tap End Activity in the main pane.

   After you have collected all the returned products from a particular activity, then you can end the activity.

Displaying Return Order Details

You can display return order details by using the Returns view.

To display return order details 

1. Tap Side Menu and then tap Returns to display the following:

   • The Returns list and details in the main pane or work area.

   • The calendar in the side pane showing the call scheduling information.

2. Drill down on a link in the Order Number field to open that return order record.

   All line items associated with the return order appear in the main pane.

   You can perform the following tasks from this view:

   • "Modifying Return Order Information"

   • "Modifying Line Item Information for Return Orders"

   • "Capturing Signatures for Return Orders"

   • "Printing Return Orders"

Modifying Return Order Information

Complete the following procedure to modify return order information.

To modify return order information 

1. Tap Side Menu and then tap Returns to display the following:

   • The Returns list and details in the main pane.

   • The calendar in the side pane showing the call scheduling information.

2. To update an existing return order, tap the record field that you want to update in the main pane, and update the field value.

   You must navigate away from the record to save your changes to it.

3. Create a new return order as follows:

   1. Tap New (the plus (+) icon) in the main pane.

   2. Enter the information for the new return order in the fields that appear, and then save the record.

      The following table describes some of the return order fields.

      Field Name	Description
      Order Date	Displays the date the order was created.
      Order Number	Displays the order number.
      Type	Displays the order type, such as, RMA Return and RMA Exchange.
      Status	Displays the status of the order. For example: Pending, New, Open, Booked, In-Transit, Shipped, Billed, Active, Paid, Closed, and so on.
      Account	Select an account to associate the order to.
      Location	Displays the account's site location. This field fills in after you choose an account.
      Price List	Select a price list to associate with the order.
      Tax List	Select a tax list to associate with the order.
      Priority	Select a priority (High, Medium, Low, Urgent) for he order.
      Discount Percent	Select a discount to associate with the order if applicable.

      
      

Modifying Line Item Information for Return Orders

Complete the following procedure to modify the line item information for a return order.

To modify the line item information for a return order  

1. Tap Side Menu and then tap Returns to display the following:

   • The Returns list and details in the main pane.

   • The calendar in the side pane showing the call scheduling information.

2. Update an existing return order line item as follows:

   1. Drill down on a link in the Order Number field to open that return order record.

      All return order line items associated with the record appear in the main pane.

   2. Tap the record field that you want to update, and update the field value.

      You must navigate away from the record to save your changes to it.

3. Create a new return order line item as follows:

   1. Tap New (the plus (+) icon) in the main pane.

   2. Enter the information for the new return order line item in the fields that appear, and then save the record.

Capturing Signatures for Return Orders

Complete the following procedure to capture the electronic signature for a return order in the Siebel Mobile application for Siebel Consumer Goods. You capture the signature to verify that the contact reviewed the return order.

Note: Signature display is not supported in offline mode.

To capture the electronic signature for a return order 

1. Tap Side Menu and then tap Returns to display the following:

   • The Returns list and details in the main pane.

   • The calendar in the side pane showing the call scheduling information.

2. Drill down on a link in the Order Number field to open that return order record.

   All return order line items associated with the record appear in the main pane. Review the return order line items.

3. Tap Sign.

   Information about the return order and about the contact for the return order appears in the main pane.

4. Capture the signature of the contact in the signature input box.

5. If you make a mistake when capturing the signature, tap Clear to clear the signature and start again.

6. Save the record when finished.

Printing Return Orders

Complete the following procedure to print a return order in the Siebel Mobile application for Siebel Consumer Goods.

Note: The print capability in the Siebel Mobile application for Siebel Consumer Goods is built using third-party open source embedded javascript (http://embeddedjs.com) and uses MIT licensing. For more information, see "MIT License".

To print a return order 

1. Tap Side Menu and then tap Returns to display the following:

   • The Returns list and details in the main pane.

   • The calendar in the side pane showing the call scheduling information.

2. Drill down on a link in the Order Number field to open that return order record.

   All return order line items associated with the record appear in the main pane.

3. Tap Print Preview to preview the return order details.

4. Tap Print to print the return order.