1. Order Management
  2. Sales Orders and Cash Sales
  3. Software Vertical Contract Renewals
  4. Managing Contracts
  5. Contracts and Returns
  6. Processing a Return from Contract Records

Processing a Return from Contract Records

You can process a return from contract records by following these steps.

To process a return from the contract record:

  1. Open the contract record. For information about viewing a contract record, see Viewing a Contract.

  2. On the contract record, click Edit.

  3. On the Contract Items subtab, check the box in the Process column and click OK for each item that you want to return.

    To check the Process box for all contract items, click Mark All. To clear the Process box for all contract items, click Unmark All

  4. Click the Create Down-sell RMA button. A progress bar appears while the RMA is being created in the background. When the RMA is created, the page redirects to the RMA record in edit mode, with the contract items for return automatically added on the Items subtab.

    Note:

    If you've contract items with the same name and rate, these items will be combined as a single line item on the RMA created from the contract record. The initial quantity of the item on the RMA will be equal to the combined total quantity of contract items that can be returned.

  5. On the Items subtab of the return authorization form, set the quantity of the contract items that you want to issue a return for. Also, verify that the other details of the contract items are properly set. For a return to be valid, the items and rates on the return authorization must match the items and rates on the contract.

    Note:

    If you've enabled scripts R01A and R01B in Contract Renewals Preferences and you've more than 100 items, this may cause an error in processing an authorized return. To prevent this, you can limit the number of items to 100 or less. But if you can't limit the number of items in your contract, you can disable R01A and R01B scripts temporarily. This can be done by editing Contract Renewals > Setup > Contract Renewals Preferences. When the scripts are disabled, you can proceed with processing the authorized returns in contract records without encountering errors. Then, after you've authorized the returns, you can enable the scripts again.

  6. Click Save. The page refreshes and reloads the RMA in view mode.

General Notices