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

Issuing a Return from Original Sales Orders

You can issue a return from original sales orders by following these steps.

To issue a return from the original sales order:

  1. Go to Transactions > Sales > Enter Sales Orders > List.

  2. Click the View link next to the sales order that contains the contract items that you're returning.

  3. On the sales order form, click the Authorize Return button. A return authorization opens, with the items and other information from the contract sales order automatically filled in.

    • The end user is selected in the End User field.

    • The Order Type field is automatically set to Contract-Downsell.

    • The contract is selected in the Contract field.

    • The contract items are shown on the Items subtab.

    The header dates on the RMA match the date and term fields on the sales order.

    Note:

    If you've enabled scripts R01A and R01B in Contract Renewals Preferences and you've more than 100 line items in your sales order, this may cause an error in processing an authorized return. To prevent this, you can limit the number of items in a sales order to 100 or less. But if you can't limit the number of items in your sales order, 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 the sales orders without encountering errors. Then, after you've authorized the returns, you can enable the scripts again.

  4. Adjust the items listed on the Items subtab to show only the items and quantities you're issuing a return for.

  5. Adjust the term, start, and end dates to reflect the portion of the contract term you're issuing the return for.

  6. Click Save.

When the return is approved, the transaction lines are available for the creation of contract items. The downsell items appear as offsetting items with a negative quantity on the contract and on the Contract Items subtab of the customer record.

When the contract is renewed, downsell contract items are omitted from the renewal transaction.

You can also enter a standalone RMA, but you must make sure that the rates for the lines items on the RMA are the same as the rates on the sales order. To create a standalone RMA, go to Transactions > Customers > Issue Return Authorizations. For more information, see Entering a Standalone Return Authorization.

Note:

For downsell of contract items that use quantity pricing, creating a standalone RMA or manually adding the item to an RMA (regardless of how the RMA is created) may result in validation error.

General Notices