Creating a Sales Order for a Replacement Claim

After receiving an item, you can create the sales order from the return authorization. Processing of replacement claims vary when you have either of the following warranty preferences enabled in your account:

After you receive an item, you can create the sales order from the return authorization. Processing replacement claims varies when you have either of these warranty preferences enabled:

• Ship Replacement in Advance - This preference enables the Create SO button on the RMA even if you haven't received the item or created an item receipt.

• Close RMA Upon SO Creation - This preference automatically closes the RMA when you've created the sales order.

  Important:

  If you have the Close RMA Upon SO Creation preference enabled, an RMA closes automatically even if all items haven't been received yet. When you create a sales order for partially received items, you can't receive more items on the item receipt.

  For more information about these preferences, see Setting Warranty Preferences.

You can add more warranty items to a credit memo, but only one RMA can be linked to it. It's best not to combine warranty items from different RMAs into one credit memo.

For steps to access an RMA from a claim or item receipt, see Managing Refund, Repair, and Replacement Claims.

To create a sales order for a replacement claim:

1. On the Return Authorization page, click Create SO.

2. On the Sales Order page, the required fields fill in automatically with details from the RMA.

   For more information about creating a sales order, see Creating Sales Orders.

3. On the Items subtab, make sure the quantity of the warranty item matches the value on the RMA.

   • For replacement items, the amount of the warranty item is set to zero.

   • You can enter other details for the warranty item. For more information, see the Items section in the topic, Creating Sales Orders.

   Tip:

   Keep all warranty items unchanged on the sales order. If you replace or remove a warranty item, you won't be able to submit the sales order.

4. Click Save.

When you save the sales order with Pending Approval status, it's submitted for approval. To process shipping for the replacement item, see Order Fulfillment. You can track the sales order on the claim's Related Records subtab and on the RMA in the Replacement SO No. field.

Related Topics

• Managing Refund, Repair, and Replacement Claims
• Creating a Credit Memo for a Refund Claim
• Creating a Sales Order for a Repair Claim

General Notices