Using the Return Authorization from Case SuiteApp
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Creating a Return Authorization or a Replacement Sales Order
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Deleting, Voiding, or Canceling Records in Return Authorization from Case
Creating a Case Record
To create a case record, follow the guidelines and procedures in the help topic Create Cases.
Using custom forms of other SuiteApps to create a case removes the Return Authorization from Case SuiteApp’s custom fields, namely, Return Authorization, Source Transaction, and Replacement Sales Order.
Searching for a Transaction
To create a return authorization or a replacement sales order based on a customer invoice or sales order, you must first search for the transaction record with the item or items for return or replacement. You can use the following filters to search for transaction records:
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transaction type
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document number
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transaction date
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date range
Note:The date range filter is set to 90 days by default if you have not set your preferred value. For more information, see Setting the Default Range for the Date Range Filter.
The following table lists records included and excluded in the search results based on transaction status.
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Transaction Type |
Included |
Excluded |
|---|---|---|
|
Customer Invoice |
Open Paid in Full |
Pending Approval Rejected |
|
Sales Order |
Billed Partially Fulfilled Closed Pending Billing Pending Billing or Partially Fulfilled |
Canceled Pending Approval Pending Fulfillment |
To search for a transaction:
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Go to Lists > Support > Cases.
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Click the View link for the case record you created.
Note:The Search Transaction button only appears in View mode.
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Click Search Transaction.
Search is not enabled if both a return authorization and a replacement sales order are already linked to the case record.
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In the Search Filters group, define your search for records:
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Using the date filter:
Set the date range using the From and To fields. You can select start and end dates using the calendar icon. If you have defined a default number of days for the date range filter, the range is automatically set when you select a start or end date.
Note:If for a particular case, you choose not to use the default number of days, you can manually edit the dates to set the date range you prefer.
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In the Transaction Type field:
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Select All to search for both customer invoices and sales orders.
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Select Customer Invoice to search for existing customer invoices.
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Select Sales Order to search for existing sales orders.
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In the Document Number field, enter the exact document number of the customer invoice or sales order.
Note:The Type-Ahead On List Fields preference does not support this field.
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Click Search.
The list of sales orders or customer invoices that fall within your set filters appears on the Search Transaction page. You can sort the search results by Type, Date, Currency, and Amount.
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Proceed to Creating a Return Authorization or a Replacement Sales Order.
Creating a Return Authorization or a Replacement Sales Order
By this time, you have already created a case record and then performed a search of transaction records using filters on the case record. For more information, see Searching for a Transaction.
To create a return authorization or a replacement sales order:
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On the Search Transaction page, click the Select Transaction link for the customer invoice or sales order record you want to link to the case record.
The Create Transaction page appears, containing the list of items purchased in the sales order or customer invoice.
Note:Processing records that contain more than 500 line items may result to performance issues.
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In the Create Transaction field, choose the transaction you want to generate.
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Return Authorization – to generate a return authorization record from the transaction.
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Replacement Sales Order – to generate a new sales order from the transaction.
Note:You cannot choose a transaction if one of the same type is already linked to the case record.
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In the Items sublist:
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Under Select, check the corresponding box for the items for return or replacement.
You must select at least one item to create a return authorization or replacement sales order.
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In the Quantity field, enter the number of items for return or replacement.
If you are creating a return authorization, the value should not exceed the amount specified in the Returnable Quantity column.
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Click Submit.
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Verify the information about the Return Authorization or Sales Order page. Edit as required.
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Click Save.
The generated return authorization or sales order transaction now contains a link to the support case. The link to the created transaction record is also available on the case record.
Take note of the following when you create a replacement sales order for a customer invoice:
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By default, only the values of standard item line column fields are automatically copied from an invoice to a generated sales order. See Field Values Copied from an Invoice to a Replacement Sales Order.
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You must enter the values manually in the item line column fields of a replacement sales order, which are not listed in the field values copied from an invoice to a replacement sales order.
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To update the price level of an item, you must remove the items then add them back on the item line before editing the value.
Field Values Copied from an Invoice to a Replacement Sales Order
The values from the following invoice and a sales order fields are copied when creating a replacement sales order:
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Transaction Type |
Field Name |
|---|---|
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Invoice |
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Sales Order |
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Deleting, Voiding, or Canceling Records in Return Authorization from Case
When generated, a return authorization or replacement sales order is automatically linked to the case record and the original or source record. Take note of the following resulting scenarios when you delete, void, or cancel any one of the linked records.
Only the user with the custom Support Administrator role can void, cancel, or delete transactions.
Support Case
When you delete the support case record, the link to it on the associated return authorization or replacement sales order is removed. The return authorization or replacement sales order record is not deleted.
Source Transaction
When you delete, void, or cancel the original customer invoice or sales order record, the link to that source record as well as the links to generated transaction records are removed from the case record. The associated return authorization or replacement sales order record is not deleted.
Return Authorization
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When you delete, void, or cancel a generated return authorization and the case record also has a replacement sales order, only the link to the return authorization is removed from the support case.
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When you delete, void, or cancel a generated return authorization and the case record does not have a replacement sales order associated with it, the links to the return authorization and the source transaction are removed from the support case.
Replacement Sales Order
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When you delete, void, or cancel a generated replacement sales order and the case record also has a return authorization, only the link to the replacement sales order is removed from the support case.
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When you delete, void, or cancel a generated replacement sales order and the case record does not have a return authorization associated with it, the links to the replacement sales order and the source transaction are removed from the support case.