1. SCM (Supply Chain Management)
  2. Inventory Management
  3. Warranty and Repairs Management
  4. Processing Refund, Repair, and Replacement Claims

Processing Refund, Repair, and Replacement Claims

After receiving the items, you can continue processing according to the action defined on the claim record. See the following topics for each claim action:

After creating an item receipt, the option to create the credit memo or sales order is displayed on the RMA record. For replacement claims, if your account has the Ship Replacement in Advance preference, you have the option to create the sales order even before creating the item receipt. For more information about this preference, see Setting Warranty Preferences.

To access the RMA record from a claim, see Viewing Related Records of Warranty Claims. Alternately, if you have the item receipt open, click the Return Authorization link in the Created From field. The option to create a credit memo or sales order is displayed only in view mode. The following instructions begin after opening an RMA record.

Important:

When you open an RMA record to create the credit memo or sales order, you must not add, change, or remove warranty items on the RMA. You cannot submit the RMA if you remove a warranty item.

Note:

Manually attaching transaction records to an RMA record is not a supported user action.

Creating a Credit Memo for Refund Claims

The following instructions show you how to create a credit memo specifically from a return authorization of a warranty claim.

Although you have the option to add more warranty items on a credit memo, only one RMA can be associated with it. To ensure proper tracking, it is best not to combine warranty items from different RMAs into one credit memo.

To create a credit memo for refund claims:

  1. On the Return Authorization page, click Refund. A new Credit Memo form is displayed.

  2. On the Credit Memo page, the required fields are populated with details from the RMA.

    You can enter other credit memo details in the Primary and Sales Information sections. In the Classification section, if you have the Class, Location, and Department features enabled, verify or select the values in their corresponding fields. For more information about creating a credit memo, see Issuing a Customer Credit Memo

  3. On the Items subtab, verify that the quantity and amount for the warranty item match the values on the RMA.

    You can enter other details for the warranty items. For more information, see the Items section in the topic, Issuing a Customer Credit Memo.

    Note:

    You must not change or remove warranty items on the credit memo. If a warranty item is replaced or removed, the credit memo cannot be submitted.

  4. Click Save.

You can view a credit memo on the associated RMA and claim record, on the Related Records subtab. To apply a credit memo to customer transactions, see Applying a Customer Credit Memo.

Creating a Sales Order for Replacement Claims

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:

Note:

You must have full permissions to Return Authorization to link the created Sales Order back to the Return Authorization form.

Although you have the option to add more warranty items on a credit memo, only one RMA can be associated with it. To ensure proper tracking, it is best not to combine warranty items from different RMAs into one credit memo.

The following instructions begin after opening an RMA record in view mode. For instructions on accessing an RMA from a claim or item receipt, see Processing Refund, Repair, and Replacement Claims.

To create a sales order for replacement claims:

  1. On the Return Authorization page, click Create SO. A new Sales Order form is displayed.

  2. On the Sales Order page, the required fields are populated with details from the RMA.

    You can enter other sales order details in the Primary and Sales Information sections. In the Classification section, if you have the Class, Location, and Department features enabled, verify or select the values in their corresponding fields. For more information about creating a sales order, see Creating Sales Orders.

  3. On the Items subtab, verify that 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.

    Note:

    You must not change or remove warranty items on the sales order. If a warranty item is replaced or removed, the sales order cannot be submitted.

  4. Click Save.

When you save the sales order in Pending Approval status, the record is submitted for approval. To process the shipping of the replacement item, see Order Fulfillment. The sales order can be tracked on the associated claim record, on the Related Records subtab, and RMA record, in the Replacement SO No. field.

Creating a Sales Order for Repair Claims

Repair claims for assembly items require a sales order to track outgoing inventory. On the sales order, you can add the repaired items, and include replacement parts or additional services required for the repair.

Important:

If you have the Close RMA Upon SO Creation preference enabled, an RMA is automatically closed even when all items have not been received yet. When you create a sales order for partially received items, you cannot receive additional items on the item receipt. For more information about the preference, see Setting Warranty Preferences.

To review the setup requirements related to repair claims, see Creating Repaired Items.

The following instructions begin after opening an RMA record in view mode. For instructions on accessing an RMA from a claim or item receipt, see Processing Refund, Repair, and Replacement Claims.

To create a sales order for repair claims:

  1. On the Return Authorization page, click Create SO. A new Sales Order form is displayed.

  2. On the Sales Order page, the required fields are populated with details from the RMA.

    You can enter other sales order details in the Primary and Sales Information sections. In the Classification section, if you have the Class, Location, and Department features enabled, verify or select the values in their corresponding fields. For more information about creating a sales order, see Creating Sales Orders.

  3. On the Items subtab, be sure to check the box in the Create WO column for the repaired item.

    Note:

    You must not change or remove repaired items on the sales order. If the item is replaced or removed, the sales order cannot be submitted.

  4. Click OK to save the line item.

    If you want to add line items for replacement parts or additional services, click Add and then enter the details in the new line item.

  5. Click Save.

When you save the sales order in Pending Approval status, the record is submitted for approval. The sales order can be tracked on the associated claim record, on the Related Records subtab, and RMA record, in the Replacement SO No. field.

After a sales order has been approved, the record is updated with the work order number on the Items subtab. In the Create WO column of the warranty line item, click the work order number link to open the Work Order form. Work orders are included in the list on the Related Records subtab of the associated claim.

When creating a work order for a repair claim, you can review the repaired items that you assigned to the assembly items. For more information, see Setting Up Warranty Information on the Item Record.

For more information about work order processing and other required forms, see the following topics:

Related Topics

Warranty and Repairs Management
Setting Up Warranty and Repairs Management
Setting Warranty Preferences and Items
Warranty Registration
Warranty Claims
Return Authorization for Warranty Claims

General Notices