Processing Refund, Repair, and Replacement Claims

After you receive the items, you can keep processing based on the action set on the claim record. See the following topics for each claim action:

• Creating a Credit Memo for Refund Claims

• Creating a Sales Order for Replacement Claims

• Creating a Sales Order for Repair Claims

After you create an item receipt, you'll see the option to create a credit memo or sales order on the RMA record. For replacement claims, if your account has the Ship Replacement in Advance preference turned on, you can create the sales order even before you create 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. Alternatively, if you have the item receipt open, click the Return Authorization link in the Created From field.

Important:

When you open an RMA to create a credit memo or sales order, don't add, change, or remove warranty items. You can't submit the RMA if you remove a warranty item.

Creating a Credit Memo for Refund Claims

This section covers how to create a credit memo from a return authorization for a warranty claim.

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 more information about creating a credit memo, see Issuing a Customer Credit Memo.

To create a credit memo for refund claims:

1. On the Return Authorization page, click Refund.

2. On the Credit Memo page, the required fields fill in automatically with details from the RMA.

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

   Tip:

   Keep all warranty items unchanged on the credit memo. If you replace or remove a warranty item, you won’t be able to submit the credit memo.

4. Click Save.

You can see a credit memo on the related RMA and claim record in 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:

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 Processing Refund, Repair, and Replacement Claims.

To create a sales order for replacement claims:

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.

Creating a Sales Order for Repair Claims

Repair claims for assembly items need a sales order to track outgoing inventory. On the sales order, you can add repaired items, replacement parts, or extra services needed for the repair.

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 the preference, see Setting Warranty Preferences.

To review the setup needed for repair claims, see Creating Repaired Items.

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 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 you check the box in the Create WO column for the repaired item.

   Tip:

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

4. Click OK to save the line item.

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

5. Click Save.

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

After a sales order is approved, the work order number appears on the Items subtab. In the Create WO column of the warranty line, click the work order number link to open the Work Order form. Work orders show up in the Related Records subtab of the claim.

When you create a work order for a repair claim, you can review the repaired items 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:

• To enter a work order, see Entering an Individual Work Order or Assembly Work Orders.

• To enter an assembly build, see Building Assembly Items.

• To create an item fulfillment, see Order Fulfillment.

Related Topics

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

General Notices