Route Customer Returns

To route defective parts returned by the customer:

1. Navigate to the Fusion Service, Service Requests page.

2. Create or edit a service request to capture the details of the item returned by the customer.

3. Open the service request.

4. In the Edit Service Request options, click Parts.

5. In the Parts tab, click the Add (+) button to go to the Add Part window.

6. Select the appropriate service activity from the Service Activity list of values.

7. Select the item to be returned. Enter the quantity and unit of measure.

8. Enter a return reason if required.

9. The Destination Organization and Destination Subinventory fields are automatically populated to display the default destination warehouse for the part or item being returned. This is based on the return routing rule setup.

10. You can override this selection and choose another warehouse.

11. After you've entered all the fields, click Add.

12. When you return to the Parts tab, click Order.

A Return Material Authorization (RMA) number is created to track and receive the defective parts. A negative value in the amount column indicates the return line captured in the service request. The service agent then provides the customer with the return-to address and the Return Material Authorization number. When the part or item is received in the warehouse, a credit invoice is created and sent to the customer.