Return Covered Items

If the sales order is in Closed status or Partially Closed status, then you can return a covered item that the sales order references.

You return a covered item in the same way you return an item that isn't covered. For details, see Return Sales Orders.

Here's what Order Management does when you return a covered item.

• Cancels all coverage items for the covered item, even if the coverage items are on different sales orders.

• Sets the return quantity of the coverage item to the same value as the return quantity of the covered item.

• If you change the return quantity of the covered item, then Order Management also changes the return quantity of the coverage item.

• Refunds the account when it receives the returned item.

  • Order Management uses a credit memo to prorate the portion of the coverage item that the customer didn't use.

  • If the coverage item includes recurring charges, then Accounts Receivable prorates and credits the remaining amount for the current period, then cancels future invoices according to the coverage end date.

Make Complex Cancellations and Returns

You might need to cancel or return more than one coverage item for the same covered item.

Assume the Standard Desktop Computer includes two coverage items.

Sales Order	Order Line	Item	Quantity	Associated Order Line
00001	1	Standard Desktop Computer	10	Not Applicable
00001	1:1	Service Warranty	10	Order 1, line 1
00002	1	Parts Warranty	10	Order 1, line 1

Assume you added the service warranty when you created sales order 00001, but you added the parts warranty sometime later in a separate sales order after Order Management fulfilled the Standard Desktop Computer.

Return Some of the Covered Items

Assume you return a quantity of 2 of the Standard Desktop Computer. The Associated Order Line references the return order so Order Management can process the covered item and the coverage items together.

Return Order	Order Line	Item	Quantity	Associated Order Line	Original Order
00003	1	Standard Desktop Computer	2	Not applicable	Order 1, line 1
00003	2	Service Warranty	2	Order 3 line 1	Order 1, line 1.1
00003	3	Parts Warranty	2	Order 3, line 1	Order 2, line 1

Return the Remaining Part of the Parts Warranty

Some time later, you must return the remaining part of the Parts Warranty coverage. You can use the Order Page to locate sales order 00002, then return only order line 1 of sales order 00002.

Item	Quantity to Return	Returnable Quantity	Associated Order Line	Original Order
Parts Warranty	8	8	Order 1, line 1	2

You can't change the quantity to return. You must return the remaining quantity that you haven't already returned.

Here's what the resulting return sales order will look like.

Return Order	Order Line	Item	Quantity	Associated Order Line	Original Order
00004	1	Parts Warranty	8	Order 1, line 1	Order 2, line 1

Associated Order Line references the sales order that originally contained the covered item because sales order 00004 doesn't contain the covered item.

Return More Covered Items

Assume some time later you start a return for a quantity of one more Standard Desktop Computer, and encounter these values in a dialog.

Item	Quantity to Return	Returnable Quantity	Associated Order Line	Original Order
AS54888	1	8	Not applicable	1
Service Warranty Covers line 1	Read only	8	Order 1, line 1	1

The dialog doesn't display details about Parts Warranty because you already returned the entire quantity for Parts Warranty.

Here's what the return order will look like.

Return Order	Order Line	Item	Quantity	Associated Order Line	Original Order
00005	1	Standard Desktop Computer	1	Not applicable	Order 1, line 1
00005	2	Service Warranty	2	Order 5, line 1	Order 1, line 1.1

Associated Order Line references the return order so Order Management can process the covered item and the coverage item together.