Return Items Without Original Sales Order

Return an item when you don't have the original sales order.

Assume your customer Computer Service and Rentals must return one AS54888 desktop computer and 1 year of warranty coverage for the AS54888 because they ordered the wrong item, but the customer doesn't have the original receipt, and you can't locate the original sales order.

You will create this return order.

Note

• The return uses negative values to indicate it will credit the account.

• The order line doesn't include a reference to the original order.

• The order line uses an icon with a left facing truck to indicate a return.

Here's how Order Management calculates the credit amount when you add the return to sales order.

• Sets attribute Billing Frequency to One Time Billing.

• Sets attribute Number of Billing Periods to 1.

• Prices the return line according to the price that exists on the date and time when you add the order line.

  For example, if your customer purchases the item on January 1, 2018 for $2,300, returns it on January 1, 2019, and if the price on January 1, 2019 is $2,500, then Order Management calculates the price at $2,500.

• Recalculates the sales order price according to the pricing that exists on the date and time when you save or submit the sales order.

• Issues the entire credit to the customer instead of sending an individual credit for each period.

You can't modify this behavior.

This topic uses example values. You might need different values, depending on your business requirements.

Return items without the original sales order.

1. Create the sales order.

   • Go to the Order Management work area, then click Tasks > Create Order.

   • On the Create Order page, set the values.

     Attribute	Value
     Customer	Computer Service and Rentals
     Business Unit	Vision Operations
     Bill-to Customer	Computer Service and Rentals Order Management uses billing attributes, such as Bill-to Customer, to calculate reverse billing instead of adding separate credit attributes to the sales order.
     Bill-to Account	Computer Service and Rentals

2. Return the item.

   • In the Order Lines area, click Actions > Add Unreferenced Return Lines.

   • Set the values.

     Attribute	Value
     Item	AS54888 After you add the item, in the Add Unreferenced Return Lines dialog, click View > Columns, then add a check mark to these attributes. Return Location Return Reason
     Return Quantity	1
     Return Type	Return for credit and return the item Setting the Return Quantity attribute and the Return Type attribute is similar to returning an item that does reference the original sales order. For details, see Return Sales Orders.
     Return Reason	Customer ordered the wrong item.
     Return Location	V1 Vision Operations. The value you enter here will also display in the Shipment Details area, the Supply tab, the Warehouse attribute.
     Expected Receipt Date	The value you enter here will also display in the Shipment Details area, the Supply tab, and the Requested Date attribute.

     These attributes apply only when you cancel a service.

     • Sales Product Type. Displays the product type for the service item.

     • Covered Item. Applies only to coverage.

     • Duration.

     • Period.

     • Cancellation Effective Date.

     A service can be a coverage or subscription.

3. Cancel coverage.

   • Click Actions > Add Row, set the values, then click Add.

     Attribute	Value
     Item	ZOKC_COVG_MPA_Item
     Covered Item	AS54888 Select the item that the coverage covers.
     Return Quantity	1
     Return Type	Cancel the Item
     Return Reason	Customer ordered the wrong item.
     Duration	1 Set the duration that remains on the coverage that the customer hasn't consumed.
     Period	Year Set the period, such as Year, that measures duration.
     Cancellation Effective Date	Date when the cancel starts.
     Return Location	Leave empty.
     Expected Receipt Date	Leave empty.

4. Set optional attributes, then review the sales order.

   • Set optional attributes, depending on your business requirements, such as account details, override order line details, add attachments that describe the return, and so on.

     For example, to set Receivables Transaction Type, click Billing and Payment Details, then, in the Order Line Details area, on the order line, click Edit Account Details.

   • Click Shipment Details > Supply, then notice the Warehouse attribute and the Requested Date attribute contain details you specified earlier in this procedure.

5. Submit the sales order.

   • At the top of the page, click the value next to Total, then notice that Pay Now contains a negative value.

   • Click Submit.

     If you encounter an error, then make sure you correctly set attributes on the order header and order line, such as Bill-to Account, then click Submit again.

     Here's an example of an error you might encounter.

     You must enter a value for Bill-to Location or Bill-to Customer

   • In the Order Lines area, if status is Not Started or Awaiting Receiving, then wait a moment, then click Refresh.

     Repeat until status is Awaiting Billing.

   • Click Actions > Switch to Fulfillment View, then click Returns.

     Use this page to monitor details about return status.

     These attributes are empty because your return doesn't reference the original sales order.

     • Original Order Reference

     • Original Fulfillment Line Reference

     • Original Source Order Reference

     You can also view Cancellation Effective Date on the Manage Return Fulfillment Lines page, then use this date to search for your return orders.

Cancel Coverage or Subscription

In some situations, a coverage or subscription might not be a physical item that you return, so it might not require these attributes.

• Expected Receipt Date. Order Management immediately sends the return electronically.

• Return Location. Order Management sends the return to an accounting system, not a physical location.

If the subscription includes a physical item that you must return, such as the modem that's part of an internet access subscription, then you might need to specify these attributes and ship the item back to the warehouse.

Set Duration and Period

Setting duration and period depends on the type of coverage or subscription you set in the Item attribute. Your order administrator defines each item, type of duration, and values for duration period.

Type of Duration	Description
Fixed	Order Management sets the value for the return according to how your order administrator sets up the item. You can't modify duration or period.
Variable	Order Management sets the value for the return according to how your order administrator sets up the item. You can modify duration or period. You must not leave them empty.
Open Ended	Duration is optional. You must set Period for a coverage item, or when you set Duration.

Return Kit

If you return a kit, then Order Management adds the kit and the included items on the same order line.

A kit contains included items. For example, DOO_KIT-DOO Kit Item is a kit, and it contains these items.

• KB42047 Power Cord

  KB86324 Packing Materials

You can't add a kit to an order line and then, on the same line, select included items to return. Instead, you can create a separate unreferenced return line for each included item.

Copy Sales Orders

You can copy a sales order that includes return items that don't reference the original sales order. The copy will add unreferenced return lines to the copy. It won't add lines that do reference an original sales order.

1. On the Order page, click Actions > Copy.

2. In the Copy dialog, add a check mark to Unreferenced Return Lines.

   

The setup that your administrator makes might affect what Order Management copies. For details, see Allow Users to Return Items Without the Original Sales Order.