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.
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Cancels all coverage items for the covered item, even if the coverage items are on different sales orders.
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Sets the return quantity of the coverage item to the same value as the return quantity of the covered item.
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If you change the return quantity of the covered item, then Order Management also changes the return quantity of the coverage item.
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Refunds the account when it receives the returned item.
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Order Management uses a credit memo to prorate the portion of the coverage item that the customer didn't use.
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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.
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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.