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.

Try It

Here's what you do:

• Fill in attributes on the order header, then click Enable Returns.

• Add the item that you need to return on the Return Lines tab. Leave the Original Order Reference attribute empty. Set other attributes as necessary, such as Return Reason.

• Click Apply > Save, then notice that the Unreferenced Return Line attribute contains Yes.

Here's how Order Management calculates the credit amount:

• Uses attribute values from the order header to set default values for attributes on return lines.

• Sets the Billing Frequency attribute to One Time Billing.

• Sets the Number of Billing Periods attribute 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.

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.

You can't modify this behavior.

Example

1. Set values on the order header:

   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. Set values on the order line:

   Attribute	Value
   Item	AS54888 Display 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.

Cancel Coverage or Subscription

Use these attributes only when you cancel a coverage or subscription:

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

• Covered Item. Applies only to coverage.

• Duration.

• Period.

• Cancellation Effective Date.

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 some of these attributes and ship the item back to the warehouse:

• 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.

For example, add this row:

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.

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.

If the item is a configured item, then Order Management adds included items for each kit according to the item's structure that you set up in the Product Management work area.

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.