Question: What functionality exists to handle customer returns?
Answer: Customer returns can be very complicated, from logistics to pricing. The software has functionality to accommodate most return issues.
The following global options can be set up in Customer Service Control Maintenance:
Track Returns by Invoice Line Number - Select this check box to prevent returns from exceeding the value of each invoice line item.
Allow Return of Products not on a Selected Invoice - Select whether a user can enter a product on a return order that does not appear on the selected associated invoice. Select Yes to allow users to enter products on return orders that are not on related invoices. Select No to allow users to only enter products on return orders if the products are on related invoices. Select Warn to allow users to enter products on return orders that are not on related invoices, but to display a warning message.
Allow Entry of Return Orders Default - Select this check box to allow new users to enter return orders by default. If you select this check box, the Can enter return orders check box is automatically selected in User Extended Options when you create a new user ID.
Warn on Return of Non-stocked Items - Select this check box to display a warning message if a user selects a nonstocked product during return order processing.
Allow Return Code Override at Receipt Time - Select this check box to allow the return code to be changed when receiving additional product from a return (that was not on the original return order).
Use Express Return Receipt - Select this check box to automatically link together all programs used to receive a return and turn it into a credit memo. Do not confuse this option with the Express Return Orders check box in Order Class Maintenance, which enables you to create a credit memo directly from Order Entry.
The following options can also be set up for each user ID in User Extended Options.
Can enter return orders - Select this check box to allow the user to enter return orders. This field defaults from Customer Service Control Maintenance.
Can return non-stocked items - Select this check box to allow the user to enter a return order for a nonstocked product. This field defaults from Customer Service Control Maintenance.
Allow user to override return codes at receipt time - Select this check box to allow the user to change the return code when receiving additional product from a return (that was not on the original return order). This field defaults from Customer Service Control Maintenance.
For more information, see Return Orders Diagram.
Question: How can I prevent users from creating return orders for invoices for which return orders have already been created?
Answer: In Customer Service Control Maintenance, select the Track Returns by Invoice Line Number check box. After you select this check box, if a user attempts to create a duplicate return order for an invoice, a message appears and indicates that a return order has already been created.