Receive Returns and Create Exchange Orders in Customer Service Center

To record the physical return when returned Items are received at a Site, and a Return Order already exists for them in the system, follow these steps:

  1. In the main menu, click Find Return Order to open the Order search form.
  2. Find the Return Order associated with the returned Items using the search form at the top of the dialog. Selecting Waiting Receiving from the Quick Search drop-down list limits the search results to Return Orders that are in the Waiting Receiving state.
  3. Click the ID of the desired Return Order in the search results to open the Order details dialog.
  4. Click Receive in the upper right corner of the dialog. The following receiving fields appear:
    • Site to Receive Items: Select the Site where the Items were received from the drop-down list.
    • All Items Restockable?: Check this box if all Items received in this Return Order are restockable. This generally means that they are in saleable condition.
  5. To create an Exchange Order for any of the Items, click Exchange next to that Item in the list of Items Returned. An Exchange Item form appears. Enter the following information for the exchange Item to be shipped in exchange for the returned Item, then click Save:
    • Qty: Enter the quantity of Items to ship.
    • Item No.: Enter the Item number of the exchange Item. Note that there is no search function on this dialog, and the system only accepts valid item numbers. The default value is the Item number of the returned Item, but the system does not accept this. Enter a different Item number.
    • Unit Price: This defaults to the amount of the returned Item.
    • Price Adj: Shows the price adjustment on the returned Item. You can adjust that price if the adjustment if a further adjustment should be applied to the Exchanged Item. This field can accept positive and negative values. Positive values represent charges. Negative values represent discounts. The field is highlighted in yellow.
      Note: The new Exchange Order includes an Exchange Order Item Adjustment field to the reflect the price adjustment on the Exchanged Item.
    • Price Adj. Tax: The tax associated with the Item price adjustment. The field is highlighted in yellow.
    • Shipping Method: Select a shipping method from the drop-down list.
    • Shipping: Enter a Shipping charge. This defaults to the amount charged to ship the selected Exchange Item.
    • Shipping Tax: Tax on the shipping charge.
    • Handling: Enter a Handling fee, if applicable.
    • Handling Tax: Tax on the Handling fee.
    • Tax: Enter a tax amount, if applicable. This defaults to the tax amount on the selected exchange Item.
    • Order Price Adj.: Shows the price adjustment on the Order based on the return. You can adjust that price if a further adjustment should be applied to the Order. This field can accept positive and negative values. Positive values represent charges. Negative values represent discounts. Hover over the help icon for a definition of the Order Price Adj. field, which is a line-level distribution of a price adjustments applied at the header level. The field is highlighted in yellow.
      Note: The new Exchange Order reflects the Order-level price adjustment in the Price Adj. field when you hover over the blue Information icon ().
    • Order Price Adj. Tax: The tax associated with the Order-level price adjustment. The field is highlighted in yellow.
  6. Click Receive Returned Items.