Creating Replacement RMA Orders

From the Sales menu, select RMA Orders to open the RMA Orders window.

Click [New] to open the New RMA Order window.

Complete the following fields as appropriate:

Customer: Name of the customer to whom you are issuing the RMA. The phone number automatically populates.

Description: Brief description detailing this RMA.

Type: The kind of RMA you are entering. For this topic, you are creating a Replacement, Adv Replacement or a Repair RMA. This field is populated based on your client settings. For more information about changing your client settings, see Setting Your Personal Client Settings in Online Help.

Status: The current status of this RMA. By default e-automate assumes the status is Open. You can create your own RMA statuses and assign them as necessary to meet your operational needs.

Return code: The return code you want associated with the returning items added to this RMA.

You use the Orig Invoice field to identify the customer’s original invoice number for the item they are replacing. To identify the original invoice, do the following:
Note: E-automate tracks how many of the items on the original invoice have been returned.

Click […] to open the Invoice Items window.

In the Invoice field, use the lookup icon to select a previous invoice associated with the customer identified on the RMA order.

To return the item to the warehouse and bin location drawn from on the original invoice, check the Use the invoice line item warehouse(s) instead of the default warehouse(s) from the order checkbox.

In the list of items, select the item(s) that are being replaced.
Note: You can select multiple items as necessary.

To modify the quantity of items being replaced, in the Return now field identify the quantity of items from the original invoice that are being replaced and click [Update].
Note: Notice the presence of the Returned and Return Now columns. If you attempt to replace more items than are on the original invoice less those already returned or replaced, e-automate displays a warning message.

Click [OK] to add the checked item(s) to the RMA for Replacement, Advance Replacement or Repair. Acknowledge the Attention Required window by clicking [Yes] to add the items to the RMA, or [No] to cancel the addition of the items to the order.
Note: You can only associate one previous invoice with an RMA order.

Complete the following fields as appropriate:

Ordered by: The contact associated with the customer responsible for this RMA order.
Note: By default, the system filters this list for contacts associated with this customer. If you want to view contacts not displayed in this list, do any of the following:

To view all contacts, use the drop-down menu to select No filter.

To view contacts for this customer only (the default setting), use the drop-down menu to select Filter > Customer contacts.

To view contacts for this customer and contacts who are not currently associated with any customer, use the drop-down menu to select Filter > Customer or unassociated contacts.

To add a new contact, use the drop-down menu to select New. The system displays the New Contact window.  For more information on creating a new contact, see the Creating Contacts topic.
Note: If you choose a contact that is not associated with the current customer, you will not be able to save the order.  You must select a contact associated with the current customer, or you must associate the contact you selected with the current customer. To associate an existing contact with the current customer, use the drop-down menu to select Edit. The system displays the Edit Contact window.  For more information on associating a contact with a customer, see the "Customer Tab" section of the Creating Contacts topic.

Number: Number of the RMA order. This is automatically assigned the next sequential number in the database, but you may change this number.

Date: Date of the creation of this RMA order.

Req. date: Date the replacement item(s) are required by the customer.

PO number: The purchase order from the customer, if any.

Return warehouse: Populated from your company or branch options based on your administrator’s assignment of a warehouse for the selected return code. You can change this warehouse as necessary.
Note: E-automate enforces the rules of the warehouse based on the return code selected.

Ship warehouse: Warehouse for items being fulfilled on this RMA. Because this RMA is for Replacement, Advance Replacement or Repair, this field is editable.

Summary: The Summary region keeps a running total value of the RMA order.

To add an item to the RMA order and accept the default settings for the items, do the following:

In the Item field, use the Lookup icon to select the item the customer is replacing.

In the Quantity field, enter the quantity of the item the customer is replacing.

Click [QuickAdd] to add the item to the RMA order.

To add an item and change information about a selected item, do the following:

Click [Add] to open the Add RMA Order Item window.

Complete the following fields as appropriate:

Line type: The type of line you are adding. This should be a return line item, indicating that this item will come back into your inventory. e-automate will automatically add the ship line item when you click [OK]. If necessary, you can return to the detail window to edit the shipping item details.

Item number: Use the lookup to select the item replacing.

Description: Description of the item being replaced. You can change it as necessary.

Quantity: Quantity of the item being replaced.

Price: Price or amount for which you will issue a credit.

Item discount: Item discount, if any.

Canceled: If you are canceling some or all of this item, enter the canceled amount in the Canceled field. You must enter the same value in the Canceled field at the bin level and the detail level. Cancelled quantities should be entered at this level, the bin level.

Back ordered: If you do not have sufficient quantity in stock of this item, e-automate can backorder this item for purchase order addition. If you have auto-backorder enabled, e-automate automatically calculates the backorder. You can backorder all or a portion of the replacement item.

Tracking number: If your customer reports a tracking number for this line item, you can record this number in this field for the Return line. If you have a tracking number, click […] to launch a web browser to view tracking information for the item associated with the shipping company assigned to this RMA order.

Unit of measure: Classification of the possible quantities that can be returned/ordered such as each, box, or case.

Equipment: If this is a supply order, select the customer’s equipment to identify the destination of this supply or part. This will associate the cost, the credit, and the charge, if any, to the contract for profitability calculation.

Contract number: Number of the current service contract associated with the piece of equipment. Automatically identified if the equipment is under contract.

Department: Department associated with the RMA.

Tax as: The tax flag associated with this item.

To edit the warehouse and bin from which inventory items will be returned or drawn, do the following:

Select the row on the Warehouse / Bin /Quantity tab which you want to modify and click [Edit] to open the Edit RMA Order Return Item Bin window.

In the Warehouse field, use the Lookup icon to select the return warehouse.

In the Bin field, use the Lookup icon to select the bin.

In the Serial number field, enter the serial number of the equipment item.

In the Quantity field, enter the quantity to be returned/drawn from the selected warehouse and bin.

If you are canceling some or all of this item, enter the canceled amount in the Canceled field. You must enter the same value in the Canceled field at the bin level and the detail level. Cancelled quantities should be entered at this level, the bin level.

Click the Warehouse Availability icon to view Inventory Item Location information.

On the Return Information tab, change information as necessary.

To change the out cost associated with the sales rep and this credit, click the Out Cost tab to bring it forward.

To override the out cost, check the Override checkbox and enter the override cost.

To enter notes, click the Notes tab and enter appropriate notes.

To remove a warehouse and bin, select the warehouse and bin from the list and click [Remove].

To modify a warehouse and bin, select the warehouse and bin from the list. In the Warehouse field, select the warehouse. In the Bin field, select the bin and click [Update].

Click [OK] to save the item and the associated settings.

To edit the ship line item details, do the following:

Select a ship line on the Items tab and click [Edit].

Complete the following fields as appropriate:

Line type: The type of line you are adding. This should be a ship line item, indicating that this line will leave your inventory.

Item number: Use the lookup icon to select the item number of the replacement item.

Description: Description of the replacement item; you can change it as necessary.

Quantity: Quantity of the item you are replacing for the customer.

Price: Price or amount for which you will issue an invoice.

Item discount: Item discount, if any.

Canceled: If you are canceling some or all of this item, enter the canceled amount in the Canceled field. You must enter the same value in the Canceled field at the bin level and the detail level. Cancelled quantities should be entered at this level, the bin level.

Back ordered: If you do not have sufficient quantity in stock of this item, e-automate can backorder this item for purchase order addition. If you have auto-backorder enabled, e-automate automatically calculates the backorder. You can backorder all or a portion of the replacement item.

Unit of measure: Classification of the possible quantities that can be returned/ordered such as each, box, or case.

Equipment: If this is a supply order, select the customer’s equipment to identify the destination of this supply or part. This will associate the cost and the profit, if any, to the contract for profitability calculation.

Contract number: Number of the current service contract associated with the piece of equipment. Automatically identified if the equipment is under contract.

Department: Department associated with the RMA.

Tax as: The tax flag associated with this item.

To edit the warehouse and bin from which inventory items will be drawn, do the following:

Select the row on the Warehouse / Bin /Quantity tab which you want to modify and click [Edit] to open the Edit RMA Order Return Item Bin window.

In the Warehouse field, use the Lookup icon to select the return warehouse.

In the Bin field, use the Lookup icon to select the bin.

In the Quantity field, enter the quantity to be drawn from the selected warehouse and bin.

If you do not have sufficient quantity in stock of this item, e-automate can backorder this item for purchase order addition. If you have auto-backorder enabled, e-automate automatically calculates the backorder. You can backorder all or a portion of the replacement item.

If you are canceling some or all of this item, enter the canceled amount in the Canceled field. You must enter the same value in the Canceled field at the bin level and the detail level. Cancelled quantities should be entered at this level, the bin level.

In the Stock type field, choose whether you want this item drawn from stock or drop-shipped. If you decide to backorder, e-automate automatically sets the backorder value.

On the Out Cost tab, you can override the out cost for the replacement item. To change the out cost associated with the sales rep and this replacement item, check the Override checkbox and enter the override cost.

The Show Purchase/RTV Order(s) tab and the Transfer Orders tab allow you to link this item to an RTV or purchase order. If you have directed your return code to place returning items in an RTV warehouse, you are required to link the RMA to an RTV. For more information, see the Linking RMA Orders to RTV Orders topic.

To enter notes, click the Notes tab and enter appropriate notes.

Click [OK] to save your settings.

To add more items for replacement, repeat Steps 6, 7, or 8 as appropriate.

For information on modifying information on the Billing/Shipping, Miscellaneous, Out Cost, and/or Remarks tabs, see the Creating Equipment Sales Orders and Creating Supply Sales Orders topics.

Click [OK] to save the RMA Replacement order.

If this RMA order is an Advance Replacement RMA, you record the shipping of replacement items on the RMA before you record the return items. Also, if you have selected a return code that directs defective items into an RTV warehouse, then your RMA order is required to have a link to an RTV order before arriving the defective items. For information on linking an RMA Order to an RTV order, see the Linking RMA Orders to RTV Orders topic.

From the Sales menu, select RMA Orders to open the RMA Orders window.

Locate your RMA order.
Note: To display open RMA orders only, in the QuickSearch region, click the drop-down menu on the [Searches] button and select Open. The system displays the Open search in the QuickSearch region (Open equals Yes) and updates the RMA Orders list. You can use advanced QuickSearch functionality to narrow the list further if necessary. For more information, see the Using the QuickSearch topic.

Select your RMA order in the list.

Click [Arrive] to display the New Shipment – RMAXXX window.

Complete the following fields as appropriate:

Order number: The order number associated with the item arriving as a return.

Customer: Customer associated with the RMA.

Description: Optional description of the RMA shipment arrival.

Ship method: The method by which the item arrived.

Freight: The amount you are deducting from the credit for return shipping, if any.

Freight cost: The actual cost associated with return shipping. This does not affect the general ledger.

Weight: The weight of the shipment arrival.

Type: This field should be automatically populated with Shipment Arrival.

Number: The number e-automate will assign to the shipment arrival. This number is calculated automatically; however, you can specify as necessary.

Shipped date: The date the customer shipped the item to you.

Arrival Date: The date the item arrived at your facility.

To modify the items arrived on the Items arrived tab, do ONE of the following:

To modify the settings of items arrived, do the following:

Select the item you want to modify and click [Edit].

In the Arrive now field, enter the quantity that arrived.

To change the warehouse and bin, select the warehouse.

In the Warehouse field, use the lookup to select a warehouse.

In the Bin field, use the lookup to select a bin.

In the Quantity field, enter the appropriate quantity.

Click [Update] to update your changes.
Note: You can also click [Clear] to remove the already specified warehouse and set your own warehouse, bin, and quantity.

If there are multiple items on this shipment arrival, use [Previous] or [Next] to navigate to a different item and repeat Steps a through g to change items settings as appropriate.

To remove an item from the Items arrived tab, do the following:

Select the item you want to remove.

Click [Remove] to remove the item from the list.

Repeat Steps a and b until you have removed all items.

If you are returning this item to an RTV-type warehouse, you must link the RMA order to an RTV order prior to the item arriving. If you do not want to link this return to an RTV, you should select a different return code that does not force this link or link the RMA to an RTV. For more information, see the Linking RMA Orders to RTV Orders topic.

Click [OK] to save the shipment arrival.
Note: You can check the Fulfill order checkbox and e-automate will immediately open the Fulfill Order window.

You can create a credit memo for just this arrival or you can wait until you fulfill the replacement item on the RMA and then create a fulfillment that contains both the arrival and the shipment item. If you did not modify the price information for either the arrival or the shipment, the arrival credit would offset the shipment invoice, create a zero-dollar invoice and complete the RMA.

If you want to create a single credit for the arrival, go to the "Creating a Credit Memo" section of this topic. Once you have created the credit memo, you will still need to ship/fulfill the replacement item on the RMA which will create a separate invoice. To create the separate shipment and a separate invoice for the replacement items on the RMA, complete the steps in the "Shipping Replacement Items on the RMA" and "Creating an Invoice" sections of this topic.

If you choose not to create a separate credit memo and want the replacement invoice and the credit memo to offset one another, complete the steps in the "Creating an Offsetting Invoice" section of this topic.

Complete this section if you are creating a separate credit memo for just the shipment arrival on the RMA. If you want to create a combined offsetting invoice for both the arrival and the replacement, complete the steps in the Shipping Replacement Items on the RMA and Creating an Offsetting Invoice subtopics.

From the Sales menu, select RMA Orders to open the RMA Orders window.

Locate the RMA order for which you want to create a credit memo.
Note: To display open RMA orders only, in the QuickSearch region, click the drop-down menu on the [Searches] button and select Open. The system displays the Open search in the QuickSearch region (Open equals Yes) and updates the RMA Orders list. You can use advanced QuickSearch functionality to narrow the list further if necessary. For more information, see the Using the QuickSearch topic.

Select the RMA order in the list.

Click [Fulfill] to display the Fulfill Order window.

Complete the following field as appropriate:

Description: Optional description for this credit memo, if any.

Picking list: The picking list for the credit memo arrival, if any.

Invoice: The number assigned to the credit memo. This number is assigned automatically but you can change it as necessary.

Date: The date this credit memo will post to the general ledger.

Summary: Displays the financial value of the credit memo.

On the Items to Fulfill tab in the Shipments region, uncheck the shipment for the replacement item. This item is typically numbered (Next) because you have not fulfilled the replacement. Check the checkbox next to the Shipment Arrival for the item returned to you, typically numbered SRXXXX. E-automate displays the items on the shipment in the Items region for the selected shipment in the Shipments region.
Note: This should be the shipment arrival for this RMA. If you have multiple shipments, determine which shipments you want to fulfill and check the checkbox adjacent to the shipment number.

Do ONE of the following:

To accept the items for which you are creating a credit, review the items on the Items to Fulfill tab and continue to Step 7.

To view where the item will be received when you complete this fulfillment credit memo, do the following:

In the Items region, select the item to view.

Click [Edit] to open the Edit Fulfillment Detail window.

View the settings associated with this fulfillment credit.

Click [Cancel] to close the window and return to the Fulfill Order window.

To remove an item from a shipment, do the following:

Select the item from the Items region.

Click [Remove] to remove the item.

Repeat Steps a and b to remove additional items from the credit, if any.

Click the Remarks tab to enter remarks.

Click [OK] to create the credit memo and change the status to Open (Fulfilled – Open).

Complete this section if you are creating a separate shipment for your replacement item on the RMA.

From the Sales menu, select RMA Orders to open the RMA Orders window.

Locate the RMA order for which you want to fulfill the replacement.
Note: To display open RMA orders only, in the QuickSearch region, click the drop-down menu on the [Searches] button and select Open. The system displays the Open search in the QuickSearch region (Open equals Yes) and updates the RMA Orders list. You can use advanced QuickSearch functionality to narrow the list further if necessary. For more information, see the Using the QuickSearch topic.

Select the RMA order in the list.

Click [Ship] to display the New Shipment - RMAXXX window.

Complete the following fields as appropriate:

Order number: The number of the unshipped RMA order selected when [Ship] was clicked. You can change the RMA order as necessary.

Customer: The customer associated with the RMA order in the Order number field.

Description: Optional brief description of the shipment.

Ship method: The method of shipment specified on the RMA order. Change as necessary.
Note: To link to the web and view tracking information, the ship method must be linked to a shipping company.

Picking list: Picking list associated with this shipment, if any.
Note: A picking list is only available if you have previously created a picking list.

Freight: The price you are charging the customer for this shipment. This amount is posted to the general ledger on your freight revenue account.

Freight cost: The amount this shipment will cost you, the dealer, to ship. This field is optional and need only be entered if you intend to report on the margin achieved on each shipment.

Weight: The weight of the shipment.

Type: The type of shipment you are creating. e-automate pre-populates the shipment type for you. You can change it as necessary. If you change the shipment type, e-automate looks for items on the RMA order that fit within the selected type.

Number: The number e-automate assigns to this shipment. When (Next) is displayed, e-automate assigns the next sequential number. You can modify these numbers as appropriate.

Shipped date: The date you shipped the inventory items.

Est. Delivery Date: The date you estimate delivery.

Delivery Date: Field in which you can record the actual delivery date.

Verify the information for each item you are shipping.

To make adjustments to an item you are shipping, do the following:

Double-click on the item to open the Edit Shipment Item window.

To change the shipping quantity of this item, enter the number you are shipping in the Arrive now field.
Note: Use the Inventory Locations region on the right to locate inventory for shipping information.

To ship the inventory from a warehouse and/or bin other than that listed, do the following:

In the Warehouse / bin / quantity region, select the warehouse from which the item is currently shipping. e-automate populates the Warehouse, Bin, and Quantity fields.

In the Warehouse field, use the Lookup icon to select the warehouse from which you want the item to ship.

In the Bin field, use the Lookup icon to select the bin from which you want the item to ship.

In the Quantity field, enter the number of items you want shipped from the warehouse/bin combination defined.

Click [Update] to update the Warehouse / bin / quantity region.

Click [OK] to save your shipment changes.

To modify additional items on the shipment, repeat step 6 until you have modified all items necessary on the shipment.

To indicate that an item will not be shipped, do the following:

Select the item from the list.

Click [Remove] to remove the item from the shipment.
Note: Removing an item from the shipment does not remove it from the RMA order.

Click the Miscellaneous tab to bring it forward.

In the Shipment and delivery remarks field, enter any remarks you want printed on packing list.

To record tracking information for a package, do the following:

In the Tracking number field, enter the tracking number.

In the Weight field, enter the package weight.

If you are shipping now, you do not likely know the delivery date. Leave the Delivery Date field blank.

Click [Add] to add the package tracking information to the Packages region.

Repeat Steps a through d to add tracking numbers for additional packages that are part of this shipment.

Click [Remove] as necessary to remove tracking information.

Click [Status] to pass the tracking number to the Internet site for the selected shipping company.

To print the packing list, check the Print packing list checkbox.

To print the picking list, check the Print picking list checkbox.

Click [OK] to create and record the RMA shipment.
Note: If you are replacing an item with an Equipment code, e-automate displays the Auto-create/Update Equipment Settings window. See the "Auto-Create Equipment" section of this topic for additional information.

If you are creating a replacement invoice for just the replacement items, complete these steps. If you are creating an offsetting invoice, continue on to the "Creating an Offsetting Invoice" section of this topic.

From the Sales menu, select RMA Orders to open the RMA Orders window.

Locate the RMA order for which you want to create the replacement invoice.
Note: To display open RMA orders only, in the QuickSearch region, click the drop-down menu on the [Searches] button and select Open. The system displays the Open search in the QuickSearch region (Open equals Yes) and updates the RMA Orders list. You can use advanced QuickSearch functionality to narrow the list further if necessary. For more information, see the Using the QuickSearch topic.

Select the RMA order in the list.

Click [Fulfill] to display the Fulfill Order window.

Complete the following fields as appropriate:

Description: Optional description for this replacement invoice, if any.

Picking list: The picking list for the replacement arrival, if any.

Invoice: The number assigned to the invoice. This number is assigned automatically  but you can change it as necessary.

Date: The date this invoice posts to the general ledger.

Summary: Displays the financial value of the invoice.

On the Items to Fulfill tab in the Shipments region, check the checkbox next to the shipment you sent to the customer as a replacement, typically numbered, SHXXXX. E-automate displays the items on the shipment in the Items region for the selected shipment in the Shipments region.
Note: This should be the shipment you shipped from the RMA. If you have multiple shipments, determine which shipments you want to fulfill and check the checkbox adjacent to the shipment number.

Do ONE of the following:

To accept the items for which you are creating an invoice, review the items on the Items to Fulfill tab and continue to Step 7.

To view where the item will be fulfilled when you complete this fulfillment invoice, do the following:

In the Items region, select the item to view.

Click [Edit] to open the Edit Fulfillment Detail window.

View the settings associated with this fulfillment invoice.

Click [Cancel] to close the window and return to the Fulfill Order window.

To remove an item from a shipment, do the following:

Select the item from the Items region.

Click [Remove] to remove the item.

Repeat Steps a and b to remove additional items from the invoice, if any.

Click the Remarks tab to enter remarks.

Click [OK] to create the invoice.
Note: If you are replacing an item with an Equipment code, e-automate displays the Auto-create/Update Equipment Settings window. See the "Auto-Create Equipment" section of this topic for additional information.

If you want to create an offsetting invoice at zero to offset the return shipment items and the invoice for the replacement item, complete these steps.

From the Sales menu, select RMA Orders to open the RMA Orders window.

Locate the RMA order for which you want to create an offsetting invoice.
Note: To display open RMA orders only, in the QuickSearch region, click the drop-down menu on the [Searches] button and select Open. The system displays the Open search in the QuickSearch region (Open equals Yes) and updates the RMA Orders list. You can use advanced QuickSearch functionality to narrow the list further if necessary. For more information, see the Using the QuickSearch topic.

Select the RMA order in the list.

Click [Fulfill] to display the Fulfill Order window.

Complete the following fields as appropriate:

Description: Optional description for this offsetting invoice, if any.

Picking list: The picking list for the items on this fulfillment, if any.

Invoice: The number assigned to the invoice. This number is assigned automatically but you can change it as necessary.

Date: The date this invoice posts to the general ledger.

Summary: Displays the financial value of the invoice. If the arrival shipment and the replacement item are the same, they should be truly offsetting.

On the Items to Fulfill tab in the Shipments region, check the checkbox next to the shipment you sent to the customer as a replacement, and check the checkbox next to the item you received from the customer as a shipment arrival. e-automate displays the items on the shipment in the Items region for the selected shipment in the Shipments region.
Note: This should be both shipments, even if they are both not created yet.

To accept the items for which you are creating an invoice, review the items on the Items to Fulfill tab and continue to Step 7.

Click the Remarks tab to enter remarks.

Click [OK] to create the zero-dollar offsetting invoice. If you modified the prices somewhat, the offsetting invoice results in a slight difference.
Note: If you are replacing an item with an Equipment code, e-automate displays the Auto-create/Update Equipment Settings window. See the "Auto-Create Equipment" section of this topic for additional information.