Customer Returns

Customer returns are used to track the various details associated with items that are returned from a customer for some reason. Customer returns contain the following information:

  • Date and reason for the return
  • Date the items were received
  • The result of the initial QC inspection
  • Information related to associated accounting documents

If the Quality Application has been purchased, customer returns can be used to create non-conformance and corrective action records as well.

Where to Start

Before you start creating customer returns, it's important to make sure you have defined all the tables you need and that you understand how the system will behave based on the related company preferences and other settings.

ClosedTables Used on Customer Returns

The following tables are used on a customer return. (The tables are listed alphabetically for reference purposes.)

Preference and Other Related Settings

There are no preferences or related settings that affect the creation of a customer return.

Customer Return Details

Each customer return has information that identifies the customer, packing list, status of the return, and items on the return.

The following links lead to topics that provide reference information for each section of the customer return record.

Go to Customer Return Details - General Section

Go to Customer Return Details - Line Items

Go to Customer Return Details - Return Creation

Go to Customer Return Details - Receiving Section

Go to Customer Return Details - Quality Control

Go to Customer Return Details - Orders and Accounting

Creating and Editing Customer Returns

Options for Creating Customer Returns

Follow the link below for step by step instructions of creating a customer return:

Continue to Create a Customer Return

Once the Customer Return is Created

Customer return records are usually incomplete when they are originally processed. You can continue to edit the record by editing the Receiving, QC / Inspection, and Orders / Accounting areas. You do not need to click the process button while editing; simply click Save.

Create Credit / Invoice

There is also an action button at the top of the screen to Create Billing Invoice. This button takes you to a Billing (add on the fly) screen to create a credit memo for your customer. All of the line items are automatically loaded into the grid, but the can be edited as necessary. Once you save the record, you can access it in the AR Billing area of the software.

Reports, Forms, and Labels

Reports

The following summary report is available for review / generation under the Customer Return Reports dropdown menu:

  • Customer Return / Rework Summary
Forms and Labels

The following reports / forms / labels are available under the Print dropdown menu located in the Customer Return Navigator:

  • Customer Return Authorization
  • Customer Return Label

What Comes Next

There are a couple steps that may come after the creation of a customer return.

  • Rework Job
    • If your customer returned the items for you to fix or remake, you can create a rework job to correct the issue.
  • Restock
    • If the customer returned the items and they are in good condition for resale, you can hold a portion of the credit memo to cover the restocking fee.
  • Create CAPA
    • A corrective action / preventative action record may be created for quality purposes.
  • Create NC
    • A non conformance may be created for quality purposes.