RMA

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Icon.RMA.png The RMA module, located in the Sales group, facilitates the creation of Return Merchandise Authorizations. An RMA allows a customer to return purchased merchandise. When a customer requests to return an item, the RMA module provides the ability to receive the returned item and replace the product, repair the product, send a substitute product, or refund the purchase amount.

Contents


Create RMACredit, Replacement, Substitution, or Repair?CreditReplacement, Substitution, or RepairCreate Credit Return SOCreate Credit Return SOCross Ship Item?YesNoReceive Returned Item From CustomerShip Item to CustomerReceive Returned Item From CustomerReceive Returned Item From CustomerMark As ResolvedMark As ResolvedRefund Customer PaymentMark As ResolvedShip Item to CustomerRMA is FulfilledRMA is FulfilledRMA is FulfilledRMA flowchart.png

PROCESS

1. Create an RMA
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Follow the steps below to create an RMA.

  1. Open the Small.RMA.png RMA module by clicking the Sales module group or menu and then clicking RMA.
  2. Click the New Button.png New button in the module toolbar.
  3. Select the customer by typing the customer's name or number in the Customer field.
  4. If desired, enter an expiration date in the Expires field or make any other changes to the order details.
RMA General tab.png

2. Add items
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To add items to the RMA, click the New Icon Button.png New RMA Item button on the component toolbar to the right.

Select RMA Product.png

Fishbowl provides the ability to verify that the customer purchased the item that is being returned. Verifying the original order will also populate the price for the return item and create a link to the original sales order on the Links tab. Proceed through the steps of the wizard, entering the item quantity, and finally selecting the item type.

Item types

Below are the different types of items that can be added to an RMA.

Edit an item

After an RMA item has been added, it can be edited by highlighting the line item and then modifying the fields on the Details tab below the item list.

RMA Details tab.png

After the necessary changes have been made, click the Save Button.png Save button.

3. Receive a returned item
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Once all of the items have been added to the RMA, follow the steps below to initiate the process of returning the original item.

  1. Click the Return Button.png Return button to create a credit return sales order.
  2. Enter the amount of the return credit and enter a restocking fee if applicable.
    Create credit return sales order.png
  3. For items that have a type of Replacement, Substitution, or Repair, select whether the item should be cross shipped. This will add the sale type item to the same sales order as the credit return type item.
  4. Once the wizard completes, highlight the RMA line item, click the Links tab at the bottom, and then click the blue link to open the credit return sales order.
    • If the item is being cross shipped, the replacement product on the sales order can now be picked, packed, and shipped to the customer.
  5. When the returned item arrives, load the credit return sales order in the Small.Receiving.png Receiving module and click the Receive button.

4. Resolve an RMA
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Once a returned item has been received, the RMA item can be marked as resolved by highlighting the line item in the Small.RMA.png RMA module and selecting the appropriated resolution from the Resolution field. After resolving the item, click the Save button on the module toolbar. The Resolution tab of the Small.RMA.png RMA module options also provides the ability to automatically resolve items as soon as they are received.

RMA resolution.png

The Resolution options can be customized by opening the Small.Custom Field.png Custom Field module, clicking the Custom Lists tab, and then double-clicking RMA Resolution. The RMA Issue list can be modified in the same way.

Custom Fields Custom Lists.png

Custom Fields Edit RMA List.png

Ship a replacement product - If the replacement product was not cross shipped, click the Send Button.png Send button in the Small.RMA.png RMA module to create a new sales order with the resolved items. The new sales order will appear on the Links tab and can now be picked, packed, and shipped to the customer.

Refund a customer payment - When a replacement product is not shipped to the customer, the original customer payment can be refunded by loading the credit return sales order in the Small.Sales Order.png Sales Order module and then clicking the Payment button in the Sales Order module.

Once all items have been resolved, the RMA will have a Fulfilled status.

FUNCTIONS

Module buttons
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New Button.png New creates a new RMA.

Save Button.png Save saves any changes made to the RMA.

Return Button.png Return creates a credit return sales order for the items on the RMA.

Send Button.png Send creates a sales order to send the replacement, substitute, or repaired item to the customer.

Delete Button.png Delete deletes the RMA.

Email Button.png Email attaches the module's default report to an email, if email is configured.

Print Button.png Print sends the default module report to the printer.

How To Button.png How To opens this article in a web browser.

Refresh Button.png Refresh reloads whatever is currently open in the module.

Cross ship products
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For items that have a type of Replacement, Substitution, or Repair, the product that is being sent to the customer can be cross shipped. Cross shipping is the process of shipping the replacement product before the credit return item has been received. When creating the credit return sales order, a Cross Ship checkbox will appear in the wizard.

Create credit return sales order.png

To send replacement items that were not cross shipped, click the Send Button.png Send button in the Small.RMA.png RMA module once the item has been resolved.

TABS

General tab
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RMA General tab.png

The General tab displays important order information, including the customer, the RMA number, the order status, RMA items, and more. Item details are displayed on the three tabs below the item list.

Memo tab
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RMA Memo tab.png

The Memo tab can be used to add information to each RMA. The upper pane displays the memos, the date they were created, and the user that created them. Highlighting a memo will display the details of the memo in the lower pane.

Custom tab
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RMA Custom tab.png

The Custom tab stores additional fields for the order that can be customized to fit the needs of each company.

MODULE OPTIONS

Some aspects of the Small.RMA.png RMA module can be customized by opening the module, clicking the Tools menu, and then selecting Module Options.

General tab
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Rma module options general.png
The characters entered in this field will be used as the next order number. Every time a new order is created, the final group of numbers will be increased by one. For example, Pier1-Order99-LA will be incremented to Pier1-Order100-LA.
If this option is on, the Verify by order option will be selected by default when adding an RMA item. The system will try to find the original sales order for the item being returned.
This field will automatically set the Expires date on the RMA. If set to 0, the RMA will not expire.
If this option is on, the Cross Ship Replacement Product checkbox will be selected by default when clicking the Return button. This will combine the credit return sales order with the sales order to send the replacement, substitution, or repaired item.
Fees tab
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Rma module options fees.png
This option allows the default restocking fee to be set.
The default description for the restocking fee. If left blank, the description can be manually entered for each item.
Resolution tab
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Rma module options resolution.png
This option allows an automatic resolution to be set when the RMA is received in the Small.Receiving.png Receiving module.
Sales Order tab
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RMA Module Options Sales Order.png
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