Background: RMA Maintenance
Use the RMA Maintenance (RMA) program to enter an authorization for a customer to return material. See Road Map for work flow.
This topic has these subtopics:
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Attach to an Invoice
If you can attach the RMA to the customer's invoice, the program captures data for header and line fields from the sales order, which can save you data entry time. Another advantage of this method is that the RMA, the credit memo, and replacement order are all attached to the invoice, making it easy to trace the transactions through the system.
When you attach to an invoice, the program displays the items ordered. However, the list does not include the components of a configured product. Also the RMA does not capture any freight or miscellaneous charges on the invoice.
Attaching an RMA to the invoice does not lock that invoice. Another user could enter another RMA against the same invoice.
Invoices Moved to History
An RMA may be attached to an invoice that has been moved to history. However, if the shipment that created the invoice is moved to history, the RMA must be created not attached to an invoice.
Credit and Debit Memo Branch
For your branch, you can specify the branch that you want to issue the credit memo and the debit memo. Select the credit and debit memo branch in the RMA Credit Memo branch and RMA Debit Memo branch fields in the System Options Maintenance (XM) program (Return Material Options) branch settings. These branches control where the memo orders are processed. The RMA branch controls to which branch inventory is returned.
When you enter a manual RMA, the default credit memo/debit memo default branches are found based upon the user’s login branch. The credit memo and debit memo branches display in the RMA Maintenance (RMA) program's header.
The credit / debit memo branches may only be changed when no memos have been processed. If both a credit and debit memo have been issued, then the Memo branch button is unavailable.
Issue a Credit Memo
If you selected the Create credit memo at time of receipt? option in the System Options Maintenance (XM) program (Return Material Options), the Quick memo button in RMA Maintenance is grayed. When you receive the returned material, the system issues a credit memo.
However, you can issue a credit memo manually before you receive the returned material. You may do so to respond to a customer request or provide a customer with good service. To override the Create credit memo at time of receipt? option, select the line, and enter a quantity to be credited in the Credit qty field. When you return to the RMA header, the Quick memo button is no longer grayed. Click Issue credit to create the credit memo immediately.
If you selected the Credit amt dependent on receipt qty? option in the System Options Maintenance (XM) program (Return Material Options), the system creates a credit memo for the quantity you receive from the customer. If the customer tells you that he is returning 10 but you receive only 6, the credit memo the system creates is for 6.
Regardless of when you create the credit memo, you need to run the AR Invoice Register (RR) to complete the transaction.
Surcharges and Restocking Fees
If surcharges are attached to the RMA and it includes restocking fees, these fees are applied to the credit memo only, not the replacement debit memo. This process is a default only—you may add or subtract any surcharges to the RMA or the resulting credit or debit memo.
Auto-create RMA Credit / Debit Memo
When your receive an RMA and you selected the System Options Maintenance (XM) Return Material Options Create RMA CM/DM when put-to-stock? option, and you inspect the item, the receiving program generates the credit/debit memo.
If you select Create credit memo at time of receipt? and do not select this option, the Receiver Maintenance (IRC) program issues a credit unless you have manually created a credit memo.
Issue a Replacement Order
If you selected the Create replacement at time of receipt? option in the System Options Maintenance (XM) program (Return Material Options), the Quick memo button in RMA Maintenance is grayed. When you receive the returned material, the system creates a replacement order.
However, you can create a replacement order manually before you receive the returned material. You may need to because the customer needs the replacement item immediately. To override the Create replacement at time of receipt? option, display the line and see Attach an RMA to an Invoice or Enter an RMA Not Attached to an Invoice.
If you selected the Replacement dependent on receipt qty? option in the System Options Maintenance (XM) program (Return Material Options), the system creates a replacement order for the quantity you receive from the customer. If the customer tells you that he is returning 10 but you receive only 6, the replacement order the system creates is for 6.
Regardless of when you create the replacement order, you need to create and confirm a shipment and to invoice the order to complete the transaction.
Inspection
Only RMAs selected for inspection in the Receive Maintenance (IRC) program will be inspected, regardless of the item's inspection setting. Non-stock items are not inspected, regardless of the inspection setting.
Force Repair
You can select the Force repair? option for an item, as well as RMA creation from the Control Number Inquiry (SNQ) and Service Agreement Tracking (WTM) programs.
The receipt of an RMA line creates a repair order only when the RMA line has the Force repair? field selected. To set the default, use the Default the RMA force repair active? option in the System Options Maintenance (XM) Return Material Options program.
If Force repair? is selected, then any non-inspected receipt from an RMA will be forced to create a repair order (even if it is a purchase item). If the RMA item is to be replaced, then the repair order will also be created. Repair orders will not be released for kit items or non-stock items. Note: Force repair? is always inactive for a non-stock item (even though it can be selected).
Receipt of an RMA that creates a repair order is only allowed for a manufacturing branch.
Change an RMA
You can change fields on the RMA as necessary. If the customer is not returning an item, you need to delete the line from the RMA. However, do not add a line to the RMA. If you need to add an item that is not listed on the invoice, enter an RMA that is not attached to an invoice.
The Credit qty, Next CM qty, Replace qty, and Next DM qty fields that display when you select a line, cannot be changed after the order is completed, closed, or cancelled.
Controlled Items
If a customer returns a serial number controlled item, you can create the RMA directly from the serial number. If you attached the RMA to an invoice, the program displays the serial numbers shipped to the customer. If the customer wants to return fewer than the full quantity, you need to delete the serial numbers that the customer is not returning. Line entry allows you to specify a range of serial numbers addition and deletion.
A serial-number that was sold on a sales order that has been archived, may be added to an existing RMA. However, the program does not accept a serial number entry that has been morgued when the morgued serial number is tied to the entered item and the XM RMA option, Force serial-no for current item? option is not active.
The returned serial numbers are not added back into inventory until processed by the Receiver Maintenance (IRC) program. If the item requires inspection or you are using dock-to-stock receiving, the Receiving and Inspection (IRI) program returns the items to inventory.
Serial Number Ranges
The program provides a range option for adding and removing serial numbers. The rules for adding ranges of serial numbers are similar to those for receiving:
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The serial number must be attached to the current line
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The serial number must be unprocessed (no receipts, no repair order, no credit or debit memo)
Service Agreements
Optionally, an RMA can be generated directly from the Service Agreement Tracking Maintenance (WTM) program. If you create an RMA attached to an invoice or from a serial number associated with a service agreement, specific information from the service agreement is transferred to the RMA, saving you data entry time.
If an RMA includes a replaced item, the replacement item assumes the warranty characteristics of the item being replaced.
Audit Trail
To activate an audit trail, select one of the files listed below in the Audit Trail Maintenance (XAT) program. The system records all transactions. You can then run the Audit Trails (ATR) program and select that file to print a report of these transactions.
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O1: Sales Order Lines
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O1A: Sales Order Header
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O1AB: Sales Order Addresses
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O1MD: CP Line Components
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O1S: Shipment Header
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O1SF: Shipment Freight Detail
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O1SL: Shipment Lines
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08A: RMA Order Header
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08: RMA Order Line Item
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O8AB: RMA Header File (Names, Address, etc.)