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RMA Reason Codes
RMA Reason Codes
When you enter an RMA, you must provide a reason why the customer returned the merchandise. Do this with RMA reason codes. Enter the RMA reason codes on the RMA header or on each RMA line. These codes are defined on Reference File category G74. They perform the following functions:
· Indicate why the merchandise was returned
· Default values to the RMA Receipt Control program for suggested processing
· Default balance types and inventory adjustment codes to programs for inventory adjustment
It is essential that the RMA reason codes be correctly set up. They will determine the policy for handling returns.
Setting up RMA Reason Codes
Each RMA reason code has three status flags that default values to the RMA Receipt Control program (OP215E). These flags are:
· Customer Credit
· Inventory Adjustment
· Replacement Sales Order
Each flag can be (Y) Yes or (N) No. These flags determine what is defaulted to RMA Receipt Control. If the flag is (Y) Yes, the RMA receipt status code will default to Waiting in RMA Receipt Control. If the flag is (N) No, the RMA receipt status code will default to No Processing in RMA Receipt Control. In RMA Receipt Control, the RMA receipt status codes tell you if further processing is necessary. If processing is necessary, you will need to perform the suggested processing and update the RMA receipt status codes manually.
Each RMA reason code also has two values, Balance Type and Inventory Adjustment Code, that default to the Multi-Line Inventory Adjustment program (IC120E) and the Postbilling and Memo Entry program (OP130E). These values will only default if you enter the programs from the RMA Receipt Control program through command keys. The values default to make data entry easier for you.
RMA Reason Code Example
Here is an example of an RMA reason code for "Didn't Like" (DL). If someone returned merchandise to you because they didn't like it, you would need to update customer credit and your inventory. You would not need to issue a replacement sales order to them. Set up RMA reason code DL as follows:
· Customer Credit = Y
· Inventory Adjustment = Y
· Replacement SO = N
In most cases merchandise returned because the customer "didn't like it" should be in good condition and can be sold again. Therefore, stock all merchandise returned with RMA reason code DL in the On-Hand balance type. Set up RMA reason code DL with the balance type H (On-Hand) and the inventory adjustment code R1 (a user-defined inventory adjustment code held on Reference File category 432). The following illustration shows Reference File category 432 as it looks for inventory adjustment code R1.
WILLIAMS COMMON FEATURES 11/19/92
DSP01 REFERENCE FILE CATEGORY 432 CHANGE
Category Name ADJUSTMENT CODES
ADJUSTMENT CODE / LANG COD
Category Key R1
DESCRIPTION ADJUSTMENT TYPE
Data RMA ADJUSTMENT CODE R
XXXXXXXXXXXXXXXXXXXXXXXXX X
INVENTORY/VALUE ADDITION INVENTORY/VALUE REDUCTION
Data Y N
Y Y
UPDATE CUSTOMER STATISTICS/ UPDATE PART STATISTICS
Data Y Y
Y Y
F2=Command F3=Exit F9=Inquiry F10=Function Select
F12=Lower Case F15=Rekey Data
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Reference File category 432 (Adjustment Codes).
Used to explain why inventory balances are being adjusted. In this case, inventory is
adjusted because of a customer return (Adjustment Type R).
In the figure above, notice that inventory adjustment code R1 has an adjustment type of (R) Return and is valid for updating inventory (Inventory/Value Addition = (Y) Yes).
The figure below shows RMA reason code DL as it appears on Reference File category G74.
WILLIAMS COMMON FEATURES 11/19/92
DSP01 REFERENCE FILE CATEGORY G74 CHANGE
Category Name RMA REASON CODES
RMA REASON CODE
Category Key DL
RMA REASON CODE DESCRIPTION
Data DIDN'T LIKE
XXXXXXXXXXXXXXXXXXXXXXXXX
CUSTOMER CREDIT INVENTORY ADJUSTMENT REPLACE SO
Data Y Y N
Y Y Y
BALANCE TYPE INV ADJUSTMENT CODE POSTBILLING ADJ CODE
Data H R1 R2
X XX XX
F2=Command F3=Exit F9=Inquiry F10=Function Select
F12=Lower Case F15=Rekey Data
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Reference File category G74 (RMA Reason Codes).
Used in RMA Maintenance and RMA Receipt Control to explain why merchandise
was returned.
Notice the balance type (H) and the inventory adjustment code (R1) as shown above. These values default to the Inventory Adjustment and Postbilling programs if you enter them with a command key from the RMA Receipt Control program.
Therefore, if a customer returned a watch because they "didn't like it", you would enter the RMA using RMA reason code DL. Once you received the watch, you would need to credit the customer for the return and update your on-hand inventory. Furthermore, if you entered the Inventory Adjustment program or the Postbilling program from RMA Receipt Control, the balance type and inventory adjustment code would default for you. See the illustration below for those command keys.
WILLIAMS CO 001 RMA RECEIPT CONTROL USD 11/19/92
DSP01 WHS BEL MULTI-LINE
Bill-to WMINC WATCH MAKERS INC. RMA Number 00000036
Ship-to WMINC WATCH MAKERS INC. Status OPN
Lin L Rec Qty/ Rsn
No S Part Number RMA Qty UM Cde Credit Inv Adj Replace S
001 O WATCH 3.000 EA DL W WAI W WAI N NOP
3.000 Unit Price 110.000
F4=Prompt F5=Detail F7=Header F14=Open Item Entry
F16=Inventory Adj F18=SO Maintenance F19=Postbilling F24=More Keys
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RMA Receipt Control Multi-Line screen.
Used to record the receipt of merchandise returns.
If you are updating inventory from the Postbilling program, be sure the defaulted inventory adjustment code is valid for Postbilling. Postbilling will only accept inventory adjustment codes of (R) Return or (S) Shipment.
Command Keys from RMA Receipt Control
From the RMA Receipt Control program you may use command keys to access other maintenance programs in the system. Command keys will take you to the following programs:
· F12 - Comments (CF190E)
· F14 - Open Item Entry (AR030E)
· F16 - Multi-Line Inventory Adjustment (IC120E)
· F18 - Sales Order Maintenance (OP100E1)
· F19 - Postbilling & Memo Entry (OP130E)
· F21 - Serial Number Assignment (OP112E)
Several of these programs perform the necessary functions you will need to complete a customer return. See the following table for a list of the programs and functions.
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F14 = Open Item Entry
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X
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F16 = Inventory Adj
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X
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F18 = SO Maintenance
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X
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F19 = Postbilling
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X
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X
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Programs that can be accessed from RMA Receipt Control.
Each program is accessed by the command key shown.
Once you access another maintenance program using a command key you may press F3 = Exit to end that program and return to RMA Receipt Control.
If you are completing a return with RMA reason code DL (Didn't Like) as in the example above, you could use F19 to do both functions in a single conversation.