Using the Sales Orders window, you can enter, view, and update return material authorizations (RMAs) for your customers to return goods to you.
You can enter an order with both return material and outbound material or return material only using the Sales Orders window.
Order Management enables you to authorize the return of your sales orders. You can authorize returns for replacement that returns with or without credit. If you require that items be returned for credit, Order Management can prevent customer credits until the items have been inspected, if necessary, and accepted by your organization. You can also apply attachments to provide additional information about your returns.
You can enter information in the Sales Orders window as you receive it. You can also copy existing orders to begin a new return. Order acknowledgements can be sent for return orders and outbound orders.
You can enter returns in any operating unit accessible to you, however the selected operating unit should be the same as the operating unit in which you created your order.
The Operating Unit field works in the same way as it does in the Sales Orders window.
Processing Constraints
Order Management processing constraints can be configured to restrict the updating of your RMAs. The following constraints are imposed by default:
Order type or line type level--Order type and line type are associated with workflow, updating is not enabled after workflow processes have been started. For example, you can no longer update an RMA line once it has been received. However, you can update project and task on a return line, even after the order is booked, until the line is received, fulfilled, or invoiced. To update project and task after the order is booked, you must disable the condition that has the validation template 'Booked Return Line' attached to the predefined constraint on update of Project and Task columns of Order Line entity.
Order source level--The order source information is retrieved upon the creation of the RMA and cannot be changed.
Return quantity level--You cannot cancel quantities already received.
Additionally, a processing constraint is available to stop creation of return lines once the return approval is rejected on order.
Credit Order Origination
Credit Orders may originate in many departments, for example:
Service Department for an incident report
Order desk for a customer report
Account receivables for a collection query
Receiving department for sales orders or returns
Credit Order Line Types
You can have several types of credit orders by specifying the order and line type. Each order and line type is associated with a workflow process. You can customize order types and RMA line types to meet your business needs.
Credit order types have an order type category of Return. A Mixed order type category can contain both sales order and return lines, however you cannot enter return lines into an order with a order type category of Regular.
RMA line types have a line type category of Return. The following are examples of the basic line return types:
Return for credit with receipt of goods and approval
Return for credit with receipt of goods
Return for credit only
Return for credit only with approval
The order and line transaction type are associated with the workflow process, and updates are not allowed after the workflow process has started, unless the workflow associated with the transaction type does not change.
See: Oracle Order Management Implementation Manual, Defining Order Management Transaction Types.
Credit Order Line Information
You can enter a RMA line in the Sales Orders window using the following information:
Line Type: The line type category for RMA line type must be Return.Material Movements
Originating transaction information: If referencing from an existing transaction, the originating transaction information such as the order number, order line number, option number, component number, and shipment number is required. (A Null value is allowed.)
Quantity: You can enter positive or negative numbers. The quantity returned is displayed as a negative number and highlighted in a different color.
Total Price: The extended price of a return line is displayed as negatively formatted number and highlighted in a different color.
Order Management enables you to enter lines on an order to receive the returned material and dispatch the reworked or replacement items. For Revision controlled items, you can enter the Revision Number on the RMA line.
Note: The only restriction for entering the Revision number on an order line is if there are multiple revisions for the item, and the items returned need to be assigned to the correct revision number. You will need to create separate RMA lines for each item revision number returned. Order Management does not create separate RMA lines for each revision automatically.
For a lot and/or serial number controlled item, the Sales Orders window enables you to enter the lot and serial numbers that the customer reports for a return line. An RMA line can be associated with one or multiple lot and/or serial numbers. Actual received lot and/or serial numbers are stored on receipt upon delivery of the items.
Note: Since Order Management supports integration with other legacy systems, there is no validation for revision, lot, or serial numbers against inventory tables. These are numbers entered from the customer when creating a RMA. Additionally, the serial numbers are those which were shipped out on order lines, created in the same operating unit and for the specified customer and currency.
Order Management assists you in having order lines and credit lines in the same order. For example, if you have a customer who wants to purchase a new car, however, the customer also wants to trade-in an old vehicle, you can create an RMA order line in the sales order. A combination of the RMA line type and order type will process this RMA line appropriately. You indicate that you are entering a return line by keying a negative quantity, a return line type, and a return reason.
Related Transaction Information
You can record key originating transaction details for:
Reference Type
Order Number, Line Number, Shipment Number, Option Number, and Component Number
Invoice Number and Line Number
Customer PO Number and Order Line Number, Shipment Number and Option Number, and Component Number
Serial Number and Item Number
You can restrict the items available to be returned to items on the originating transaction. Order Management enables you to have a RMA without the originating transaction. For RMA lines without originating transactions, the pricing information needs to be available to calculate the credit for the order appropriately.
Order Management also validates that quantity returned cannot be more than quantity ordered.
Creating Credit Orders
You can create RMA orders by specifying in the Sales Orders window whether an order line is to be a standard or return item. For an RMA order or order lines creation, Order Management enables you to:
Query the order or return in the Order Organizer window to identify a sales order line to be returned. You can find the appropriate line by using the item number of the item, original sales order number, customer's PO number, or any other criteria available in the Order Organizer window. After you select the sales order or the order line, you can use the copy function by click Actions, then select Copy to generate the return order or line(s) after specifying a RMA order/line type and return reason.
Specify the sales order number, customer's PO number, invoice number or serial number of the item directly in the Returns tabbed region of the Sales Orders window to find the sales order line to reference. If you change these reference fields, the existing line will get reset with the new referenced line.
Manually enter return line information and select the appropriate return line type and return reason for returns without referencing any originally originating sales order lines.
If you reference a return line to an original sales order line or invoice line, you can modify these fields, dependent upon the Order Management profile option. The OM: Return Item Mismatch Action profile option is used to enable mismatch value between an item on the RMA line and an item on the referenced order line. For example, you need to enable mismatch when a wrong item is shipped and you want to put the correct item on the RMA line.
See: Oracle Order Management Implementation Manual, Order Management Profile Options.
Order Management checks if the originating lines have been fulfilled. The OM: Return Unfulfilled Referenced Line Action profile option is used to enable un-fulfilled lines to be used as referenced lines.
You can use the Return Lot and Serial Number window to capture lot and serial numbers suggested by the customer for the RMA line. The Sales Orders window does not validate the lot and serial numbers against the inventory assigned lot and serial numbers because the lot or serial numbers may have been shipped from a legacy system or may be purged.
Pricing Credit Orders
Order Management enables you to create and price credit returns from the Sales Order window.
At the current price list value
At the price list value ruling on the date of the original order
At the original price paid by customer
Create and Price credit return lines
| Creation Method | Pricing option 1 | Pricing option 2 | Pricing option 3 |
|---|---|---|---|
| Copy order line within the Sales Order window | Yes | Yes | Yes |
| Reference the existing order line within the Sales Order window | No | No | Yes |
| Manually reference an RMA without referencing order line within the Sales Order window | Yes | No | No |
After a return line is created, users can change pricing options for the line by changing the Calculate Price value from the Line Pricing tab. Available options are:
Calculate Price
Freeze Price
Partial Price
Attachments
You can apply attachments to your RMA orders or order lines.