Customer segregates their return goods into 3 categories – Return due to In-store damage, Return due to Handling & Delivery, and Return due to Market Hygiene. Customers are given 7 days (after proof of delivery) to report any handling/delivery damages.
Define RMA Category
Customer returns are classified into 3 categories as In-store Damage, Handling & Delivery and Market Hygiene.
Business Rules
- RMA category will be used for reason code.
UI /Report Layout
Define Return Policy
Return policy dictates the time frame within which goods can be returned. Customer maintains their return policy as 7 days (after proof of delivery) to customers to report any handling/delivery damages.
Business Rules
- Define a 2-time frame delivery return for 7 days and Special return.
- The time frame will be calculated from proof of delivery by the customer.
UI /Report Layout
Manage TRA
Customer segregates their return goods into 3 categories – Return due to In-store damage, Return due to Handling & Delivery, and Return due to Market Hygiene. Customers are given 7 days (after proof of delivery) to report any handling/delivery damages. Approval is needed from the concerned departments to process the return.
Business Rules
– Return to Handling & Delivery
- This is the Customer responsibility. All returns will be approved.
- Warehouse responsibility to reduce the return stock.
- Customers are given 7 days (after proof of delivery) to report any handling/delivery damages.
– Return due to In-Store Damage
- Sales Man will fill the TRA form. Will not take back the goods.
- Approval / rejection by Sales Supervisor / Accountant
- If Reject, Salesman will manage customers accordingly
- If approve arrange for goods to be shipped back to the warehouse at Reverse logistics process.
– Return due to Market Hygiene
- All return goods are approved.
- Quantity returned must be tracked.
– Exchange of returned goods with the same price / different price should be handled.
– Returned goods are moved to the TRA locator first. After quarantine, moved to the corresponding locators based on the status of the returned goods.
– Returned goods should be validated with the old Sales Order No., Lot no, Date, Quantity.
– Only the old price of the SKU (Old Sales Price) should be maintained at all levels irrespective of the price change in the later months.
– If the returned goods do not match with the old Sales Order info in the system, then system should not allow proceeding.
– Returned quantity should not exceed the original sold quantity.
– AR Return report should be generated for returned goods.
– Same discount and VAT should be recorded in the return as per original order.
UI /Report Layout
Validate Original Order
Order processor will validate the returned goods with the Old Sales Order info like the Old Sales Order No., SKU, LotNo, Date and Quantity. If everything matches with the Old Sales Order, then he will proceed with the return process. If not return will not be accepted.
Business Rules
- Returns should be accepted only if the old sales order info matches with the returned info (SKU, Lot No, Date, and Quantity).
Manage Customer Return
Returned goods are updated into the stock after the goods are validated and approved. All the returned goods are moved into the TRA locator first and then moved to other locators after quarantine status.
Business Rules
- Returns are done after the TRA is processed.
- Returned goods are updated into the stock when the return is processed.
- For new sales orders as a result of return, new document type will be chosen like ‘TRA Exchange Credit Memo’, ‘TRA Exchange SO’.
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Customer Exchange (Same Price)
The goods are returned either with the same price or with the different price. If the returned goods are done with the same price, then the TRA is created followed by Credit Memo.
Business Rules
- SKU Price should be considered by the old Sales Price irrespective of the price change after the old sales order.
Customer Exchange (Different Price)
If the returned goods are exchanged with different price, then old Lot should be updated into the original stock location and new lot will be reserved for the customer and be given.
Business Rules
- SKU Price should be considered by the old Sales Price irrespective of the price change after the old sales order.
- Stock will be reserved for the customer after the return and then will be released to the customer.
Process Return
After the customer return is done it will be processed to update the stock.
Manage Credit Note
Once the Returned goods are updated into the stock, User issues the credit note to the customer for the next follow-up.
Business Rules
- Credit Note should be issued only after the return is processed.
UI /Report Layout
Header
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Process Credit Note
Once the Credit note is created, it is processed to proceed with the follow-ups.
