Sales Order Return Process

 

 

Prerequisites

  • A sales order exists in the system and products have been delivered to the customer by means of an outbound delivery. 
  • Sales Order Number
  • Product ID’s of the parts that are being returned. 

 

 

To start the process, you’ll go to the “Inbound Logistics” work center and then click on the “New Customer Return Notification” task. 

 

  1. Inbound Logistics Work Center
  2. New Customer Return Notification

 

The “New Customer Return Notification” task can be accessed from the “Sales Order” work center as well. 


This will bring you to the “Select Outbound Delivery Items” page, you’ll input the Sales Order Number in the “Sales Order ID” Field. Then either click the “Go” button or hit enter. This will bring up the line items of the Sales Order. 

 

Select the lines of the products that the customer will be returning. After that, hit the “Next” button at the top. 

 

  1. Enter Sales Order # into “Sales Order ID” field. 
  2. Click the “Go” button or hit enter on your keyboard. 
  3. Select the line items that the customer is returning. 
  4. Click “Next” button



You can adjust the quantity on the next page



After clicking next, you’ll be on the “Edit Customer Return Delivery Notification” page. On this page, you’ll need to input a “Delivery Notification ID” in the field that is provided. This number can be the delivery ID, packing slip number, etc. 

 

Verify all the information is correct, such as Ship-to Party, Ship-to Location, Sender, and then line items. Then select a “Return Reason” for the line items. This can be done in two places, either directly on the line item or in the “Details” section of the line item. Once everything looks good, click the “Next” button. 

 

  1. Input “Delivery Notification ID”
  2. Verify Ship-to Party, Ship-to Location, and that the business partner/customer is correct. 
  3. Verify it’s the correct Products
  4. Adjust Quantity that is being returned if needed
  5. Choose a “Return Reason” in the drop-down box on the line item or in the Item Details sections. 
  6. Click “Next” button.


This will take you to the “Review” page section. Verify all the information is correct and then click the “Finish and Create Warehouse Request” button. 



Now that the return notification has been created, you can receive in the Products using the Inbound Warehouse Tasks. 

 

Go to the “Execution” work center and then click “Inbound Warehouse Tasks”

 

  1. Click the “Execution” work center
  2. Select “Inbound Warehouse Tasks”




On the “Execution – Inbound Warehouse Tasks” page, search for the task by inputting the “Delivery Notification ID” that was created for the return notification. This will pull up the Task for receiving in the products. 

 

Select the appropriate task, which will be the “Returns Put Away” one. You can select the “Execution Details” for the line to verify that it is the correct one. The execution details will display the line items with the Sales Order ID as the reference document. Once it’s selected, click the “Confirm” button. 

 

  1. Search by the “Delivery Notification ID” that was used when creating the customer return notification
  2. Select the appropriate line for the return task
  3. Can verify the line item information in the “Execution Details” if needed. 
  4. Click the “Confirm” button. 



Clicking confirm will bring up the Put away task page. This page functions in the same way as doing an Inbound Delivery via the warehouse tasks. 

 

If the Logistics information isn’t already available, you can click the “Propose Quantities and Logistics Areas” button to automatically fill them or fill them manually. If you pressed the “Propose Quantities and Logistics Areas” button, verify that the appropriate Logistics areas were chosen.  

 

Then input the “Actual Quantity”, which is the amount that is being received. Once all the information is correct, click the “Save” button to process the warehouse task. 

 

  1. Click the “Propose Quantities and Logistics Areas” or…
  2. Verify or Input the “Target Logistics Area ID” 
  3. Input the “Actual Quantity” amount
  4. Click Save after verifying the information is correct to process the warehouse task. 



Once the Warehouse task is complete and the product was received, you can process the return. In order to do this, you’ll go to the “Sales Order” work center, then to the “Returns” section. 

 

  1. Click the “Sales Order” work center
  2. Select “Returns”



At no point during the process above does it display the “Return ID”. However, you can search for the return by using the “Delivery Notification ID” that was created in the return notification process.  

 

After searching, select the line for the return and then click the “Edit” button. Note the “Return ID” for use later in the credit memo portion. 

 

  1. Search for the return using the “Delivery Notification ID”
  2. Select the line
  3. Click the “Edit” button


On the return page, select the “Release” button. Please refer to the note below to determine if you are complete or need to proceed. 



If you're switching out parts, you can click "Without Credit Memo" to process the return without affecting invoicing. You are now finished with the customer return process.
If the invoice has been proceed and payment issued, click "With Credit Memo" and continue with the guide.




This will create a request for a credit memo against the sales order invoice. This will need to be processed like an invoice request. 

 

Proceed to the “Customer Invoicing” work center, then select “Invoice Requests”. 

 

  1. Click “Customer Invoicing” work center
  2. Select “Invoice Requests”


On the “Invoice Requests” page, search for the customer return invoice request (Credit Memo) using the “Return ID”. Then select the line and click the “Invoice – Advanced” button. 

 

  1. Search for the Customer Return
  2. Select the Invoice Request
  3. Click the "Invoice-Advanced" button




This brings up the properties for invoice creation. In this box, you’ll want to uncheck the “Automatic Release” and “Down Payments Transfer”, then click “OK” at the bottom right. 




A new Credit Memo page will be brought up. Verify the information in the credit memo, then check mark the “Ready for Invoicing” box. After that, click the “Save” button and then “Close” 


  1. Select "Ready for Invoicing"
  2. Save
  3. Close


Accounting will now take over the process.