SECTIONS
Customer return records contain information about the way in which customers return items.
Customer Return
Here is a description of the fields on a customer return.
Key: * – Mandatory field; R – Read-only.
| Field | Description | |
|---|---|---|
| DEPRECATED: Actual Value of Return Items | The extended price for each line is rolled up to give the total value of all the actual customer return lines. The default value is 0. This field was deprecated in SCM version Fall 2019. | |
| Actual Value of Returned Items | Actual Value of Returns Less Return Fees. | |
| Actual Value of Returns Less Return Fees | The actual value of the returned items minus the return fees. | |
| Confirm To | Email address to be used to contact end customer with updates on the customer return status. The default value is the address on the sales order which can be changed as required. | |
| Credit Minus NC Items and Fees | Total actual value of returned items minus total return fees, minus total value of Non Conforming (NC) items. Only customer return lines with a return action of Customer Credit will be included. | |
| Currency | * | The currency from the sales order associated with the return items. |
| Customer Account | Account name from the sales order associated with the items that are being returned. | |
| DEPRECATED: Customer Credit Minus NC Items and Fees | Total actual value of returned items minus total return fees, minus total value of Non Conforming (NC) items. Only customer return lines with a return action of Customer Credit will be included. This field was deprecated in SCM version Fall 2019. | |
| Customer Purchase Order Number | Purchase order number from the sales order associated with the items that are being returned. | |
| Customer Return Number | * | Auto number generated when the customer return is created. |
| Expiry Date | The date on which the customer return expires. The default expiry period is 30 days after the created date. This can be changed in the Customer Return custom setting. | |
| Expected Value of Return Items | The extended price for each line is rolled up to give the total value of all of the expected customer return lines. | |
| External Notes | Warranty claim administrator's notes to the customer on how the claim is to be resolved. | |
| Inspection | You can edit this field but any changes you make will not change the enhanced customer return process. The help text associated with this field reflects the future functionality. All customer returns must be inspected. The system will update the customer return header and line status to "Inspected" as appropriate when the inspection process for return items has been completed. | |
| Inspected Quantity Accepted | The current quantity of items that have been accepted during inspection. | |
| Internal Notes | Notes for internal use can be added here. | |
| Reason for Return | Reason for the customer return. The reason selected at header level will be the default for the customer return lines. Each line value can be changed individually as required. | |
| Return Action | The customers preferred action. The action selected at the header will be the default for the customer return lines. Each line action can be changed individually as required. | |
| Return Fees | The restocking fees and other fees associated with each line are rolled up to give the total value of the return fees. | |
| Return Warehouse | The warehouse selected to receive the items returned by the customer. | |
| Sales Order | * | Lookup to all valid sales orders. Sales orders that are not allocated and approved or have been cancelled are not listed in the lookup. Associated sales order lines that are not shipped, partially shipped or completed will not be listed for selection on the customer return. |
| Shipping | Shipping options. If the item is not being returned select No Shipping Required - Customer Scrapping. If your customer is returning the item select Customer Arranging Shipment. If you are arranging the shipment Use Shipment Arrangement Required. | |
| Status | * | Status of the customer return. The default value is New. The customer return status is updated by the system as the items progress through the customer returns process. |
| Value of Credit Minus NC Items and Fees | Total actual value of returned items minus total return fees, minus total value of Non Conforming (NC) items. Only customer return lines with a return action of Customer Credit are included. | |
| Value of Non Conforming Items Inspected | The value of all non conforming return item lines are rolled up to give the total value of non conforming items inspected. |
Customer Return Lines
Here is a description of the fields on a customer return line.
Key: * – Mandatory field; R – Read-only.
| Field | Description | |
|---|---|---|
| Actual Quantity Returned | Total quantity received. This field is automatically populated and cannot be edited. | |
| Actual Value of Credit Before Fees | Actual value of credit for items that have a return action of Customer Credit. Calculated from the item quantities multiplied by the customer return unit prices. The default value is 0. | |
| Actual Value of Credit Minus Fees | The actual value of credit for items that have a return action of Customer Credit after fees have been deducted, for example re-stocking fees. Calculated as follows: (Item quantities multiplied by the customer return unit prices) minus restocking fees. The default value is 0. | |
| Actual Value of Return Items | Actual Quantity Returned x Unit Price. | |
| DEPRECATED: Already Returned | The current quantity that has already been returned by the customer. This field was deprecated in SCM version Fall 2019. | |
| Available Quantity to Return |
The remaining quantity available to return. This is a formula field which is empty when the customer return line is created and updates automatically as return items are received. Available Quantity to Return = Quantity Shipped - Already Returned quantity |
|
| Customer Credit Minus fees and NC Items | (Actual value of the returned items minus the value of the non-conforming items) x unit price minus return fees. Only customer return lines with a return action of Customer Credit will be included. The default value is 0. | |
| Customer Return | The Customer Return number. Hover over this field to display the associated Customer Account, Sales Order, Purchase Order and the Customer Return Status. | |
| Customer Warranty Claim Date | The date the customer submitted the warranty claim for a replacement or credit. | |
| Customer Warranty Claim Granted | Options are Yes and No. | |
| Customer Warranty Claim Resolution Date | The date the customer warranty claim for a replacement or credit was resolved. | |
| Date Returned | Date on which the last of the returned items were received into the return warehouse. | |
| Customer Return Line Number | Cancels the customer return creation process. The customer return header will not be created. | |
| Expected Extended Price | The customer return unit price multiplied by the expected return quantity. | |
| Expected Value of Credit Minus Fees | The expected value of the returned items minus the total return fees. Only customer return lines with a return action of Customer Credit will be rolled up. Customer return lines that are customer exchanges or repairs are not rolled up. | |
| Inspected Quantity Accepted | The current quantity of items that have been accepted during inspection. | |
| Inspection | Inspection options for the customer return. Defaults from the header. Line values can be changed. Editing is enabled by a custom setting. | |
| Item cost when Shipped | The supplier cost of the item when it was shipped to the customer. | |
| Item Description | Description of the item in the item master record. | |
| Item Master | Creates the customer return and opens the customer return line creation screen. | |
| Item Past Returns Date | Based on your company returns policy, this field indicates if the item has passed the last return date. | |
| Lot Numbers Shipped | The lot numbers that were shipped on the original Sales Order Line. | |
| Lot Numbers to Return | The lot numbers that will be returned. | |
| Other | Currency field. | |
| Quantity of Non Conforming Items | The total quantity of non conforming items at inspection. | |
| Quantity Shipped | The quantity shipped on the associated sales order. | |
| Reason for Return | Picklist. Reason for the customer return. The reason selected at header level will be the default for the customer return lines, but each line value can be changed individually. | |
| Restocking | A fee charged to the customer for accepting a return, either as a flat fee or percentage. | |
| Restocking And Other Fees Sum | Total of the restocking fees and any other fees. | |
| Return Action | The customers preferred action. The action selected at the header will be the default for the customer return lines. Each line action can be changed individually. | |
| Return Lot Numbers | The lot numbers of items returned for a particular customer return line. | |
| Sales Order Line | Sales Order Line Item Number ID. | |
| Serial Numbers Shipped | Not in use on the Customer Return Line. The serial numbers that were shipped on the original Sales Order Line. | |
| Serial Numbers Status |
The |
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| Serial Numbers to Return | Not in use on the Customer Return Line. The serial numbers of items returned for a particular customer return line. | |
| Shipping | Defaults from the header. You can change the value at line level if required. | |
| Shipping Date | The date the items were shipped to the customer. | |
| Status | Status of the customer return line. Updated by the system as the items progress through the customer returns process. | |
| Supplier Warranty Claim | Has a warranty claim been filed with the original supplier. | |
| To Return | The quantity expected to be returned by the customer. | |
| Total Serial Numbers | The total number of serial numbers associated with the customer return line. This field updates automatically and should not be updated manually. | |
| Unit Price | The unit price of the customer return line item. Derived from the sales order line. | |
| Value of Non Conforming Items | The quantity of non conforming items multiplied by their unit costs. |
icon indicates that all the required serial numbers have been entered on the customer return line. The 
icon indicates that more serial numbers are required. No icon displays if no serial numbers are required for the customer return item.Buttons
| Button | Description | |
|---|---|---|
| Back to Results | Return from the selected serial numbers display to the Sales Order Lines selection window. | |
| Cancel | Cancels the customer return creation process. The customer return header will not be created. | |
| Create | Creates the customer return and opens the customer return line creation screen. | |
| New Customer Return Line | Opens a new Customer Return Line Edit page for the associated Customer Return. | |
| Select Serial Numbers | Opens the serial number selection popup displaying the available serial numbers. This button is only available in Lightning mode on the Customer Return Line detail view. | |
| Show Selected | Displays only the serial numbers that are selected in the Select Sales Order Lines popup |