Enabling the Enhanced Customer Returns Feature

The Enhanced Customer Returns Feature Console feature enables you to configure Order and Inventory Management to use the new customer return object and it's associated layouts.

Note:

The new CRET feature does not support lot number control. If you are currently using this tracking method, do not switch on the Enhanced Customer Return mode. You will not be able to revert this feature console step once it has been switched on.

This Feature Console feature can be used for new Order and Inventory Management installations or for upgrades from an earlier version of Order and Inventory Management where the Return Material Authorization (RMA) feature has never been used.

The Enhanced Customer Returns Feature Console feature performs the following steps:

  1. Warning - Do not switch on the Enhanced Customer Return mode if you use lot number control. The Enhanced Customer Return mode does not currently support this tracking feature. Acknowledge this warning by marking it as done.
  2. Disable the RMA object.
      • Disables the creation of Return Material Authorization records.
      • Performs layout changes to replace RMA entries with CRET entries.
  3. Manual step - Create the CRET tab.
    • Use the "Customer Return" object.
    • Insert the Customer Return icon from the Certinia Documents folder to create the custom style tab.
  4. Removes the "Partially Inspected" value from the customer return header status picklist.
    • Deactivate Partially Inspected picklist value.
  5. Switch on the customer return receipt type picklist.
    • Add or activate CRET receipt.
  6. Assign Customer Return Object Lightning record pages as org defaults.
    • Update action overrides. We recommend that you update these values to the associated Lightning pages:
      • Customer Return - View - Lightning Experience.
      • Customer Return Line - View - Lightning Experience.
  7. Optional following upgrade - Update the Customer Return page layouts.
    • From Setup, Click Objects and Fields | Object Manager | Customer Return | Page Layouts.
    • Delete the Customer_Return__c-Pilot do not use - Customer Return layout.
    • Assign the Customer_Return__c-Customer Return layout.
    • Delete the Customer_Return_Line__c-Pilot do not use - Customer Return layout.
    • Assign the Customer_Return_Line__c-Customer Return layout.
  8. Remove the Create Customer Return button from the sales order line related list. This button is no longer required if Lightning Experience is enabled in your org. You cannot reverse this step.
  9. Prepares the environment to work with Serial Numbers.
    • Adds the Create Customer Return quick action button to the Approved Inventory Sales Order layout.
    • Adds the Select Serial Number quick action button to the Customer Return Lines layout.
  10. Manual step - Update the following page layouts to include Customer Return, Serial Number and Credit information.
    1. Serial Number page layout:
      • Add the Credit Invoice Line and Customer Return Line fields.
    2. Customer Return page layout:
      • Add the Serial Numbers Status field to the Customer Return Line related list.
    3. Customer Return Line page layout:
      • Add the Serial Numbers Status field.
      • Add the Serial Number related list and delete the New button.
    4. Receipt page layout:
      • Add the Customer Return field.
    5. Receipt Line Page layout:
      • Add the Customer Return Line field.
    6. Inventory Transaction Perpetual Record page layout:
      • Add the Customer Return Line field.
    7. Credit Invoice page layout:
      • Add the Customer Return field.
    8. Credit Invoice Line page layout:
      • Add the Customer Return Line field.
      • Add the Serial Number related list and delete the New button.

When the "Partially Inspected" picklist value has been deactivated it will appear in the Inactive Values section of the customer return status custom definition detail page in your org setup.

You can keep the current action override values by deselecting the relevant checkbox. You can manually update the values at a later date as appropriate. You can check the status of your customer return and customer return line page assignments from the object manager your organization setup.

If you are transitioning from the RMA object you can still update or delete existing RMA records as required and can also receive any outstanding customer returns generated from the RMA object before the new customer return feature was activated.