How to create an RMA.

When a customer requests an RMA we first need to verify the cause of the return.

1. Was the part ordered incorrectly?
2. Was the part shipped out incorrectly?
3. Was the part quoted incorrectly?
4. Something else?

Depending on which issue the customer has, you may need to check with your team lead to see if there are any exceptions to the normal return policy that would apply. 

To enter the RMA you will need to have the original order number. Enter the order number into the CUSORD screen. Bring up the order acknowledgment. 

Open the QWMENU screen and select External Discrepancies. Click the Entry box. 

Select subtype -> get customer -> copy cust abbr field from the CUSORD screen, and paste it in the Abbreviation field of the QWENTRY screen.

Select sales contract 4. Copy the order number from CUSORD and paste in the order number field, enter QTY for return, and make sure the price that populates matches what they paid, if the order was entered online, need to take off a 1% online discount.

Enter 20% restocking fee, enter the PO and invoice number in ref. number boxes. Check pre apprvd box and select CS manager for pre approved by.

Click entry notes and enter notes as to why the dealer is returning and note 20% restocking fee applied. SAVE

Send customer email through HubSpot with RMA Snippet, this includes RMA #, address to send back to and 20% restocking fee noted

RMA then needs approval from correct department-Joe Smith, Lisle Rohlwing