Sales Orders > Return Merchandise > RMA Issues and Receipts

RMA Issues and Receipts

You use this program to keep track of goods that are returned by customers for various reasons (e.g. faulty goods, warranty repairs, etc). This tracking takes place through the addition of an RMA Issue.

At the point of issuing the RMA, you can cross-ship a replacement item to the customer where, for example, the customer is unable to return the defective item until the replacement item is received.

When you receive the goods from the customer, a receipt is processed for the RMA issue. At the time the merchandise is returned (i.e. the receiving stage) a number of actions are available which include:

  • creating a works order for the faulty product to be repaired
  • receiving the product back into your warehouse and crediting the customer
  • exchanging the product
  • restock the components on exchange (e.g. where the returned stock item is part of a bill of materials)

Toolbar and menu

Field Description
File  
Cancel RMA

Select this to cancel the RMA.

This option is only enabled if all RMA lines are in a status of 1 (Open) and there are no cross shipments on the RMA. You cannot cancel an RMA if any line has been received.

See Activity considerations in Notes and warnings.
Edit  
Add line Select this to use the Return Merchandise Line Details program to add a new line to the RMA.
Change line Select this to change an existing RMA line.
Cancel line

Select this to cancel the currently highlighted RMA line.

This option is only enabled for RMA lines in a status of 1 (Open).

When you maintain an existing RMA and you cancel all lines on the RMA, the RMA is set to a status of 9 (Complete) when you select the End RMA function. The RMA header details can still be viewed using the RMA Query program until it is purged by the RMA Purge program.
Receipt Select this to process a receipt against the RMA (see Return Merchandise Receipt).
Functions  
RMA Entry Select this to capture a new RMA.
RMA Maintain Select this to change the details for an existing RMA.
Options  
Preferences Configure default settings that must apply when processing RMAs (see Preferences).
Query  
Customer Query Use the Customer Query program to view details for the customer specified.
Customer

Indicate the customer against whom to process an RMA issue.
New Select this to enter a new RMA issue.
Add Line Select this to use the Return Merchandise Line Details program to record details about the item that is being returned.
RMA Number

Indicate the RMA number to maintain, or the RMA number against which you want to process a receipt.

You can select the Browse icon to use the RMA Browse on RMA Numbers program to view the RMAs issued to customers.
Notes Use the Admin Notepad Editor (Monospaced Text) program to add free format text to the RMA.
End RMA Select this to use the End RMA Receipt program to close off the RMA.

Return Merchandise Header

See Restrictions and limits in Notes and warnings

Field Description
RMA number This indicates the RMA number you are currently maintaining.
Entry date Indicate the date on which you are capturing the RMA issue. This defaults to your current system date.
Status code This indicates the status of the RMA (see RMA Statuses).
Order branch This indicates the branch applicable to the RMA Issue. The default value is the branch defined against the customer.
Area

This indicates the geographic area applicable to the customer for this RMA Issue. The geographic area assigned to the customer is displayed by default.

A valid geographic area code must be entered if you selected the option: Tax by geographic area (Company Tax Options Setup)
Ordered by

Indicate the Order type. Order types are maintained using the Order Types program.

If the setup option: Validate order type is selected (Sales Orders Setup) then you must enter a valid order type in this field.

This field defaults to the order type defined against the customer (Customers). If this is not defined, then it defaults to the Default Order type defined for Sales Orders (Sales Orders Setup). If the first line added to the RMA has an original invoice attached, then the order type defined against the invoice is displayed in this field.

If you generate a sales order or a credit note, then the order type entered here is used for these transactions.

This is the default wording for this field, but is replaced by whatever wording you defined for the Order type prompt field (Sales Orders Setup).
Special instruc Indicate the message that you want to print on order documents for the customer. If you have defined special instructions against the customer then this is displayed here by default.
Alternate key

Enter the alternate key for the RMA.

The alternate key you enter in this field depends on the alternate key you selected at the Default alternate key option (Sales Orders Setup). These keys are: Geographic area, Warehouse and Branch.

If the setup option: Alternate key mandatory is enabled (Sales Orders Setup) then you must enter a valid alternate key in this field.

If you generate a sales order or a credit note, then the alternate key entered here is used for these transactions.

This is the default wording for this field, but is replaced by whatever wording you defined in the Description for alternate key field (Sales Orders Setup).
Service ticket

This indicates the CRM service ticket allocated at the time of creating an RMA from the CRM link.
User defined

Capture your own user-defined information for the RMA.

You can configure your own wording for this prompt using the Return Merchandise Authorization Setup program. In addition, you can specify that entry at this field is required before you can continue.
Contact

This indicates the name of the contact for the customer.

Telephone

This indicates the customer's telephone number.
Fax

This indicates the customer's fax number.

Tax The Tax Information section enables you to view the tax status of customer against which you intend processing RMA documents.
Tax status This indicates the tax status (i.e. Taxable, Non-Taxable or Exempt) of the customer for this RMA Issue.
Exemption number This field indicates the customer's tax exemption number, if applicable.
Ship to address Select this to amend the current delivery address details to which goods will be shipped for the customer. This defaults to the Ship to Address held against the customer (Customers).
Ship to name This indicates the name and address of the customer selected for the RMA Issue. You can change the name if the Ship to name differs from the name defined against the customer (Customers).

The default address defined against the customer is displayed, but can be changed. This is the address that must be used for the RMA Issue.

The system automatically displays the customer's address, excluding the postal/zip code. If no Ship to address is defined (or you need to enter a different address) you can enter the applicable address here.

The ship address assigned to the customer is used when you query or print an RMA document.

If you change the customer's ship address details for a particular RMA Issue, then the information held against the RMA Issue is used when querying or printing that RMA document.
Postal/zip code This indicates the postal/zip code of the Ship to address defined against the customer.
Geolocation This indicates the geographic location of the address in terms of longitude and latitude and includes a hyperlink to the map directions.

An additional hyperlink is available (Resolve GeoLocation from address) to resolve addresses using the long or short name. The Use short names when resolving addresses option (System-wide Personalization) determines which name to use by default. SYSPRO reads the name returned from the map provider in XML. If the short name returned in the XML is the same as the long name, then no short names are available from the map provider.

Language You can indicate the language code to use if you enabled the option: Multi-language for document printing in the System Setup program.
[Note]

The drop down option Global is the default selection and refers to the default language at the time of the entries' creation.
Multiple ship address Select this to use the SYSPRO Multiple Customer Address List program to view all multiple ship to addresses for the customer.

RMA Statuses

This table indicates the possible statuses for a RMA.

Status Description
<Blank> This status is applied when entering a new RMA, before the RMA number is allocated.
<1> Open RMA.

This status is applied when you select to end a new RMA.
<X> Open RMA with cross-shipment.

This status is applied after ending an RMA that has a cross-shipment against at least one line.
<2> Partially open RMA.

This status is applied when an RMA contains open and complete lines.
<9> Complete RMA.

This status is applied when an RMA contains complete lines.

Customer Information

This displays information relating to the customer for which the return merchandise is being processed.

Return Merchandise Lines

This listview displays details of the RMA lines for the RMA.

You can typically use your right mouse button within the listview to select one of the following options:

  • Add Line (see Return Merchandise Line Details)

  • Change Line (see Return Merchandise Line Details)

  • Cancel Line

  • Receipt Line (see Return Merchandise Receipt)

Column Description
Stock code This indicates the stock code that was received.
Line This indicates the line number of the RMA Issue that was received.

Return Merchandise Receipt

These panes are displayed when you select the Receipt Line option from the Edit menu or you select the Receipt Line option from within the Return Merchandise Lines listview.

You cannot process a receipt into warehouses to which you have been denied access (Operators). This applies to receipts processed for credit notes, inspection and fix in-house, and to sales orders that are generated for cross shipments or exchanges.

Field Description
Action History Select this to use the RMA Browse on RMA History program to view RMA Receipt history for the current RMA.
Save Select this to save the information you entered for the RMA receipt.
Close Select this to ignore any information you entered and to return to the previous screen.

Receipt Line Details

Field Description
Qty received Indicate the actual quantity received from the customer.
Qty received u/m This indicates the unit of measure for the quantity in the Qty received field.
Revision

Enter the revision level for ECC controlled stock items.

This function is only enabled if the option: Prompt for rev/rel at issue of ECC items is enabled (Return Merchandise Authorization Setup).

Revision is the default wording for this function, but is replaced by whatever wording you defined against these user defined fields (Bill of Materials Setup).
Release

Enter the release level for ECC controlled stock items.

This function is only enabled if the option: Prompt for rev/rel at issue is enabled (Return Merchandise Authorization Setup).

Release is the default wording for this function, but is replaced by whatever wording you defined against these user defined fields (Bill of Materials Setup).
Problem code This indicates the code that identifies the problem with the item returned by a customer (see Browse on RMA Problem Codes).
Problem notes Select this to use the Admin Notepad Editor (Monospaced Text) program to add free format text relating to the RMA problem.
Action

Indicate an action to the receipt process. By default, the receipt action specified within the Return Merchandise Authorization Setup program is displayed here, but you can select a different action.

Refer to Receipt Actions and Associated Effects for additional information on the effects of the various receipt actions.

You can selectively deny operators access to these actions using the Activities function (Operators).

See Activity considerations in Notes and warnings.

Option Description
Archive

Select this to close the RMA line with no further action. The RMA line status is set to Complete when ending the RMA, but will remain on file for reference purposes.

See Activity considerations in Notes and warnings.
Credit

Select this to issue a credit note. At the time of ending the RMA, you can maintain the credit note using the Sales Order Entry program (providing you have access to creating credit notes in the Sales Order Entry program).

You can process a credit for an ECC serialized item where the warehouse was not previously used for the current revision / release. A warning message is displayed. If you select to continue, then an entry is created in the receiving warehouse for the specific revision / release of the ECC component. If the company has multiple bins installed, then a corresponding entry is made in the Inventory Bin file for the default bin for the warehouse. This only applies to an RMA credit where the ECC item is not traceable, and has never been recorded in the current receiving warehouse.

See Activity considerations in Notes and warnings.
Exchange

Select this to issue a credit note and a sales order.

A credit note is created for the item being returned and a sales order is created for the new item being shipped to the customer. You can maintain both the credit note and the sales order at the time of ending the RMA.

This action has the same effect as a cross-shipment, except that the sales order is not created until the RMA receipt is completed.

If the setup option: Ask reason code for new credit notes is selected (Sales Orders Setup) then you are prompted to enter a valid reason after you have entered the Sales Order Details.

[Note]
  • You cannot select this action if the RMA involves a cross-shipment.
  • You can only process an exchange for a kit item if you enabled the option: Single level Bill of Materials required (Sales Orders Setup).
  • The order quantity on the sales order created is automatically put into backorder if you selected the preference: Automatically put exchange order quantity into back order (Preferences)

See Activity considerations in Notes and warnings.
Fix In-house

Select this to indicate that the product is being repaired.

This option only applies when the Work in Progress module is installed. It is not available for kit items.

This will create a non-stocked repair job and issue the returned material to the job. You will be able to enter the estimated labor and material cost for repairing the item. In addition, it will create a back ordered non-stocked sales order for returning the item to the customer once it has been repaired.

There is also an option to create a stocked repair job, and associated sales order. In this case, the stocked item is used to place the sales order in ship when the job is receipted.

You can maintain both the sales order and the job at the time of ending the RMA.

See Activity considerations in Notes and warnings.
Inspect

Select this to indicate that the product is being inspected.

You can use this as an interim measure to indicate that the merchandise has been received back on your premises and is in the process of being inspected before it is received back into stock. When the inspection is complete, you can return to the RMA receipts and select the appropriate action to take.

Serial and lot numbers are not requested when you receive items into inspection. These are only requested when you process the Receipt for the items.

See Activity considerations in Notes and warnings.
Narration

Select this to assign comments.

You can use this as an interim measure to add notes to the RMA line.

Select the notepad icon to add comments. You can see all comments added by selecting the Action History function.
Action notes Select this to use the Admin Notepad Editor (Monospaced Text) program to assign action notes relating to the action taken for the receipt.
Received/Authorized Quantities Differ

This screen is displayed when the authorized quantity is different from the receipt quantity entered.

Field Description
Please select one of the following actions:  
Adjust to the authorized quantity Select this to adjust the received quantity to the value held against the Authorized quantity field.
Adjust to the received quantity Select this to adjust the authorized quantity to your entry at the Received quantity field.
Create new RMA line for the difference Select this to indicate that a new RMA line must be created for the difference between the authorized and received quantities.
OK Select this to process continue processing the receipt line according to the selection you made.
Cancel Select this to return to the previous screen.
Credit Note Details

This pane is displayed when you select the Credit option against the Action field.

When you save the information you entered and the option: Ask reason code for new credit note is enabled (Sales Orders Setup) then you are prompted, and must enter, a valid reason code for the credit note.

In addition, if the stock item is traceable, serialized or multiple bins are in use, then you use the SO Lots, Bins, Serials Allocations program to de-allocate the lots, bins and serials for the item being credited.

[Note]

  • Regardless of the source of the credit note, the item is returned to stock at the cost it was originally invoiced (if linked to an invoice) or at the current cost in the warehouse to which it is being returned (if not linked to an invoice).

  • You cannot process a credit note for a lot where the quantity to be credited is greater than the quantity of the lot originally received.

    See also: Notes and warnings.
Field Description
Inventory actions
Option Description
   
Restock

Select this if the returned item will be returned to stock.

At the time of ending the RMA, this option creates a credit note. Once the credit note is invoiced, the stock is returned to inventory and a credit is reflected against the customer's account.

[Note]

Regardless of the source of the credit note, the item is returned to stock at the cost it was originally invoiced (if linked to an invoice) or at the current cost in the warehouse to which it is being returned (if not linked to an invoice).

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account.

  • Restocking fee

    A restocking fee can be applied when, for example, the customer requested a credit for an item no longer required and you want to charge the customer a percentage of the cost of the item to take it back into stock.

    The restocking fee percentage to charge can be defined against the problem code (RMA Problem Codes) or at company level (Return Merchandise Authorization Setup).

    The fee is automatically applied if the option: Prompt for restock is set to Apply re-stock automatically (Return Merchandise Authorization Setup). If the Prompt for restock option is set At line level, then you are prompted to apply the restocking fee when adding the line, providing the Problem code is blank.

    The restocking fee is added to the Sales Order as a Miscellaneous restocking fee line (i.e. there will be one line for the item returned and one line for the restocking fee on the sales order).

You cannot restock an item with a part category of P - Planning Bill or G - Phantom Part (Stock Codes).
Repair

Select this if the returned item must be repaired/refurbished before being returned to stock.

This option only applies when the Work in Progress module is installed.

This creates a works order for the item to be repaired and a credit note when ending the RMA. There will be no quantity for the credit note, as the returned merchandise is repaired and not returned to stock. Once the credit note is invoiced, a credit is reflected against the customer's account.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account. The returned merchandise is added back in to inventory when the repair job is received.
Scrap

Select this if the returned item will not be returned to stock and will be written off.

This option creates a credit note when ending the RMA. There will be no quantity for the credit note as the merchandise has been scrapped. Once the credit note is invoiced, a credit is reflected against the customer's account.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then there will be an open credit on the customer's account.

[Note]

You cannot scrap a kit item if the kit type is defined as Kit type (Stock Codes).
Restock kit item

Select this if the item being returned is an assembly that will be dismantled and its components placed into stock.

For kit items with a kit type of 'S' (Sub type) or 'F' (Finished type), you can only select the parent part and not the individual components of the kit. For kit items with a kit type of 'K' (Kit type) you can select the parent part or one or more of the components of the kit. Before you can end the RMA, you must indicate the components that must be restocked. You can only exclude or change the quantity for optional components.

From the End RMA Receipt screen, you can select to maintain and print the credit note on-line. Once the credit note is printed, a credit is reflected against the customer's account and the components are returned to stock.

If the RMA was initially processed against a specific customer invoice, then the credit is applied to that invoice automatically. If the RMA was processed against a stock code, then an open credit is reflected on the customer's account.

If the RMA is processed against an existing invoice created from a sales order, then the header details of the sales order are transferred to the header details of the credit note. If you create a RMA credit note that is not based on an existing invoice, or you create a cross shipment or an exchange, then the system treats the RMA credit as a new order.
Warehouse Indicate the warehouse into which the returned merchandise will be received. If you did not specify an invoice and you are not processing a Repair, then this defaults to the receiving warehouse configured within your setup options (Return Merchandise Authorization Setup), otherwise, the warehouse held against the invoice is used.

If you selected the Repair option at the Inventory actions field, then indicate the warehouse that must be used to complete repairs to the returned merchandise.

When you create a credit note for a Kit part and specify a different receiving warehouse, the warehouse for the components on the credit note is set to the same warehouse as the Kit part.

This field is displayed only if you selected the Restock option at the Inventory actions field and you are restocking a stocked item.
Price

Indicate the price of the returned merchandise.

If you selected to process an RMA against a customer invoice, then this defaults to the price of the original invoice. Otherwise it defaults to the customer's price for that item.

A password may be required if the price entered exceeds the price on the original invoice.

See Password considerations in Notes and warnings.
Unit cost This indicates the unit cost of the item.
Original warehouse This indicates the original warehouse in which the item was stocked.

This field is displayed only if you selected Repair at the Inventory actions field.
Line discount
Option Description
Discount percentage Select this to indicate a discount percentage to apply to the order line.
Total discount value Select this to indicate a discount value to apply to the order line.
Unit discount value

Select this to subtract a discount calculated per unit of measure for the stocked or non-stocked items in the order line.
Discount percentages  
Less/Plus Indicate whether the percentages must be added to or subtracted from the order line (i.e. whether the percentages represent a surcharge or a discount).
Percentage 1 - 3 Enter up to 3 chained discount percentages to apply to the sales order line.
Discount value  
Value Indicate a discount value that must be deducted from the total order line value. This is the discount value that applies to one unit of measure as defined in the Discount uom field below.
Discount uom Indicate the unit of measure applicable to the discount value.
Order discount percentage  
Order disc Less/Plus Indicate whether the percentages must be added to or subtracted from the order total (i.e. whether the percentages represent a surcharge or a discount).
Order discount 1 - 3 Enter up to 3 chained discount percentages to apply to the sales order total.
Fix In-house

This screen is displayed if at the Action field you select: Fix in-house and you enabled the option: Create job (or Both) at the For fix in house field (Return Merchandise Authorization Setup). This only applies when the Work in Progress module is installed.

Field Description
Repair details  
Create non-stocked job

Select this to create a non-stocked job after receiving the RMA.

If you deselect this option, then the works order created will be for the stocked item, with a manual date and no material or labor.

If the option: Jobs confirmed by default is not enabled (Work in Progress Setup) then a message is displayed indicating that the job will be created as confirmed if you proceed.

Non-stocked code Indicate the non-stocked code required.
Warehouse for repairs Indicate the default warehouse to use for the repairs.
Estimated labor cost Indicates the estimated labor cost to repair the returned goods.
Estimated material cost Indicate the estimated material cost to repair the returned goods.
Save Select this to save the information you entered and to return to the previous screen.
Close Select this to ignore any information you entered and to return to the previous screen.

Stock Line Information

Column Description
Line number This indicates the line number of the RMA Issue that was received.
Qty authorized This indicates the original quantity entered at the time of capturing the RMA Issue.
Qty authorized u/m This indicates the unit of measure for the quantity in the Qty authorized field.
RMA type This indicates the type of RMA that was assigned at the time of capturing the RMA Issue.
Invoice This indicates the invoice number of the RMA Issue that you are processing.
Serial number This indicates the serial number assigned to the stock code.
Updated by Indicates the operator who last updated the RMA receipt and the date and time the RMA was last updated

Stock Code Information

The stock code information in this pane relates to the item for which you are currently processing the receipt.

Receipt Actions and Associated Effects

The following table indicates the effects of processing the various receipt actions:

Receipt Action Inventory Action Net Effect Effect on Stock Effect on Customer Job Type
Archive   RMA line closed. No further action.     Not applicable.
Credit Re-stock Credit note generated for stock item being returned (could be appended to existing credit note for other lines on the same RMA). Item is receipted back into stock at the time of invoicing the credit note. Credit note issued to customer. Credit note may or may not be linked to an invoice. Not applicable.
  Repair Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).

Job created for repair of stocked item.

 Item is added back into stock when the job is complete. Credit note issued to customer. Credit note may or may not be linked to an invoice. Stocked job with allocation and issue created for the stocked item being returned at the cost of the item.
  Scrap Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). No effect on stock, as item is scrapped. Credit note issued to customer. Credit note may or may not be linked to an invoice. Not applicable.
  Re-stock components Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA). Components are optionally receipted into stock at the time of ending the RMA (not invoicing the credit note). Credit note issued to customer. Credit note may or may not be linked to an invoice. Not applicable.
Exchange Re-stock Credit note generated for stock item being returned (could be appended to existing credit note for other lines on the same RMA).

Sales order generated for item being exchanged (could be appended).

 Item receipted back into stock at the time of invoicing the credit note.

The exchange item is issued out of stock at the time the sales order is invoiced.

 Credit note issued to customer. Credit note may or may not be linked to an invoice.

New invoice generated for exchange sales order.

 Not applicable.
  Repair Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).

Job created for repair of stocked item.

Sales order generated for item being exchanged (could be appended).

 Item is added back into stock when the job is complete.

The exchange item is issued out of stock at the time the sales order is invoiced.

 Credit note issued to customer. Credit note may or may not be linked to an invoice.

New invoice generated for exchange sales order.

 Stocked job with allocation and issue created for the stocked item being returned at the cost of the item.
  Scrap Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).

Sales order generated for item being exchanged (could be appended).

No receipt as item is scrapped.

The exchange item is issued out of stock at the time the sales order is invoiced.		 Credit note issued to customer. Credit note may or may not be linked to an invoice.

New invoice generated for exchange sales order.

 Not applicable.
  Re-stock components Credit note generated for stock item, but no quantity (could be appended to existing credit note for other lines on the same RMA).

Sales order generated for item being exchanged (could be appended).

 Components optionally receipted back into stock at the time of ending the RMA (not invoicing the credit note).

The exchange item is issued out of stock at the time the sales order is invoiced.

 Credit note issued to customer. Credit note may or may not be linked to an invoice.

New invoice generated for exchange sales order.

 Not applicable.
Fix in-house   Creates a repair job (stocked or non-stocked) and a return sales order for the item being repaired (stocked or non-stocked).

The sales order has a backorder quantity for the quantity being repaired, with a zero price, unless the RMA type is Defective - Out of Warranty, in which case the price is the estimated material and labor costs.

 For a stocked item only: the item is receipted into stock when the job is receipted and then issued out of stock to the sales order at the time the order is invoiced. If the RMA type is Defective - Out of Warranty, then the customer is charged via an invoice for the job costs. Creates stocked or non-stocked job with an allocation and issue of the item returned.

For a stocked job, the item is issued at its cost held on file.

For a non-stocked job, the item is issued at zero cost.

The Expected Material and Operations costs are updated by the Estimated labor and materials routine. No allocations.

For a non-stocked job, the Part Billing releases the sales order line from backorder into ship (qty in Part Billing) and attaches a cost of the line to the part billing cost.

For a stocked job, the Job Receipts program receipts the item into stock at the cost of the job and the backorder quantity is moved to ship on the sales order.

Preferences

You use the Preferences option from the Options menu to configure default settings that must apply when processing RMAs.

Field Description
Options Your selection against these options is checked when you end an RMA. Quantities for sales orders generated are placed on backorder accordingly.
Automatically put cross shipment order quantity into back order Select this if you want to automatically put the order quantity into back order on the sales order you create when processing a cross shipment.
Automatically put exchange order quantity into back order Select this if you want to automatically put the order quantity into back order on the sales order you create when processing an exchange on an RMA receipt.
Retain user defined field when adding lines for a single RMA

Select this to retain the user defined information you entered for the first line of the RMA for all subsequent lines added to the RMA.

When you change a user defined field for a line and save the line, the entries in those user defined fields are used for subsequent lines added.

When you maintain a previously created RMA and add a line, the contents of the user defined fields on the line last added to the RMA are used for the new line.
Save Select this to save your selections against your operator code.
Close Select this to save your selections for the current run of the program only and to return to the previous screen.

Notes and warnings

Restrictions and limits

  • Reserving stock is currently not supported in RMA.

  • You can only issue a kit item if you selected the setup option: Single level Bill of Materials required (Sales Orders Setup).

  • You can only maintain RMAs for salespersons to whom you have been granted access (Operators).

  • When processing a credit note attached to an invoice, comment lines not attached to an invoice line are not written to the credit note.

Comment lines

  • When creating a credit note (either receipting a line for credit or for exchange) the following comment lines can be inserted and printed on the RMA:

    • Sales order invoice comments

    • Dispatch note and consolidated comments

    • Sales order additional comments

    • Sales order dangerous goods comments

    If the line is added from the invoice (i.e. the credit note is linked to an invoice) then the original comment lines are taken from the actual invoice.

    The setup options that affect comment line insertion are Auto insert sales order additional text and Auto insert dangerous goods text (Sales Orders Setup).

    The inventory actions applied to the RMA have no effect on the outcome.

Command line parameter considerations

  • When passing linkage parameters for a customer and a service ticket number:

    • if the string begins with the prefix "CUS=" then this is treated as a customer number up to 15 characters long. The number must start at position 5 of the string.

    • there can be 1 or 2 spaces after the customer number, followed by the prefix "SRV:" and then the service ticket number.

      If there is no "SRV:" the next string will be treated as the header user defined field.

      The service ticket number must start at position 5 of the string and can only be 20 characters long.

    • both these strings are treated as one string each.

      There can only be spaces behind the customer number and at the start of the SRV/user defined tag.

Original Quantity Received for Lots

The OrigQtyReceived column in the LotDetail table is used as a control when receiving in lot traceable items to ensure that you cannot credit or return more than originally received when, for example, processing a credit note in Sales Order Entry or processing a negative material issue using the WIP Job Issues program.

When the quantity being credited exceeds the quantity in the OrigQtyReceived column, you will be unable to process the credit transaction, irrespective of the Quantity available or the Quantity on hand for the lot.

The OrigQtyReceived column should only be updated when receiving in stock using from an Inventory receipt, a Job receipt or a Purchase order receipt. However, it can be manually updated when adding a new lot using the Lot Maintenance program by entering a positive quantity in the Original qty received field. It can also be updated by enabling the Update original quantity received option when processing adjustments using the Stock Take Confirmation program or the Inventory Movements program.

It is important to note the following when processing adjustments for lot traceable items using either the Inventory Movements or Stock Take Confirmation program:

  • If you do not enable the Update original quantity received option, then you may not be able to process credit notes or negative material issues at a later stage, as the OrigQtyReceived will be insufficient to do so.

  • The option to update the original quantity received was only introduced into the Inventory Movements and Stock Take Confirmation programs in SYSPRO 7 Update 1, so adjustments processed prior to this will not be included in the OrigQtyReceived.

  • The Update original quantity received option must be consistently applied when processing adjustments in these programs. You should not sometimes enable the option and sometimes not enable it, especially when processing negative adjustments, as this can result in inconsistent results in the OrigQtyReceived column, which could lead to problems when you try to return an item to the lot.

    Note that the Update original quantity received option is disabled by default.

  • It is possible for the original quantity received column in the LotDetail table to contain a zero or even a negative quantity when you do not consistently enable the Update original quantity received option.

    For example:

    The following steps will result in a negative value in the OrigQtyReceived column of the LotDetail table:

    1. Using the Lot Maintenance program, you add a new lot and you leave the Original qty received field as zero.

    2. Using the Inventory Movements program, you process a positive Adjustment for a lot traceable item using this new lot and you do not enable the Update original quantity received option.

    3. Using the Inventory Movements program, you process a negative Adjustment for the same lot traceable item and lot number, but this time you enable the Update original quantity received option.

Activity considerations

Operator access to the following activities within this program can be restricted. You configure this using the Operators program.

Activity Description
RMA Cancellation Controls whether an operator can cancel an RMA using the RMA Issues and Receipts program.
RMA Receipt - archive allowed Controls whether an operator can archive an RMA line using the RMA Issues and Receipts program.
RMA Receipt - credit allowed Controls whether an operator can issue a credit note using the RMA Issues and Receipts program.
RMA Receipt - exchange allowed Controls whether an operator can select the Exchange option from the RMA Issues and Receipts program to issue a credit note and a sales order.
RMA Receipt - fix in-house allowed Controls whether an operator can select the Fix in-house option from the RMA Issues and Receipts program to indicate that the product is being repaired.
RMA Receipt - inspect allowed Controls whether an operator can select the Inspect option from the RMA Issues and Receipts program to indicate that the product is being inspected.
RMA Allow creation of stocked job Controls whether an operator can create a stocked job using the RMA Issues and Receipts program. This applies when the Action is either Fix in-house, or Exchange followed by Repair.

Password considerations

Password access to the following functions in this program may be defined in the Password Definition program. When defined, the password must be entered before you can access the function.

Field Description
SO RMA Allow credit in excess of original invoice This password restricts access to increasing the value of a credit note, created in the RMA Issues and Receipts program.

For example: The original invoice value was 1000. The customer paid 700 off this invoice, leaving a balance of 300. If you try to raise a credit note (linked to this invoice) for more than 300, then this password is requested.