Returning and Replacing Fulfillable Items

To return and replace fulfillable items:

1. In the associated sales order, click Authorize Return.

   This opens the return authorization record to let you facilitate the return.

2. Do the following in the return authorization record:

   1. Fill out the necessary fields.

      For more information about the return authorization form, see Return Authorization (RMA) Forms.

   2. Click Save.

   3. Click Approve Return to approve the return of the item.

   4. When the item has been return, click Receive.

      This opens the item receipt record.

3. Do the following in the item receipt record to indicate the item has been received back:

   1. In the additional item information field that is tagged as a field identifier, enter the unique information for the item being returned. For example, if additional item information field tagged as a field identifier is the serial number, enter the serial number of the item being returned.

      The additional item information that you enter for the field identifier must of the same quantity as the items being returned.

      (Optional) You can also enter other additional item information for the item being returned, such the product key, color, or brand.

   2. Click Save.

      This action deletes the fulfillable item in the related subscription to mark that the item has been returned and not anymore included in the subscription. The returned item is recognized through the field identifier additional item information entered for it.

      If the quantity of the returned items received is 50 or more, a map/reduce script processes the additional item information entered and deletes the items that match the additional item information entered from the associated subscription. The subscription record may not be up to date until the deletion is finished. See the Processing Status field in the item receipt record to check the status of item information update in the subscription record.

   3. Click OK to confirm.

      Note:

      If you do not perform the steps in the item receipt record to indicate that the returned item has been received back, you must manually update the subscription and delete the items that have been returned.

4. In the associated return authorization form, click Create Replacement Sales Order.

   The Create Replacement Sales Order button is only available when an item receipt record has been created.

   Clicking the Create Replacement Sales Order button creates a sales order to replace the defective or faulty items that have been returned.

   The sales order is populated with the item details from the return authorization form, except for the additional item information entered for the fulfillable items.

5. In the replacement sales order, enter new information for the items as necessary, and click Save.

6. In the replacement sales order, click Fulfill.

7. In the item fulfillment record, do the following steps:

   1. In the Status field, select Shipped.

      The additional item information that you enter in the item fulfillment record only reflects in the subscription record when the status of the items are set to Shipped in the item fulfillment record.

   2. Enter additional item information.

      For more information, see Entering Additional Item Information in an Item Fulfillment Record.

      Note:

      The additional item information field that you previously tagged as a field identifier is still carried over in this item fulfillment record and must contain unique values.

8. Click Save.

   The associated subscription is updated accordingly. The subscription initially reflected the returned fulfillable item and now includes the replacement fulfillable item.

   Note:

   If you delete an item fulfillment or item receipt record for items that have been marked as shipped to customers the additional item information entered for fulfillable items are not deleted or updated in the related subscription.

   If you want to reuse the additional item information entered for items with deleted item fulfillment or item receipt record, you can manually remove the additional item information in the related subscription record. To do this, edit the subscription line and then delete the additional item information for the fulfillable items.

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