A Customer may return an incorrect Item or an Item that needs to be repaired. When this happens, we need to create a Work Order with an RMA Line Item.
- Open the Call record, then click Edit icon
- Go to the Parts tab
- Select filter criteria, then click the Find Product button. Notice the Master Part Number results display in the Parts grid
- Select the row in the Parts grid.
- Click the ADD icon in the Parts grid
- Notice an additional row for the RMA part now appears in the Line Items grid
- In the Quantity field, a negative value will appear to represent the Quantity to be returned. Note: if a repair charge will be charged to the Customer, a separate Line Item must be added to the Work Order.
- For column details that are editable, edit the cell value as needed, including the Unit Price and Description columns
- Repeat steps 2 and 3 as required
- Click the Save icon. The RMA Order# is now pre-filled for the RMA Parts you just added
- See the Call > Parts tab > Line Items grid or Call > WO/Invoice tab > Work Orders grid
- Notice the Work Order is automatically set to APPROVED status, ready for RMA Part to be received by Warehouse team in RMA Q
- Optionally, you can enter internal notes on the RMA Order, visible for Warehouse team
- Open the RMA Order from the Call > WO/Invoice tab > Work Orders grid
- Go to Order > Notes/Comments, then click Add Notes icon and enter text details in the pop up form