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[Robert Harriman]

Hello All,

There are times where we would like to issue a customer with a replacement product, before their returning merchandise comes back to us however, this is causing a few headaches on how it should be done smoothly.
We currently have 2 options on the table. I would really appreciate it if you could share your process feedback if you have similar situations. 

Option #1 Create an RMA/exchange and disposition the return order as no return, knowing full well that a product will be returning. This will invoice the return order and allow the replacement order to ship immediately.  

Option #2 Create an RMA/exchange, then manually clear the hold from the replacement order, before the returning product comes back, allowing the replacement to ship immediately.

I don’t like option 1, no product return should mean no products are returning, not only that but we have to do some product adjustments in the system when they do come back.

Option 2 leaves the potential for open return orders to build up over time when products don’t come back. 

I want to let the system do as much of the leg work without having to baby anything. Any feedback is much appreciated. 

Thanks .. Rob

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Rob Harriman
Eastwood
Pottstown PA
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[Guy Terry]

Hi Rob,

Could you just sell them the replacement item, and treat the return order as a separate thing? If the item is not returned, you have the option to raise a credit if you want.

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Guy Terry
Application Consultant
ibrl
United Kingdom
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[Robert Harriman]

I think that’s a good option but not sure it would be favorable from the customers perspective.

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Rob Harriman
Eastwood
Pottstown PA
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[Amy Axness]

We handle these like Guy suggested.  Enter a new sales order for the replacement part and charge the customer.  We let them know as soon as we receive the return, their account will be credited to offset the charge.  Our customers seem fine with it.  This also helps ensure we receive the items back.

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Amy Axness
Controller
J&D Manufacturing
Eau Claire WI
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[Christine Speedy]

I agree with Guy and Amy. Having done it different ways over the years with different companies, issuing an invoice seems to work best.

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Christine Speedy
CenPOS
Miami FL
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[Barb Guth]

We use Option 2 thru a sales order.  We invoice the customer for the full price of the replacement product and an exchange fee.  We put notes on the order and tell the customer that as soon as they return the original part they will get a credit for the price of the replacement.  If we do not receive the original product back then AR is trying to collect on the outstanding invoice as well as the order entry clerk is tracking their outstanding order.  Having an outstanding invoice due seems to be a good incentive to get the original sent back.

 

Hope this helps.

Barb

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——Original Message——

Hello All,

There are times where we would like to issue a customer with a replacement product, before their returning merchandise comes back to us however, this is causing a few headaches on how it should be done smoothly.
We currently have 2 options on the table. I would really appreciate it if you could share your process feedback if you have similar situations. 

Option #1 Create an RMA/exchange and disposition the return order as no return, knowing full well that a product will be returning. This will invoice the return order and allow the replacement order to ship immediately.  

Option #2 Create an RMA/exchange, then manually clear the hold from the replacement order, before the returning product comes back, allowing the replacement to ship immediately.

I don’t like option 1, no product return should mean no products are returning, not only that but we have to do some product adjustments in the system when they do come back.

Option 2 leaves the potential for open return orders to build up over time when products don’t come back. 

I want to let the system do as much of the leg work without having to baby anything. Any feedback is much appreciated. 

Thanks .. Rob

——————————
Rob Harriman
Eastwood
Pottstown PA
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[Robert Harriman]

Thank you all so much for the time and feedback.

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Rob Harriman
Eastwood
Pottstown PA
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