Eclipse Standard Operating Procedures - Release 8
Returns
These documented procedures were designed based settings described in the Suggested Maintenance section.
Revised 4/14/03 Intuit® EclipseTM, among others, are registered trademarks and/or registered service marks of Intuit Inc. in the United States and other countries. Other parties' trademarks or service marks are the property of their respective owners and should be treated as such.
Suggested Maintenance Settings
ECLIPSE STANDARD OPERATING PROCEDURES
CATEGORY: Returns – Rel 8 TOPIC: Suggested Maintenance Settings REVISION: Revision 2 4/14/03 SUGGESTED MAINTENANCE SETTING: • Default Return Goods Quantity Type = blank • Valid Reason For Return Codes set up:
o New & Unused o Vendor Return-Credit o Vendor Return-Hold o Defective o Warranty
• Append Return Comments to Product Description = Y • Append Return Comments to Return Goods Queue and Return Goods PO = Y • Display Inventory History if No Order # Entered for Returned Item = Y • Require Reason for Return Code = Y • Display P/O Internal Notes in A/P Entry = Y • Create User Defined Screen for required vendor warranty information and assign this screen
in buyline maintenance under the Addl and then Warranty hotkey. • Enter vendor return policy in buyline maintenance. If warranty screen is required, be sure to
include this in the vendor return policy. • Set up Misc Charge item for Restocking Fee. • Assign the Restocking Fee item to the control file titled “Restocking Charge Item”. • Set up Vendor Standard Internal Notes for A/P to wait for the vendor credit instead of
automatically applying the credit. • Set up Return ship via that does have statuses assigned. This way confirming will not be
required in the Warehouse Picking Confirmation Queue when utilizing the pick and ship process.
• Assign the Handling field on the Totals screen of purchase orders to post to Restocking fees. • Disable Phantom Processing for Credit Sales Orders = Y.
Returns Suggested Maintenance Settings - Rel 8.doc
Returns
COUNTER RETURNS - Rel 8Customer wants to
return material
Is item beingreturned to
sellable stock?
Enter negative quantityand product description
on a new sales order
Change shipping statusto Pick Up Now andselect appropriatereturn ship via soconfirming is not
required
Yes
Give copy of return pickticket to customer
Return material toappropriate bin location
immediately
Put ticket in tray forbilling
Select the appropriatereason code Example: New & Unused
Enter appropriatereturn comments
Examples:If the item is defective, explainwhat is wrong with it.Explain if wrong item wasshipped.
Enter original salesorder number or
access the HistoryLedger hotkey to select
original sales order
Selecting the original sales order willautomatically pull the original selling
price and cost onto the return.
Enter negative quantity andproduct description on a
new sales order
At return type prompt,select R for Review
Select the appropriatereason code to define the
product status
Enter appropriate returncomments
Enter original sales ordernumber or access the
History Ledger hotkey toselect original sales order
R - Review: Item to be reviewedfor disposition.
Selecting the original sales orderwill automatically pull the originalselling price and cost onto the
return.
Changing shipping statuson Status screen to Callwhen Complete and the
ship via to Pick Up
Print returnacknowledgment
Put copy of returnpaperwork in return goodstray and material in return
goods area
See "Return Goods QueueProcessing" Flowchart for
completion of process
If necessary, write location onreturn paperwork
Enter the appropriateinformation on the header,
such as "Return" or theoriginal PO in the PO #
field
Enter the appropriateinformation on theheader, such as
"Return" or the originalPO in the PO # field
NOTE: If you are enteringmultiple items on the same
return, all sellable stock itemsshould be grouped together onone gen and all other items on
a separate gen.
At return type prompt,select S for Stock
No orDon't Know
S - Stock: Material is in sellablecondition and is going back into stock
Enter the appropriate % forthe Restocking Price Fee
Enter the appropriate %for the Restocking
Price Fee
Using EPad? Manually pull up EPadto obtain signature
This ship via does not havestatuses set up for the WarehousePicking Confirmation Queue whenutilizing the pick and ship process.
No
Yes
Examples:New & Unused (Think it is stock)Vendor Return-Credit (Think itis nonstock and returning tovendor, give credit to customer)Vendor Return-Hold (Think it isnonstock and returning to vendor,wait to give customer credit untilvendor credit is received.)Defective (Broken)Warranty (Broken and paperworkis required)
Revision 13/25/03
NON-COUNTER RETURNS - Rel 8Enter negative quantity and product
description on a new sales order
How is material beingreturned?
Change ship date to date materialshould be picked up and change
Ship Via to OT - Our Truck
Return acknowledgement will printautomatically based on Ship On
date
Put return sales order on manifest
Driver picks up the returnmerchandise
Close manifest
Put copy of return paperwork inreturn goods tray and material in
return goods area
See Return Goods QueueProcessing Flowchart for
completion of process
Fax copy ofreturn
acknowledgmentto customer to be
used as apacking slip
Materialreceivedback viacarrier
Our Truck
CustomerShip
ChangeShip Via toreflect howmaterial is
beingreturned
Revision 13/25/03
Enter the appropriate information onthe header, such as "Return" or the
original PO in the PO # field andshipping instructions on how the
material is being returned
Attach comment on manifestabout material being picked up.
At return type prompt, select R forReview
Enter original sales order number oraccess the History Ledger hotkey to
select original sales order
R - Review: Item to be reviewedfor disposition.
Selecting the original sales orderwill automatically pull the originalselling price and cost onto the
return.
Examples:If the item is defective, explainwhat is wrong with it.Explain if wrong item wasshipped.
Select the appropriate reason codeto define the product status
Enter appropriate return comments
Enter the appropriate % for theRestocking Price Fee
Changing shipping status on theStatus screen to Ship when
Specified
Changingshippingstatus on
Statusscreen toCall whenComplete
Confirm printing in WarehousePicking Confirmation Queue
Change status of return order toCall when Complete
Examples:New & Unused (Think it is stock)Vendor Return-Credit (Think itis nonstock and returning tovendor, give credit to customer)Vendor Return-Hold (Think it isnonstock and returning to vendor,wait to give customer credit untilvendor credit is received.)Defective (Broken)Warranty (Broken and paperworkis required)
RETURN GOODS QUEUE PROCESSING
Retrieve return goodspaperwork from tray
Review comments for anynote of defect or damaged
material
Inspect material for signs ofdamage
Should item bereturned to stock,
returned to vendor oradjusted off?
Change the type from R toS in the scheduling screen
of each item going intostock
Make sure appropriaterestocking charges are
entered
Change shipping status toInvoice and Prt to P
Put stock away immediatelyTo identify bin location either print a
PO Receiver for the return salesorder or look it up on the system
See "ReturnGoods QueueAdjustments"
Flowchart
Give immediatecredit to
customer orwait for vendor
credit?
See "Return toVendor - Waituntil Vendor
Credit isReceived to
Give CustomerCredit"
Flowchart
See "Return toVendor - Give
ImmediateCredit to
Customer"Flowchart
Stock
VendorWait
Immediate
Adjust
Revision 112/26/02
Continued from "CounterReturns" and "Non-Counter
Returns" flowcharts
Should customerstill receive credit?
Changetype from
R to S
Add sameitem as apositive
amount onthe return
order
Invoice boththe positiveamount and
negativeamount on thesame gen andchange the Prt
flag to N
Use the reprintopt to print a
pick ticket andship materialback to thecustomer
Process invoice andchange Prt to P
Adjust item off ReturnGoods Queue
Yes
No
Make sure appropriaterestocking charges are
entered
Make sure thesell price of thepositive item isthe same asthe negative
item
Check totalsscreen to
verify the netamount is
$0.00
Customerwant
materialback?
Yes
Add item toinventory at areduced valueor strip parts toadd to stock?
No
Scrap item
Adjust item inand edit cost toreduced valueif necessary
Adjust item intoa new product
descriptionindicating
"reduced" or"damaged"
No
Yes
Continued from "ReturnGoods Processing"
flowchart
RETURN GOODS QUEUE - ADJUSTMENTS
Revision 112/26/02
RETURN TO VENDORGive Immediate Credit to Customer
Access return sales order in editmode from the return goods queue
Verify appropriate restockingcharges are entered
Changing shipping status to Invoiceand Prt to P
Create or add to exiting negative POfrom return goods queue and enterPENDING RETURN in the Order
ID on the header
Call vendor for RGA
When vendor gives an returnauthorization, enter the RGA in theOrder ID field on the header of the
return PO
Enter required return information inshipping instructions or as a
comment on the body of the returnPO
Select standard internal notes for A/P to wait for the vendor credit
(instead of automatically applyingthe credit)
Vendor instructed to returnmaterial or scrap when
obtaining RGA?
Enter note on POabout material being
scrapped
Change status onPO to Received
Print return PO acknowledgment touse as a packing slip
Scrap
Return
Change Order ID on theheader of the return PO to
RGA PENDINGReceive RGA immediately?
Yes
No
Revision 12/17/03
When material is shipped to thevendor, enter internal notes on PO
header with date material shipped &tracking number
Change status on PO to Received
NOTE: Run the Open PO report byORDER ID on a weekly basis to make sure
there are no old return POs still open.
Pull up item(s) in Return GoodsQueue.Enter vendor in Return To Field foreach item being returned.Press <Alt C> to create return POwhen cursor is on the line with thevendor filled in or press <Alt A> to addto an existing return PO.
NOTE: Do not group together on the same returnorder items where we can give immediate credit to
customer with items where the vendor credit needs tobe received before giving the customer credit.
May accumulate over time andcall for a group of items.
Continued from Return GoodsQueue processing flowchart
Enter restocking fee if applicable inthe handling field on the totals
screen of the PO
RETURN TO VENDORWait until vendor credit is
received to give customer credit
Access return sales order in edit modefrom the Return Goods Queue andchange the shipping status to Direct
If all items on return sales order are going backto the same vendor, change the shippingstatus to Direct.If only one item on return sales order is goingback to vendor, go into the scheduling screenand change the status to direct.
When vendor gives return authorization,enter the RGA in the Order ID field on
the header of the PO generation
Change the ship date on statusscreen to the anticipated credit
date from the vendor
Print return POacknowledgment from PO
generation to use as a packingslip
When material is shipped tothe vendor, enter internal notes
on PO header with datematerial shipped & trackingnumber or method of return
Enter PENDING RETURN in the OrderID field on the header of the PO
generation
When ready to return material, callvendor for RGA
Receive RGA immediately?Change Order ID onthe header to RGA
PENDING
Enter restocking fee if applicable in thehandling field on the totals screen of the
PO
No
Yes
Continued from Return Goods Queueprocessing flowchart
Is item(s) on individual salesorder being returned or are
multiple returns being groupedtogether?
Create ReturnPO
Always select AddTo PO before
creating a new one tosee if there is anexisting pending
return to the vendor
Enter PENDINGRETURN in theOrder ID field on
the header
Access returnitems in the return
goods queue
Enter the vendor inthe Return To fieldfor each item being
returned
Group
Individual
If vendor inspecting material on-site, print POacknowledgment for them to review the return merchandise
See AP Processing Creditflowcharts for completion of
credit
Revision 12/17/03
NOTE: Run the Open PO report byORDER ID on a weekly basis to make
sure there are no old return POs still open.
Being returned on a direct?
No
Yes
Vendor guarantee credit whengiving RGA for return PO?
Invoice return sales orders
Print return PO acknowledgment fromPO generation to use as a packing slip
When material is shipped to thevendor, enter internal notes on PO
header with date material shipped &tracking number or method of return
See AP Processing Credit flowchartsfor completion of credit
No
Yes
Change status on return PO to received
A/P PROCESSING CREDITPO Return
Pull up vendor in A/P Entry.Enter credit amount in the
invoice amt field with along withall other relevant information
Does return PO appear inAP Entry?
Does costmatch?
Apply credit to PO
Yes No
Yes
No
Send a job queue to designatedreturn goods associate
Include the following information:Amount of credit received from the vendor (i.e.full credit, partial credit or no credit amount.)Restocking fee charged by the vendor
Receive job queue response forReturn Goods Associate that
return PO has been corrected ifnecessary and received
Revision 12/17/03
APapplies
thecredit to
PO
Apply credit to return PO
Designated Return GoodsAssociate receives job queuefrom AP about credit received
Give full, partial or nocredit to customer?
Enter restock charge on returnsales order as a misc charge
item if applicable
Go to status screen and changestatus to Invoice and Prt to P
FullPartial
None
Zero sellprice and
cost onsales order
Go tostatus
screen andchangestatus to
Invoice andPrt to N
Fax tocustomer ifnecessary
Correct restocking fee in thehandling field on the totals
screen of the PO if necessary
Receive items you are receivingcredit for on return PO
Append job queue to AP sothey can apply the credit
Job queuedesignated
return goodsassociate
aboutdifference incredit amount
Return GoodsAssociatesends job
queueresponse to APassociate with
okay toprocess credit
Include the following information:Amount of credit received from the vendorRestocking fee charged by the vendor
Escape outleaving
payable inun-
approvedstatus
ReturnsGoods
Associateedits vendorrestocking
fee on totalsscreen of POif necessary
Attachcomment
about creditbeing
rejected bythe vendor
Change coston PO to
$0.00
A/P PROCESSING CREDITDirect Return PO
Pull up vendor in A/PEntry. Enter credit amountin the invoice amt field withalong with all other relevant
information
Receive full credit,partial credit or no
credit?
Access the edithotkey and
change the Prtflag on theorder to P
Job queuedesignated
returngoods
associateabout
differencein creditamount
Return GoodsAssociatesends job
queueresponse to APassociate with
okay toprocess direct
credit
Still giving customercredit?
Delete item off direct
Add comment line aboutnot giving credit because
credit was not given by thevendor
Process invoice andchange Prt to N
Fax to customer ifnecessary
Enter $0.00invoice
Post difference toCOGS / Expense
Process invoiceand change Prt to
N
Full
Partial
None
Yes
No
Include the following information:Amount of credit receivedfrom the vendorRestocking fee charged bythe vendor
Job queue designatedreturn goods associate to
see if customer will receivecredit even though no creditwas received from vendor
Receive job queueresponse
Escapeout
leavingpayablein un-
approved status
Revision 13/25/03
Select direct return PO &answer Y to invoice the
customer
AP verifiesorder is now
approved andchanges thePrt flag on
the order to P
Returns GoodsAssociate edits
vendor restockingfee on totals screenof PO & customerrestocking fee asmisc charge itemon body of order
WARRANTY REPLACEMENTS - Rel 8
Revision 112/31/02
Customer is returning defective materialfor a warranty replacement
Explain what is wrong with the item.
Enter negative quantity and productdescription on a new sales order
Enter appropriate return comments
In the header, enter the appropriateinformation, such as "Warranty" or the
original PO in the PO # field
If warranty information is required by thevendor, select the warranty hotkey and
enter the required information
At return type prompt, select R forReview
Enter original sales order number orpress access History Ledger hotkey to
select original sales order
R - Review: Item to be reviewedfor disposition.
Selecting the original sales order willautomatically pull the original selling
price and cost onto the return.
Select the appropriate reason code todefine the product status
Warranty (broken and paperwork isrequired)
Enter positive amount for thereplacement item
Skip this step if the customerdoes not want a replacement.Customer may have alreadypurchased replacement priorto returning defective item.
Go to the status screen
Continued on page 2
Page 1 of 2
Enter the appopriate % for theRestocking Price Fee if necessary
Change positivegen to appropriate
shipping status andship via
Print returnacknowledgment
If necessary, writelocation on return
paperwork
Continued from Page 1
Make sure thepositive and
negative quantitiesare on two separate
generations
How is material beingreturned?
Change shipping status on the negativegen. to Ship when Specified, changeship date to date material should be
picked up and change Ship Via to OT -Our Truck
Return acknowledgement will printautomatically based on Ship On date
Put return sales order on manifest
Driver picks up the return merchandise
Close manifest
Put copy of return paperwork in returngood tray & material in return good area
See Return Goods Queue ProcessingFlowchart for completion of process
Fax copy ofreturn
acknowledgmentto customer tobe used as apacking slip
Materialreceivedback viacarrier
Our Truck
Customer
Attach comment onmanifest aboutmaterial being
picked up.
Returningat counter
orshipping?
Counter
Ship
WARRANTY REPLACEMENTS - Rel 8Page 2 of 2
Revision 112/31/02
Was a positive amount enteredfor a replacement?
No
Yes
Change shippingstatus on the
negative gen. toCall when
Complete andselect the
appropriate shipvia to reflect howthe defective itemis being returned
Confirm printing in Warehouse PickingConfirmation Queue
Change status of return order to Callwhen Complete