*****Verify in JDE that a replacement/credit has not already been processed *****

• Click Navigator -  
  • Select CBS Menu
  • Select “Sales Order”
  • Select “Credit / Debit Entry”
• Click RMA – Credit Only
• Click
• Click
  • Select
• Enter original sales order number, Click
• Highlight Lines to be Credited (Select only the parent line)
  • Separate credits must be processed for each invoice and/or reason code
• Click  / Select  / Select  / Click
• Add reason code in Returned Reason field
  • Change RMA Quantity if necessary
  • Copy or write down RMA number
• Click
• Paste or enter RMA number / click
• Click  / Select  / Select

• On Manage Existing Order Screen
  • Double click Order Number link to open order
  • Enter “Ordered By” Name
  • Click “Customer Info Is OK”
  • Reduce quantity if necessary
  • Double check the extended price against the original invoice.
  • Extended price should be negative for all lines except promo codes
  • If restocking fee applies, calculate 25% reduction of unit price and manually enter that price into unit price field.
• Add detail attachment (1^st line only):
  • Click on
  • Key in CREDIT in Template Name field
  • Click
  • Click

• Fill in information. See example below:
  • INV# (Add original invoice number here)
  • PO# (Add original PO number here)
  • Key 3 letter reason code here i.e. DOA)
  • Key brief explanation here
  • ORD# (Add original order number here)

• Click  
• Click
  • In Print Message Box – Enter code (i.e. DOA) – This will default to all lines
  • In 1^st box of shipping instructions enter original invoice number

• Click
• If crediting to an ACCOUNT:
  • Verify button selected (should default if original order was on account)
  • Click
  • Inform customer of credit order number (CN)
• If crediting to a CREDIT CARD:
  • Verify button selected (should default if original order was on credit card)
  • Customer credit card from original transaction should default, if not Click
  • Select the card used on the ORIGINAL order and click
  • Click
  • Inform customer of credit order number (CN)

• Click
• Enter reason code
• Click

Credit Card Refund Policy

• Refunds against credit card purchases are to be made to the card used for the original purchase.
• Alternatives should only be offered after attempting to credit the original card.
• In other words, the customer cannot choose to direct the refund to anything other than the original card except in cases where the original card is no longer valid.
• This is for the protection of our customers and their employers.
• In the event that the original card is no longer valid, the following options exist:
  
  • a credit against an open account
  • a gift certificate for future purchase
  • a refund check issue to the customer

• We will NOT process a refund against a NEW credit card that we’ve never charged!