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

• Navigator
  • Select CBS Menu
  • Select “Sales Order”
  • Select “Credit / Debit Entry”

• Select RMA – Credit & Return

• Click

• Enter the Following Information:
  • Branch Plant (1 defaults, change BP to 2 for most items, promo dis, tax,etc)
  • Customer Number (located on original invoice)
  • Ship To Number (located on original invoice)
  • Claim/PO Number (located on original invoice)

• Enter The Following On Grid:
  • Last Disposition (CRR For Credit with Return)
  • Original Sales Order Number
  • Original SO Type
  • Original Invoice Number
  • Original Invoice Type
  • RMA Item Number (Item being returned)
  • RMA Quantity
  • Return Reason Code
  • Use Original Price (Enter 1)
  • Tab off line
  • Copy or Write Down RMA Number

• Click

• Paste or Enter RMA Number

• Remove Branch/Plant

• Click

• Click Row
  • Select “Sales Order”
  • Select “SO Entry”

• On Manage Existing Order Screen
  • Open Replacement Order
  • Enter “Ordered By” Name
  • Click “Customer Info Is OK”
  • Adjust quantity if necessary

• Add Detail Attachment (1^st Line only):
  • Click on
  • Key RETURN in “Template Name” field
  • Click
  • Click

• Fill in information. See example below:
  • INV# (Enter original Invoice Number )
  • PO# (Enter original PO# )
  • On New Line - Key 3 letter code here (i.e. DFT)
  • On New Line - Key any explanation here (Keep it short and to the point)
  • ORD# (Add original order number)

• Click

• Click
  • In Print Message Field – Enter Reason Code (i.e. DFT) – This will default to all the lines
  • In 1^st Shipping Instructions field - 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
• - 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:

1. a credit against an open account
2. a gift certificate for future purchase
3. a refund check issue to the customer

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