Returntrak Setup

Before a seller can create RMA’s (returns) in ReturnTrak, you'll need to set up ReturnTrak settings. Only a user with Administrator access can setup the ReturnTrak setting.

 

Getting to ReturnTrak Settings

  1. Click on Services

  2. From Services, select Administration Tasks

  3. On the left side of the screen select ReturnTrak settings

First, describe the different sections that will need to be set up. 

  1. RMA Types & Dispositions

  2. Each “T” code signifies and action the ReturnTrak system will take or expects.

    • Each “T” code give a brief explanation on what the action will be

Arrows also help to determine what is expected.

  1. Red arrow down means we expect the product to be returned

  2. Blue arrow up means ReturnTrak will create an order to ship product out

  3. Red arrow down and a blue arrow up means we expect the product to be returned and ReturnTrak will create an order to ship the product out.

  4.  

The EDIT button allows you to remove or add the code to ReturnTrak and/or change the default description. The action arrows cannot be changed. 

  1. Uncheck Display if they don’t want to use the code they are edition

  2. Click in the title box to change the description

  3. Click on save changes once complete.

  4.  

T Code Descriptions

  • T01 – Replace upon Receipt. Once we received the RMA into our system, ReturnTrak will create the replacement order.

  • T02- Replace Now –No Return. ReturnTrak will create a Replacement order as soon as the RMA is created and no RMA will be expected to be received in. The RMA will be closed out as soon as the replacement order is created

  • T03- Replace Now-With Return - ReturnTrak will create a Replacement order as soon as the RMA is created and an RMA will be expected to be received in. The RMA will close as soon as the RMA is received into our system.

  • T11 – Refund Upon Receipt – There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do refunds. The Instructions are for the customer if they have a refund department.

  • T12 – Refund Now – No Return. There is no action ReturnTrak will do. No Return is expected. The RMA will close out as soon as the RMA is submitted. The Instructions are for you if you have a refund department.

  • T13 – Refund Now – With Return. There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do refunds. The Instructions are for you if you have a refund department.

  • T21 – Gift Voucher Upon Receipt - There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do Gift Vouchers. The Instructions are for you.

  • T22 – Gift Voucher now – No Return - There is no action ReturnTrak will do. No Return is expected. The RMA will close out as soon as the RMA is submitted. The instructions are for the you.

  • T23 – Gift Voucher now –With Return - There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do Gift Vouchers. The instructions are for you.

  • T24 – Gift Card Upon Receipt - There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do Gift Cards. The instructions are for you.

  • T25 – Gift Card – No Return - There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do Gift Cards. The instructions are for you.

  • T26 – Gift Card – With Return - There is no action ReturnTrak will do when the RMA is received into the system since DCL does not do Gift Cards. The instructions are for you.

  • T31 – Upgrade upon Receipt - Once we received the RMA into our system, ReturnTrak will create the replacement order. This is the same as T01

  • T32 – Upgrade Now – No Return - ReturnTrak will create a Replacement order as soon as the RMA is created and no RMA will be expected to be received in. The RMA will be closed out as soon as the replacement order is created. This is the same as T02

  • T33 –Upgrade Now –With Return - ReturnTrak will create a Replacement order as soon as the RMA is created and an RMA will be expected to be received in. The RMA will close as soon as the RMA is received into our system. This is the same as T03.

  • T81 – Return For Repair - Nothing to be received or action from ReturnTrak. 

  • T99- Review - Nothing to be received or action from ReturnTrak. 

  • Disposition Codes - These are general statements on what to do with the RMA once received. DCL will not do any automatic dispositions of the RMA without customer approval. Each code is customizable and changeable.

Custom Fields

Customs fields allow you to require different fields for sorting through RMA when the RMA is created. For example, if you want RMA agents to list a place of purchase when creating the RMA.

The main screen shows what is set up currently:

  • Title – Is what you named the custom field

  • Type – Is the custom field set up as a list or text entry

  • List view

  • Text fill view

  • Required – Will have Y is the field is set up to be required

  • Actions – You can edit the field

Click on the Edit button to enable or disable the function.

  • Title – Name the custom field

  • Display – Add check mark if you want your current file to show up on the RMA creation screen

  • Required – Add check mark if you want this field to be a required field

  • Text – Choose this if you want this field to be a write-in text field.

  • Selection - Choose this if you want the selection to be a drop-down in the RMA creation screen. You will then need to list the choices.

Shipping

In this section you will set up the default shipping methods for the replacement orders that ReturnTrak will create.

Shipping Domestic

  1. Shipping Carrier – You can choose the default shipping carrier like UPS, USPS, FedEx, etc. Click on the dropdown.

  2. Ship Service – You can choose the service level. Like Ground, Next Day, Two Day, Etc.

    • Please note that a shipping service without “RES” or “Residential” is a commercial service. If the address you are shipping to is a residential address, you will incur a Residential surcharge as an added on a charge. Added on charges do not have the discount associated with the contract. You should set up the service with a residential service type to get the best pricing if most of the RMA replacements will be shipped to a residential address.

  3. Freight Account – You will choose the default ship account. Usually, it should be 00500.

    • 00500 – DCL pays freight and then rebills you

    • OUR – This is only available if you have been previously set up as a shipper in the DCL system. You will be assigned a special number that will show up on the dropdown. The freight charges, in this case, will be charged against your carrier freight account

    • 3Rd party – This is when the freight charges are not DCL or the recipient. If this is chosen, then the consignee number field needs a freight account number in it to charge against

    • Collect – Choose this if the recipient is paying the freight.

    • Comments – This what will show up on the packing list comments.

    • Packing list Type – If you have multiple types of packing lists they can choose the default here. Packing list 100 means no packing list will be generated.

    • International Code, Incoterms, FOB – These all can be ignored since this is for domestic orders

  4.  

Shipping International

Choices are the same as domestic. Listed below is the international information that needs to be filled out.

  1. International Code – Use the drop to determine if a paper Commercial Invoice needs to be printed out or if you wants the CI information to be sent electronically (Paperless).

  2. Incoterms – You will set up the default Incoterms. Included is an information button. You can use this link to help decide what incoterms to use.

  3. FOB – You can enter in the FOB information here.

  4.  

When done entering the default ship information, click on Save Changes.

 

Email Settings 

Here the you can decide when an email gets sent out from our system to the customer.

 

Email Notifications

ReturnTrak generated RMAs

  • Issue - An email will get sent when the RMA is created. You will be able to customize the email that gets sent in the Mail Template section.

  • Receive – An email will get sent when the RMA is received into our system. You will be able to customize the email that gets sent in the Mail Template section.

  • Ship – An email ship confirmation will get sent when the Replacement order is shipped. You will be able to customize the email that gets sent in the Mail Template section.

  • An email will get sent if the RMA is Canceled. You will be able to customize the email that gets sent in the Mail Template section.

  • Web Service generated RMAs – This is if the customer is creating RMA via the API. The choices are the same as ReturnTrak generated RMAs.

General 

This section is to customize the subject line and from field on an email.

  • The words with brackets such as [RMA_NUMBER] are called keywords. This allows the system to pull information into the email that is sent. For Example, RMA_NUMBER will add the RMA number to the email in the subject line. A complete list of Keywords available can be found in the Mail Template Section.

Email Signature

Here you can create the address for Keywords [WH_RECEIVING_ADDRESS] and [WH_CONTACT_INFO]

  • You can load a sample and then edit, or create from scratch.

  • First, choose the appropriate RMA Warehouse by using the dropdown.

  • You can change the font, add links, attach a logo by using the symbols on top of the data entry area.

  • To use the addresses that you create, you will need to use the Keywords [WH_RECIEVING_ADDRESS] and/or [WH_CONTACT_INFO] in the email template creation section.

  • Keyword [WH_RECEIVING_ADDRESS]

  • Keyword [WH_CONTACT_INFO]

Mail Templates

This is the section where you can create a template for the emails that get sent to you customers when an RMA is created. When it is received when we ship a replacement RMA, and when an RMA is canceled. The templates need to be created for each T code that you want an email to be sent. The section on the left of the screen shows the T codes that an email can be created. There is also a legend that shows explains what they see.

  • RMA Type – Is what you are creating a template for

  • Templates Defined – What templates are created in enable to send. If the button is filled in then the template is enabled. If the button if not then the email is not enabled. If the bottom is greyed out then there is no email that can be sent. For example, if you are using a T12 refund now, no return, then we DCL will not expect an RMA to be returned, nor will a replacement email be sent. So no email for RMA received or Ship RMA will be needed. 

  • In/Out arrows. These are the same symbols already explained earlier.

    • The middle of the screen shows the templates that can be created.

  • Issue RMA – This is the email that will be sent when an RMA is created. You can load a template or start from scratch on what you want the email to say. You can even load the template and then edit it from there. Like the Email Signature section you can change the font, font size, or add pictures like a company logo. You can use keywords from the keyword list to pull information from the RMA into the email template.

    • Once you have created a template you will need to click save

    • A Sample of what the email will look like can be sent. They just need to enter the email address and warehouse account number.

  • Receive RMA – This is the email that gets sent out once an RMA is received into ReturnTrak. The process to create the template is the same as issue RMA

  • Ship RMA – This is the email that gets sent out when a replacement shipment is sent out to the customer. The process to create the template is the same as issue RMA

  • Cancel RMA – This is the email that gets sent out went an RMA is canceled.

  1.  

Keywords

This is a list of keywords that can be be used to bring information in the system to appear on the email. One keyword that deserves a special notation is the [RETURN_LABEL_URL]. Using this Keyword will create a link for Return labels that will be emailed to the customer.

RMA # Generation

This section allows you to decide if you want ReturnTrak to create an RMA or if you want to manually create an RMA number.

  • You can select Manual or Auto

  • If Auto then you will need to fill in the parameters for the auto RMA number generation

  • Prefix*

    • The asterisk means that Keywords can be used in the field. The available keywords are on the right side on the screen. See the screenshot below.

    • This is what the RMA number will start as

    • As the fields are filled in on the right side you can see what the RMA number will look like.

  • Starting Number

    • This is the number you want the first RMA to start with.

    • The RMA numbers will then follow in numeric order.

  • Minimum Number of digits – This is how many total digits you want the RMA number to have.

  • Suffix* – This is what you want the RMA number to end with.

  • General – This is the area where you can input the number of days an RMA can stay open. Once an RMA reached the days specified and the RMA is still open, the RMA will be closed.

  • Once you have filled out the fields to save they need to click on the Save Changes button.

  • This completes the ReturnTrak Set up