Please note: Only a user with Administrator access can setup the ReturnTrak settings.
Navigate to ReturnTrak Settings
Click on Services
From Services, select Administration Tasks
On the left side of the screen select ReturnTrak settings
Which Settings do I Need to Change?
Seven sections need to be set up. Some are required, but others are only needed based on our customers' requirements.
RMA Types & Dispositions - Required.
Custom Fields - Optional.
Shipping - Needed if DCL will be shipping a replacement order.
Email Settings - Required if DCL will send RMA emails to your customers.
Email Signatures - Required if DCL will send RMA emails to your customer.
Mail Templates - Required if DCL will send RMA emails to your customer.
RMA# Generation - Needed if DCL will manage the creation of RMA numbers.
You can set up each section in any order you prefer, but we recommend completing the setup first to ensure that all necessary steps are completed.
RMA Types and Dispositions
All RMAs need to be defined by a type to signify the action DCL will take either before receiving the RMA unit or before receiving the product.
In eFactory the RMA types are called "T" codes.
Each “T” code signifies an action the ReturnTrak system will take or expect. The “T” code provides a brief explanation of the action to be taken.
T Code Descriptions
T01 - Replace upon Receipt: Once we receive the RMA unit 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 processed, and no return will be expected. 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 unit will be expected to be received. The RMA will be closed as soon as it is received into our system.
T11 - Refund Upon Receipt: ReturnTrak will not take action when the RMA is received into the system since DCL does not offer refunds. The instructions are for the customer to check if they have a refund department.
T12 – Refund Now: There is no action ReturnTrak will take. DCL will not expect any physical units to be sent back to us, and the RMA will be closed as soon as it is submitted.
T13 – Refund Now: With Return. There is no action ReturnTrak will take when the RMA is received into the system, as DCL does not offer refunds. The Instructions are for you if you have a refund department.
T21 – Gift Voucher Upon Receipt: Upon receipt of the RMA, ReturnTrak will take no action.
T22 – Gift Voucher now – No Return: There is no action ReturnTrak will take. No Return is expected. The RMA will be closed as soon as it is submitted.
T23 – Gift Voucher now –With Return: There is no action ReturnTrak will take. No Return is expected. The RMA will be closed as soon as it is received into the system.
T24 – Gift Card Upon Receipt: No action will be taken by ReturnTrak. No Return is expected. The RMA will be closed as soon as it is received into the system.
T25 – Gift Card – No Return: No action will be taken by ReturnTrak. No Return is expected. The RMA will be closed as soon as it is submitted.
T26 – Gift Card – With Return: There is no action ReturnTrak will take. No Return is expected. The RMA will be closed as soon as it is received into the system.
T31 – Upgrade upon Receipt: Once we receive 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 initiated, and no return will be expected. The RMA will be closed 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. The RMA will be closed as soon as it is received into our system. This is the same as T03.
T81 – Return For Repair: No action will be taken or receipt acknowledged by ReturnTrak.
T99- Review: Nothing is to be received, nor is action from ReturnTrak. Disposition Codes: These are general statements outlining the actions to be taken with the RMA once it is received. DCL will not do any automatic dispositions of the RMA without customer approval. Each code is customizable and changeable.
What are the blue and red arrows?
Arrows also help to determine what is expected.
The red arrow down means we expect the product to be returned.
The blue arrow pointing up means ReturnTrak will create an order to ship the replacement product.
For example, a red arrow pointing down and a blue arrow pointing up indicate that we expect the product to be returned, and ReturnTrak will create an order to ship it out.
How do I edit a code in ReturnTrak?
The Edit button allows you to remove or add code to ReturnTrak and/or change the default description. The action arrows cannot be changed. Once you click on edit, an RMA type Option window will appear.
Click in the title box to change the description
Click "Save Changes" once complete.
Uncheck "Display" if you want to use the code.
Custom Fields
Customs fields allow you to require additional fields when the RMA is created. For example, if you want RMA agents to list a place of purchase when creating the RMA. You can make these fields required.
The main screen shows what is set up currently:
Click on Edit to create a new custom field.
Once you click Edit a new window will appear.
Click on the Edit button to enable or disable the function.
Title: Name the custom field
Display: Add a check mark if you want your current file to show up on the RMA creation screen
Required: Add a 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: Select this option if you want the selection to be a drop-down on 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
Shipping Carrier: You can select the default shipping carrier, such as UPS, USPS, or FedEx. Click on the dropdown.
Ship Service: You can choose the service level. Like Ground, Next Day, Two Day, etc.
Please note: A shipping service without “RES” or “Residential” is a commercial service. If the address you are shipping to is residential, you will incur a Residential surcharge as an additional 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 RMA replacements are shipped to a residential address.
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 appear in the dropdown. The freight charges, in this case, will be charged against your carrier freight account
3rd party – This occurs when the DCL or the recipient fails to pay the freight charges. 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 is what will show up on the packing list comments.
Packing List Type – If you have multiple types of packing lists, you can choose the default here. Packing list 100 means no packing list will be generated.
International Code, Incoterms, FOB – These can be ignored since they are typically used for domestic orders.
Shipping International
Choices are the same as domestic. Listed below is the international information that needs to be filled out.
International Code – Use the drop-down to determine whether a paper Commercial Invoice needs to be printed or if you prefer to send the CI information electronically (Paperless).
Incoterms – You will set up the default Incoterms. Included is an information button. You can use this link to help determine which Incoterms to use.
FOB – Enter the FOB information here.
When done entering the default ship information, click on Save Changes.
Email Settings
Here, you can customize and send your customers an email that will be triggered from eFactory.
ReturnTrak-generated RMAs are when the RMA is created from ReturnTrak.
Webservice RMAs are when the RMA information is sent to us via the API.
Email Notifications
When setting up your email notifications multiple fields will need to be filled in. The following is an explanation of what each box means, ror both ReturnTrak and Webservice RMAs.
Issue: An email will be sent when the RMA is created. You can customize the email that is sent in the Mail Template section.
Receive: An email will be sent when the RMA is received into our system. You can customize the email that is sent in the Mail Template section.
Ship: An email ship confirmation will be sent when the replacement order is shipped. You can customize the email that is sent in the Mail Template section.
Cancel: An email will be sent if the RMA is canceled. You can customize the email that is sent in the Mail Template section.
General
Use this section to customize the subject line and from fields on an email.
The words enclosed in 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's subject line.
A complete list of Keywords can be found in the Mail Templates Section.
Email Signature
To add contact information and/or a receiving address to an email, you will need to use specific keywords. The keyword for a receiving address are
[WH_RECEIVING_ADDRESS] and the keyword for contact information are [WH_CONTACT_INFO].
Here you can create the address using Keywords [WH_RECEIVING_ADDRESS] and [WH_CONTACT_INFO]
You can load a sample and then edit or create from scratch.
Choose the appropriate RMA Warehouse by using the dropdown.
You can change the font, add links, and attach a logo using the symbols on top of the data entry area.
To use the addresses you create, you must use the Keywords [WH_RECIEVING_ADDRESS] and/or [WH_CONTACT_INFO] in the email template creation section.
Mail Templates
This is the section where you can create templates for the emails sent to your customers when an RMA is created, received, shipped as a replacement, or canceled. Templates need to be made for each T code for which you want an email to be sent. The section on the left side of the screen displays the T codes for which an email can be created. There is also a legend that explains what they see.
This is what the main pages of Mail Templates look like
The box with RMA type will help you choose when and for what RMA type you wish an email to be sent.
RMA Type: Is what you are creating a template for.
Templates Defined: This indicates the type of RMA and when an email is to be sent. If the button is filled in, then the template is enabled. The four buttons represent the four processes of an RMA.
The first button from the left represents "Issue RMA." This is when an RMA is created.
The second button represents "Receive RMA." This is when an RMA is received into the system.
The third button represents "Ship RMA." This is when a replacement unit is shipped.
The fourth button represents "Cancel RMA." This is when an RMA is canceled.
Please note: The email is not enabled if the button is not filled in. If the button is greyed out, then no email can be sent. For example, on the screenshot above, if you are using a T12 refund now with no return, DCL will not expect an RMA to be returned, nor will a replacement email be sent. Therefore, no email for RMA has been received, and Ship RMA will not be necessary.
In/Out arrows. These are the same symbols already explained.
Creating Your Email Templates
In the following section, you can create the actual email templates.
Issue RMA: This email will be sent when an RMA is created. You can load a template or start from scratch to create the email content you want. You can even load the template and then edit it from there. Like the Email Signature section, you can change the font and 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 need to enter the email address and the warehouse account number.
Receive RMA: This email is sent once an RMA is received into ReturnTrak. The process for creating the template is the same as for the Issue RMA.
Ship RMA: This email is sent to the customer when a replacement shipment is dispatched. The process for creating the template is the same as for Issue RMA.
Cancel RMA: This email gets sent out when an RMA is canceled.
Keywords
This is a list of keywords that can be used to bring information into the system and display it in the email. One keyword that deserves special notation is [RETURN_LABEL_URL], and all keywords with RETURN_LABEL. Using this keyword, we will create a link for return labels that will be emailed to the customer.
RMA # Generation
This section allows you to decide whether you want ReturnTrak to create an RMA or manually create an RMA number.
RMA Number Generation Section
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 of the screen. Please review the screenshot above.
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 Section
This is the area where you can input the number of days an RMA can stay open. Once it reaches the specified number of days and is still open, it will be closed.
Once you have filled out the fields to save, you need to click on the Save Changes button.
This completes the ReturnTrak setup.