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How to Create an RMA

All about creating an RMA, including RMA types, addresses, and more.

Written by Maureen
Updated this week

Steps to Create an RMA

Returntrak is accessed through the eFactory module.

  • Log onto eFactory and click on the Returntrack header

  • The RMA entry screen is where you can enter in the RMA information from scratch. However, you can also create an RMA from an existing order. To do that, on the left side of the screen click on Shipped Orders.

  • You can then find the order number to make an RMA. Find the order, and click on the order number under the order shipped list.

  • This will take you to the order information screen.

  • Then click on the action button and choose “Create RMA.”

  • Most of the fields will be automatically populated. Anywhere there is a red bar, it means that this is a required field.

    1. Account # -RMA WH – This is the warehouse that will receive the RMA

    2. Account # - SHIP WH – This is the warehouse from which the replacement order will ship. You have the option to have the RMA returned to one warehouse, such as Fremont, but the replacement ship from another, like Louisville.

RMA Type

This is where you will choose the RMA Type.

  • Disposition – If you set up Disposition codes, then you will need to choose the disposition

  • RMA # - If the field is green, then the Auto-generation of an RMA will be created. You can click on the arrows, and the RMA will be generated. It will also generate automatically when you hit “Submit RMA” once the RMA is filled out. You can still override the system auto-generating the RMA by typing an RMA number in the field. If the field is not green, then you will need to enter a unique RMA number. If you use a duplicate, then the RMA will get rejected.

  • Depending on how the RMA settings were set up, the customs fields may need to be filled out or chosen with the drop-downs on each field.

RMA Address

This is the section to which DCL will ship the replacement order.

  • Company – Company name where the RMA is coming from.

  • Attention – What name of the person the RMA coming from. The Company and Attention fields will show a red bar if you create the RMA from scratch. However, once you enter the data in one of the fields, then, the red bar disappears from the other field. This means that one of the fields needs to be populated

  • Address—This is the street address to ship the replacement. At the end of the field, you will see a drop-down arrow. When you click on the drop-down, you will have the opportunity to validate the address and see it on a map.

  • Address 2 – usually for an apartment number or unit number

  • City – Ship to city

  • Postal Code – Zip code of the ship to

  • State – State where the replacement will be shipped to

  • Country – Ship to country

  • Phone Number – The phone number of the customer the replacement is to be shipped to

  • Email – Email for the customer. This is where the emails will be sent if the ReturnTrak templates were set up and enabled.

Item Detail

This is where you will enter what is coming back and what will be returned.

  • If you are creating the RMA from an order we shipped, then the parts coming back and replacement parts will automatically be populated

    • The red arrow down section shows what is being returned.

    • The blue arrow-up section is being shipped out as a replacement.

  • If you need to or want to enter what is being returned manually, first make sure you are in the "Auth" section by clicking on the "Auth" button.

  • You can then add a part number or click on the "browse items" button to get a listing of all your parts. This will bring up a catalog format where you can enter the qty and pricing if needed. Once done, just click on add to order.

  • Click on the button if you want to make a change to the authorized item being returned or the item to ship. For this example, we will ship something different. Click on "To Ship"

  • Select the original item being shipped out by clicking on the box so a checkmark appears.

  • To delete an item, click on “Remove Selected items” at the bottom of the screen.

  • Then, you can add a new item by typing the part number in the “Add item field” or using the browse item section, as described above.

  • Once that’s done, one part will be coming in, and a different part number will be shipped out as a replacement.

Shipping Section

The default ship methods that were set up under ReturnTrak settings will automatically be populated.

  • You can change the shipping method if needed by clicking the edit button.

  • A new window will open

  • In the new window, you can make changes using the dropdown in each field.

    • Please remember you should choose a residential service type if the order is residential.

  • Once complete, click on Save.

  • When the new service now appears in red to signify, a change has been made.

Amounts Section

This section shows the amounts from the original order if it was sent over when DCL got the original order. Otherwise, the amounts will be blank. Like the Shipping section, customers can make changes by clicking the edit button.

Other Section

in this, you'll enter the weight of a return if they have a Return Label email to the customer, which is part of the email template setup. If you do not enter weight, then the UPS return label link will not work. You can also enter/change packing list comments and shipping instructions. As in the other sections, click on Edit.

  • At the bottom of the screen, it will show a summary of what is coming in and what is going out.

  • If the RMA looks good at the top of the screen, click on “Place RMA”.

    • The system will display the “Created RMA Successfully” window

  • If you are not ready to place it yet, then click on “Save Draft.” The system will save the RMA as a draft and create a draft number.

  • The draft will then be available under the Draft Section on the left side of the screen.

  • Once you're in the draft section, they will see the draft and its number. These are numbered in case you have multiple drafts.

    • To open the draft, just click on the draft number. To delete, click on the action button and choose delete.

    • Once you chooses the draft, you can make changes. If you want to continue saving the draft after making some changes, save again by choosing “update draft”.

  • Once you are ready to create the RMA, then click on “Place RMA”

  • The system will display an RMA created window successfully.

Open RMAs

In this section, you can view all Open RMAs. Like the other sections of eFactory, you can use the filters, customize the columns, and export information. The new columns and meanings are listed below.

  • RMA# - This is the RMA number of the RMA

  • RMA date – This is the date the RMA was created

  • Ship to – This is where the replacement RMA is shipping to

  • RMA Type – This is the RMA Type – It also shows the arrow codes so you can see what actions the RMA type has.

  • OM# - For every RMA created, our system creates its own unique PO number internally. Anything received into our ERP needs to be received against a PO. The type of PO for RMA’s are called OM#’s.

  • LAST RECV DATE: This is the DATE the RMA was received into our system.

  • REPL.ORDER # - If DCL is shipping out a replacement, the replacement order number will show up here.

  • SHIP DATE- Once the Replacement order ships, the date the order shipped will show here.

  • TRACKING # LINK – Once the Replacement order ships, the tracking number of the replacement will show here.

  • Original Order number – This is the Original order number of the RMA.

  • SHIP TO EMAIL – This is the email of the replacement order and also where the RMA emails goto.

  • ACCOUNT # - The account number where the RMA will be received into.

  • WH – The warehouse/location the RMA is being received into.

  • CUSTOMER NUMBER – This is the number you have assigned to their customers. Comes from the original order.

  • PO # - This is the PO number that you assign. It comes from the original order.

  • T Code – This this the RMA Code for the RMA

  • RMA TYPE DESC.- This is the description for the RMA type.

  • CODE – The disposition code that was assigned to the RMA

  • DISPOSITION – The description of the disposition code.

The Next five columns are what the custom columns (if any) created in RMA setup.

  • USER ID – This is the eFactory user ID of the person who created the RMA.

  • EXPIRED DATE – The expiration date will show here if the RMA has been canceled.

  • WEB SERVICE – If the RMA came over via the API – you will see the code YES here

  • ACKNOWLEDGE – If the system acknowledges the receipt, you will see it here.

  • ALL RMA – This will show Open, Canceled, Expired, and Received RMA’s.

  • ITEMS – This will list all RMA at the item level.

  • SHIPPED ORDERS – This will list shipped orders. You can find the order and create an RMA from a shipped order.

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