How to Create an RMA

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

Written by Maureen
Updated over a week ago

Steps to Create an RMA

  • Click on the ReturnTrak Header

  • This will take you to the RMA Entry Screen

  • 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 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 were the replacement order will ship from. Yes, and RMA can be returned to one warehouse such as Fremont but he 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 generate. 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 the 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 where DCL will ship the replacement order to.

  • Company – Company name where the RMA is coming From

  • Attention – What name is the RMA coming from. Both the Company and Attention fields show a Red bar if you are creating the RMA from scratch. However, once the customer enters in data in one of the fields then the red bar disappears from the other field. This just means that one of the fields needs to be populated

  • Address – This 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 the address 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 – Phone number of the ship 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 where you will enter what is coming back and what will be returned.

  • The Red arrow down section is what is being returned.

  • The Blue arrow up section is what is being shipped out as a replacement.

  • If the red arrow up and Auth. button is white and the To Ship button with the blue arrow up is greyed out, then you are working on what is being returned.

  • If the red arrow Auth, the button is greyed out and the To Ship blue arrow button is white then you are working on what part number is being shipped out.

  • Once you decide if you want to enter what is being returned or what is being shipped out, then enter the part number under the Add Item section.

  • You can also get a catalog format to search for the part number by clicking on the Browse Item button

  • Once you click on the Browse Item button a new window will open in a catalog format

  • Here you can enter the qty you want to send and a unit prince. The unit price is optional for domestic shipments but needed for International shipments. It is needed for international shipments because we need a value for the commercial invoice.

  • The catalog list will also show the net available of each part.

  • Once you have made a choice(s) you will need to click on Add to Order.

If you are creating an RMA from a shipped order then the item being returned and the item that is shipped out as a replacement will automatically be added. You can make changes if you want. For example, you can have a different part number shipped as a replacement or even ship more units to the customer than what is being returned.

  • 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 the item, click on “Remove Selected items” which is at the bottom of the screen.

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

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

  • Remember a Red arrow down is what is expected to come in and a blue arrow up is what is being shipped. Here is an example of one part coming in and two different parts being shipped out. You may do this in the case that you want to send something else for the trouble of having to send back an RMA.

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 on 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 going residential.

  • Once complete, click on Save.

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

Amounts Section

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

Other Section

in this you'll enter in the weight of a return if they are having a Return Label email to the customer which is part of the Email Template set up. 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, just 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 top of the screen, click on “place RMA”.

    • The system will display “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 the draft number. These are numbered in case you have has multiple drafts.

    • To open up 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 successfully window.

Open RMAs

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 5 columns are what the custom columns (if any) created in RMA set up.

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

  • EXPIRED DATE – If the RMA has been canceled, the expiration date will show here.

  • 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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