Returns that are to be rejected and sent back to the customer are recorded as having been received, then marked as “returned to customer” (RTC).
Control files TMSDS/RCT-RA and TMSDS/RCT-RACT are used to determine checking of items on an original R/A. These control files are set up by item hierarchy. Any items found not to be part of the R/A are stopped from entry and are not credited. These items should be sent back to the customer. The first item for an R/A that is an invalid return triggers a new panel which requires entry of a container number. The returns panel then forces all return to customer (RTC) items to this container.
The return is putaway into a special “return to customer” zone, from which the picking transaction generates, once the credit note is created. The credit note and return to customer invoice reflect that some or all line items on the claim/return were not accepted. The return to customer invoice does not charge, but can be set up to attract a handling fee, using the freight calculation system.
The customer backorder acceptance code is updated for return to customer orders and control file TMSDS/RTC-CBOA is used to define the default customer order acceptance code for RTC orders.
Process flow
- Scan the return.
- Select the appropriate Reason code for the unauthorised return, which instructs the system to indicate to warehouse personnel that the line item is to be returned to customer.
- Open a container for the customer returns, with the return to customer destination zone. (One container per claim or one container for multi returns)
- When the container is closed, stock is putaway immediately into the return to customer location.
- Once the return has been completed and the credit note created, a return to customer order generates. The order goes into the order category set up for customer returns and bypasses the pending check.
- Pick and confirm is the same as for normal customer orders.
