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Evo-ERP and DBA Classic >> Suggestions for Updates >> RMA Enhancements
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Message started by Lynn_Pantic on 11/18/03 at 18:00:47

Title: RMA Enhancements
Post by Lynn_Pantic on 11/18/03 at 18:00:47

IS Tech currently offers a limited RMA add-on that can create an RMA and convert to a Credit SO and/or a Replacement SO. We are looking to enhance the capability and welcome feedback.

When an RMA is processed, there are a number of different potential results - please add to what I have already thought of.

1. Parts are defective or were lost in shipping, nothing to return, but create a voucher to credit the customer account. New SO possibly to ship and invoice replacements.
2. Wrong parts sent, return good parts to stock and credit customer, ship replacements of different part number and reinvoice.
3. Parts damaged but repairable - return parts, credit customer, ship replacements, and repair returned parts for potential future shipment to a different customer (and potentially as a "used" or "blem" part number since it has been repaired and is no longer "factory new").
4. Parts repairable - return, repair and ship back to customer, possibly at $0 (warranty) or for a repair charge (outside warranty).

I know there are other possibilities - probably an infinite number but what are the everyday realities we should address?

Title: Re: RMA Enhancements
Post by kevind on 11/19/03 at 08:41:49

Lynn,
Items 1 and 2 sound very good. It would be neat if all the customer and item info could be pulled into the RMA module from either the original sales order, Invoice, or customer PO. This would allow Customer Service Personal to quickly and easily generate an RMA.

For Items 3 and 4, I would like the ability to track the labor used to repair the parts. Ideally, I would like to be able to post labor directly to the RMA as if it were a WO. This would provide a cost for the subsequent Invoice that the repaired item gets shipped out on irrespective of whether it is a warranty or non-warranty repair. I would like to avoid actually generating a separate WO.

Title: Re: RMA Enhancements
Post by Karen Mason on 11/19/03 at 10:16:05

The 4 listed items are all "normal" happenings. The 5th one that transpires quite often is a return of defective part for credit only (plus frt). Usually when only 1 or 2 parts of several hundred are returned.

Title: Re: RMA Enhancements
Post by nicknails on 11/19/03 at 14:02:41

Alot of times we have customers return parts that are out of warranty for "evaluation". You may want to include an option for return without the expectation of credit or replacement. We throw out some units that are returned after the warranty runs out.

Title: Re: RMA Enhancements
Post by JohnBierrie on 01/05/04 at 17:39:40

Lynn,

Another "possibility":

Parts were returned (at our expense), inspected, and found to be good. Return to customer, possibly charging the customer the shipping (both ways) and the time for the inspection, etc., or not... OR, to restock with a restocking charge, etc., etc...

Title: Re: RMA Enhancements
Post by Theran on 06/19/07 at 14:39:10

Is it too late to add thoughts???

Another possible would be to that you get a returned part that you in turn must return to the original source. Could this RMA be used for both customers and vendors? In essence, be tied into SO and PO?

Title: Re: RMA Enhancements
Post by Vman on 06/20/07 at 05:21:39

Some good suggestions. Currently, we use a spreadsheet to track RMA's, which are normally for repairs (both warranty and non-warranty). If the RMA module gets more integrated and flexible, I might be able to convice the boss to purchase the add-on (if I can catch him in a good mood). One thing we like to do with are RMA's is produce reports that catagorize what was sent in for repair (i.e. type/model of item, warranty/non-warranty, etc.)

Title: Re: RMA Enhancements
Post by Waidesworld on 06/20/07 at 06:14:48

I like the option of being able to pull the information in from a sales order or invoice as I typically tell the customer, "I'll have a number for you in 20 minutes, please give me your email address so I can send it to you". I spend a lot of time jumping between screens to find the price, quantity, customers original PO etc.

With regard to RMA tracking I have a list of 10-12 different "Reason for Return" simple statements where the sales/customer service can enter the reasons and then I export everything to a Excel chart showing where the issues are coming from.

My only complaint, there's always one!, is that when I am entering a RMA I get a message saying the customer is over their credit limit, do I still want to continue. For returns, this shouldn't be an issue, or so I think anyway.

Title: Re: RMA Enhancements
Post by JAM1967 on 06/26/07 at 15:00:20

What about being able to log the serial number of serialized part numbers which are being returned?

Title: Re: RMA Enhancements
Post by Lynn_Pantic on 06/26/07 at 16:55:48

Improved Lot and/or Serial processing of the items being returned is already being developed. We recognize that is a shortcoming of the existing procedures.