Eclipse Standard Operating Procedures - Release 8

Returns

These documented procedures were designed based settings described in the Suggested Maintenance section.

Revised 4/14/03 Intuit® EclipseTM, among others, are registered trademarks and/or registered service marks of Intuit Inc. in the United States and other countries. Other parties' trademarks or service marks are the property of their respective owners and should be treated as such.

Suggested Maintenance Settings

ECLIPSE STANDARD OPERATING PROCEDURES

CATEGORY: Returns – Rel 8 TOPIC: Suggested Maintenance Settings REVISION: Revision 2 4/14/03 SUGGESTED MAINTENANCE SETTING: • Default Return Goods Quantity Type = blank • Valid Reason For Return Codes set up:

o New & Unused o Vendor Return-Credit o Vendor Return-Hold o Defective o Warranty

• Append Return Comments to Product Description = Y • Append Return Comments to Return Goods Queue and Return Goods PO = Y • Display Inventory History if No Order # Entered for Returned Item = Y • Require Reason for Return Code = Y • Display P/O Internal Notes in A/P Entry = Y • Create User Defined Screen for required vendor warranty information and assign this screen

in buyline maintenance under the Addl and then Warranty hotkey. • Enter vendor return policy in buyline maintenance. If warranty screen is required, be sure to

include this in the vendor return policy. • Set up Misc Charge item for Restocking Fee. • Assign the Restocking Fee item to the control file titled “Restocking Charge Item”. • Set up Vendor Standard Internal Notes for A/P to wait for the vendor credit instead of

automatically applying the credit. • Set up Return ship via that does have statuses assigned. This way confirming will not be

required in the Warehouse Picking Confirmation Queue when utilizing the pick and ship process.

• Assign the Handling field on the Totals screen of purchase orders to post to Restocking fees. • Disable Phantom Processing for Credit Sales Orders = Y.

Returns Suggested Maintenance Settings - Rel 8.doc

Returns

COUNTER RETURNS - Rel 8Customer wants to

return material

Is item beingreturned to

sellable stock?

Enter negative quantityand product description

on a new sales order

Change shipping statusto Pick Up Now andselect appropriatereturn ship via soconfirming is not

required

Yes

Give copy of return pickticket to customer

Return material toappropriate bin location

immediately

Put ticket in tray forbilling

Select the appropriatereason code Example: New & Unused

Enter appropriatereturn comments

Examples:If the item is defective, explainwhat is wrong with it.Explain if wrong item wasshipped.

Enter original salesorder number or

access the HistoryLedger hotkey to select

original sales order

Selecting the original sales order willautomatically pull the original selling

price and cost onto the return.

Enter negative quantity andproduct description on a

new sales order

At return type prompt,select R for Review

Select the appropriatereason code to define the

product status

Enter appropriate returncomments

Enter original sales ordernumber or access the

History Ledger hotkey toselect original sales order

R - Review: Item to be reviewedfor disposition.

Selecting the original sales orderwill automatically pull the originalselling price and cost onto the

return.

Changing shipping statuson Status screen to Callwhen Complete and the

ship via to Pick Up

Print returnacknowledgment

Put copy of returnpaperwork in return goodstray and material in return

goods area

See "Return Goods QueueProcessing" Flowchart for

completion of process

If necessary, write location onreturn paperwork

Enter the appropriateinformation on the header,

such as "Return" or theoriginal PO in the PO #

field

Enter the appropriateinformation on theheader, such as

"Return" or the originalPO in the PO # field

NOTE: If you are enteringmultiple items on the same

return, all sellable stock itemsshould be grouped together onone gen and all other items on

a separate gen.

At return type prompt,select S for Stock

No orDon't Know

S - Stock: Material is in sellablecondition and is going back into stock

Enter the appropriate % forthe Restocking Price Fee

Enter the appropriate %for the Restocking

Price Fee

Using EPad? Manually pull up EPadto obtain signature

This ship via does not havestatuses set up for the WarehousePicking Confirmation Queue whenutilizing the pick and ship process.

No

Yes

Examples:New & Unused (Think it is stock)Vendor Return-Credit (Think itis nonstock and returning tovendor, give credit to customer)Vendor Return-Hold (Think it isnonstock and returning to vendor,wait to give customer credit untilvendor credit is received.)Defective (Broken)Warranty (Broken and paperworkis required)

Revision 13/25/03

NON-COUNTER RETURNS - Rel 8Enter negative quantity and product

description on a new sales order

How is material beingreturned?

Change ship date to date materialshould be picked up and change

Ship Via to OT - Our Truck

Return acknowledgement will printautomatically based on Ship On

date

Put return sales order on manifest

Driver picks up the returnmerchandise

Close manifest

Put copy of return paperwork inreturn goods tray and material in

return goods area

See Return Goods QueueProcessing Flowchart for

completion of process

Fax copy ofreturn

acknowledgmentto customer to be

used as apacking slip

Materialreceivedback viacarrier

Our Truck

CustomerShip

ChangeShip Via toreflect howmaterial is

beingreturned

Revision 13/25/03

Enter the appropriate information onthe header, such as "Return" or the

original PO in the PO # field andshipping instructions on how the

material is being returned

Attach comment on manifestabout material being picked up.

At return type prompt, select R forReview

Enter original sales order number oraccess the History Ledger hotkey to

select original sales order

R - Review: Item to be reviewedfor disposition.

Selecting the original sales orderwill automatically pull the originalselling price and cost onto the

return.

Examples:If the item is defective, explainwhat is wrong with it.Explain if wrong item wasshipped.

Select the appropriate reason codeto define the product status

Enter appropriate return comments

Enter the appropriate % for theRestocking Price Fee

Changing shipping status on theStatus screen to Ship when

Specified

Changingshippingstatus on

Statusscreen toCall whenComplete

Confirm printing in WarehousePicking Confirmation Queue

Change status of return order toCall when Complete

Examples:New & Unused (Think it is stock)Vendor Return-Credit (Think itis nonstock and returning tovendor, give credit to customer)Vendor Return-Hold (Think it isnonstock and returning to vendor,wait to give customer credit untilvendor credit is received.)Defective (Broken)Warranty (Broken and paperworkis required)

RETURN GOODS QUEUE PROCESSING

Retrieve return goodspaperwork from tray

Review comments for anynote of defect or damaged

material

Inspect material for signs ofdamage

Should item bereturned to stock,

returned to vendor oradjusted off?

Change the type from R toS in the scheduling screen

of each item going intostock

Make sure appropriaterestocking charges are

entered

Change shipping status toInvoice and Prt to P

Put stock away immediatelyTo identify bin location either print a

PO Receiver for the return salesorder or look it up on the system

See "ReturnGoods QueueAdjustments"

Flowchart

Give immediatecredit to

customer orwait for vendor

credit?

See "Return toVendor - Waituntil Vendor

Credit isReceived to

Give CustomerCredit"

Flowchart

See "Return toVendor - Give

ImmediateCredit to

Customer"Flowchart

Stock

VendorWait

Immediate

Adjust

Revision 112/26/02

Continued from "CounterReturns" and "Non-Counter

Returns" flowcharts

Should customerstill receive credit?

Changetype from

R to S

Add sameitem as apositive

amount onthe return

order

Invoice boththe positiveamount and

negativeamount on thesame gen andchange the Prt

flag to N

Use the reprintopt to print a

pick ticket andship materialback to thecustomer

Process invoice andchange Prt to P

Adjust item off ReturnGoods Queue

Yes

No

Make sure appropriaterestocking charges are

entered

Make sure thesell price of thepositive item isthe same asthe negative

item

Check totalsscreen to

verify the netamount is

$0.00

Customerwant

materialback?

Yes

Add item toinventory at areduced valueor strip parts toadd to stock?

No

Scrap item

Adjust item inand edit cost toreduced valueif necessary

Adjust item intoa new product

descriptionindicating

"reduced" or"damaged"

No

Yes

Continued from "ReturnGoods Processing"

flowchart

RETURN GOODS QUEUE - ADJUSTMENTS

Revision 112/26/02

RETURN TO VENDORGive Immediate Credit to Customer

Access return sales order in editmode from the return goods queue

Verify appropriate restockingcharges are entered

Changing shipping status to Invoiceand Prt to P

Create or add to exiting negative POfrom return goods queue and enterPENDING RETURN in the Order

ID on the header

Call vendor for RGA

When vendor gives an returnauthorization, enter the RGA in theOrder ID field on the header of the

return PO

Enter required return information inshipping instructions or as a

comment on the body of the returnPO

Select standard internal notes for A/P to wait for the vendor credit

(instead of automatically applyingthe credit)

Vendor instructed to returnmaterial or scrap when

obtaining RGA?

Enter note on POabout material being

scrapped

Change status onPO to Received

Print return PO acknowledgment touse as a packing slip

Scrap

Return

Change Order ID on theheader of the return PO to

RGA PENDINGReceive RGA immediately?

Yes

No

Revision 12/17/03

When material is shipped to thevendor, enter internal notes on PO

header with date material shipped &tracking number

Change status on PO to Received

NOTE: Run the Open PO report byORDER ID on a weekly basis to make sure

there are no old return POs still open.

Pull up item(s) in Return GoodsQueue.Enter vendor in Return To Field foreach item being returned.Press <Alt C> to create return POwhen cursor is on the line with thevendor filled in or press <Alt A> to addto an existing return PO.

NOTE: Do not group together on the same returnorder items where we can give immediate credit to

customer with items where the vendor credit needs tobe received before giving the customer credit.

May accumulate over time andcall for a group of items.

Continued from Return GoodsQueue processing flowchart

Enter restocking fee if applicable inthe handling field on the totals

screen of the PO

RETURN TO VENDORWait until vendor credit is

received to give customer credit

Access return sales order in edit modefrom the Return Goods Queue andchange the shipping status to Direct

If all items on return sales order are going backto the same vendor, change the shippingstatus to Direct.If only one item on return sales order is goingback to vendor, go into the scheduling screenand change the status to direct.

When vendor gives return authorization,enter the RGA in the Order ID field on

the header of the PO generation

Change the ship date on statusscreen to the anticipated credit

date from the vendor

Print return POacknowledgment from PO

generation to use as a packingslip

When material is shipped tothe vendor, enter internal notes

on PO header with datematerial shipped & trackingnumber or method of return

Enter PENDING RETURN in the OrderID field on the header of the PO

generation

When ready to return material, callvendor for RGA

Receive RGA immediately?Change Order ID onthe header to RGA

PENDING

Enter restocking fee if applicable in thehandling field on the totals screen of the

PO

No

Yes

Continued from Return Goods Queueprocessing flowchart

Is item(s) on individual salesorder being returned or are

multiple returns being groupedtogether?

Create ReturnPO

Always select AddTo PO before

creating a new one tosee if there is anexisting pending

return to the vendor

Enter PENDINGRETURN in theOrder ID field on

the header

Access returnitems in the return

goods queue

Enter the vendor inthe Return To fieldfor each item being

returned

Group

Individual

If vendor inspecting material on-site, print POacknowledgment for them to review the return merchandise

See AP Processing Creditflowcharts for completion of

credit

Revision 12/17/03

NOTE: Run the Open PO report byORDER ID on a weekly basis to make

sure there are no old return POs still open.

Being returned on a direct?

No

Yes

Vendor guarantee credit whengiving RGA for return PO?

Invoice return sales orders

Print return PO acknowledgment fromPO generation to use as a packing slip

When material is shipped to thevendor, enter internal notes on PO

header with date material shipped &tracking number or method of return

See AP Processing Credit flowchartsfor completion of credit

No

Yes

Change status on return PO to received

A/P PROCESSING CREDITPO Return

Pull up vendor in A/P Entry.Enter credit amount in the

invoice amt field with along withall other relevant information

Does return PO appear inAP Entry?

Does costmatch?

Apply credit to PO

Yes No

Yes

No

Send a job queue to designatedreturn goods associate

Include the following information:Amount of credit received from the vendor (i.e.full credit, partial credit or no credit amount.)Restocking fee charged by the vendor

Receive job queue response forReturn Goods Associate that

return PO has been corrected ifnecessary and received

Revision 12/17/03

APapplies

thecredit to

PO

Apply credit to return PO

Designated Return GoodsAssociate receives job queuefrom AP about credit received

Give full, partial or nocredit to customer?

Enter restock charge on returnsales order as a misc charge

item if applicable

Go to status screen and changestatus to Invoice and Prt to P

FullPartial

None

Zero sellprice and

cost onsales order

Go tostatus

screen andchangestatus to

Invoice andPrt to N

Fax tocustomer ifnecessary

Correct restocking fee in thehandling field on the totals

screen of the PO if necessary

Receive items you are receivingcredit for on return PO

Append job queue to AP sothey can apply the credit

Job queuedesignated

return goodsassociate

aboutdifference incredit amount

Return GoodsAssociatesends job

queueresponse to APassociate with

okay toprocess credit

Include the following information:Amount of credit received from the vendorRestocking fee charged by the vendor

Escape outleaving

payable inun-

approvedstatus

ReturnsGoods

Associateedits vendorrestocking

fee on totalsscreen of POif necessary

Attachcomment

about creditbeing

rejected bythe vendor

Change coston PO to

$0.00

A/P PROCESSING CREDITDirect Return PO

Pull up vendor in A/PEntry. Enter credit amountin the invoice amt field withalong with all other relevant

information

Receive full credit,partial credit or no

credit?

Access the edithotkey and

change the Prtflag on theorder to P

Job queuedesignated

returngoods

associateabout

differencein creditamount

Return GoodsAssociatesends job

queueresponse to APassociate with

okay toprocess direct

credit

Still giving customercredit?

Delete item off direct

Add comment line aboutnot giving credit because

credit was not given by thevendor

Process invoice andchange Prt to N

Fax to customer ifnecessary

Enter $0.00invoice

Post difference toCOGS / Expense

Process invoiceand change Prt to

N

Full

Partial

None

Yes

No

Include the following information:Amount of credit receivedfrom the vendorRestocking fee charged bythe vendor

Job queue designatedreturn goods associate to

see if customer will receivecredit even though no creditwas received from vendor

Receive job queueresponse

Escapeout

leavingpayablein un-

approved status

Revision 13/25/03

Select direct return PO &answer Y to invoice the

customer

AP verifiesorder is now

approved andchanges thePrt flag on

the order to P

Returns GoodsAssociate edits

vendor restockingfee on totals screenof PO & customerrestocking fee asmisc charge itemon body of order

WARRANTY REPLACEMENTS - Rel 8

Revision 112/31/02

Customer is returning defective materialfor a warranty replacement

Explain what is wrong with the item.

Enter negative quantity and productdescription on a new sales order

Enter appropriate return comments

In the header, enter the appropriateinformation, such as "Warranty" or the

original PO in the PO # field

If warranty information is required by thevendor, select the warranty hotkey and

enter the required information

At return type prompt, select R forReview

Enter original sales order number orpress access History Ledger hotkey to

select original sales order

R - Review: Item to be reviewedfor disposition.

Selecting the original sales order willautomatically pull the original selling

price and cost onto the return.

Select the appropriate reason code todefine the product status

Warranty (broken and paperwork isrequired)

Enter positive amount for thereplacement item

Skip this step if the customerdoes not want a replacement.Customer may have alreadypurchased replacement priorto returning defective item.

Go to the status screen

Continued on page 2

Page 1 of 2

Enter the appopriate % for theRestocking Price Fee if necessary

Change positivegen to appropriate

shipping status andship via

Print returnacknowledgment

If necessary, writelocation on return

paperwork

Continued from Page 1

Make sure thepositive and

negative quantitiesare on two separate

generations

How is material beingreturned?

Change shipping status on the negativegen. to Ship when Specified, changeship date to date material should be

picked up and change Ship Via to OT -Our Truck

Return acknowledgement will printautomatically based on Ship On date

Put return sales order on manifest

Driver picks up the return merchandise

Close manifest

Put copy of return paperwork in returngood tray & material in return good area

See Return Goods Queue ProcessingFlowchart for completion of process

Fax copy ofreturn

acknowledgmentto customer tobe used as apacking slip

Materialreceivedback viacarrier

Our Truck

Customer

Attach comment onmanifest aboutmaterial being

picked up.

Returningat counter

orshipping?

Counter

Ship

WARRANTY REPLACEMENTS - Rel 8Page 2 of 2

Revision 112/31/02

Was a positive amount enteredfor a replacement?

No

Yes

Change shippingstatus on the

negative gen. toCall when

Complete andselect the

appropriate shipvia to reflect howthe defective itemis being returned

Confirm printing in Warehouse PickingConfirmation Queue

Change status of return order to Callwhen Complete