Guidelines for creating RMA and replacement orders.

When and what to do when the customer has received something they didn't order or is damaged or not as expected. Use the below guidance to know when to credit now and when to return no credit due as well as when to replace at no charge or charge.

Jennifer Cummings
5 steps
9 seconds

A. Use these guidelines when handling inquiries for return, replacement.

B. Use these guidelines when handling inquiries for return, replacement.

Alert! When considering under/over $80, use the collective value of all involved items. **In all scenarios**, consider the impact of freight costs (average 15%) for the replacement, the return, and the cost (invoice amount) of the item(s). There may be times, outside the $80 rule, that a [[no return required ]]may be appropriate, even though it is outside the guidelines below. These are opportunities to discuss with the supervisor for best handling protocol.

Notes: Notes are to be added to the original order, replacement order, and RMA. Add to AR as needed. **Notes should follow this format:** date, your initials, caller name, phone #, email, description of the issue, including item #s, brief item description, how you resolved the issued, original order #, replacement order #, RMA. Any carrier information applicable.

RMA Worksheets: Credit now and credit man are left in pending until approved/credit memo received from vendor. RMA worksheets are competed when processing credit nows, credit mans, cancel RMA, correct RMAs. Credit now/mans must be identified to AP for running process to issue the credit memo.

Communicate: Provide thorough details to the customer on their role, what to expect dependent on how the return/replacement will be handled (cust pays, we issue call tag/label, issue logisource return). Use templates in HS or print letter in PS.

Guidelines for creating RMA and replacement orders.

Jennifer Cummings
5 steps
9 seconds

A. Use these guidelines when handling inquiries for return, replacement.

B. Use these guidelines when handling inquiries for return, replacement.