TIPP Transactions Sales Order Return

Return – Create RMA – Sales Order

This is a TIPP PRO page. Return – Create RMA starts from a sales order in Exact Globe whose goods have been delivered. In one run it creates an RMA order for the goods the customer sends back, can authorize that RMA, and can receive the goods back into stock. Sales and warehouse staff use it when a customer returns delivered goods and wants a credit.

Before you start

A valid TIPP PRO license is required. Without it the page shows a warning, all fields and buttons are read only, and only Cancel still works.
The page opens as a pop-up from the sales order, with the Return button on the TIPP sales order page. It needs the division and the order number from there; if they are missing it shows “Missing Division or Order parameter.”
The connection to the Exact Globe division must work (TIPP Backoffice Connection page) and the TIPP Transactions service must be running and linked to Synergy.
The order must have delivered quantity that has not been returned yet. Fully returned lines are not shown.
The customer must not be blocked in Exact Globe.
Reason codes must exist in Exact Globe: items of type Reason code with “Reason RMA” ticked. Without them nothing can be returned.

How to return goods from a sales order

Open the sales order and click Return. The Return – Create RMA window opens for that order.
Check the Return date. It starts as today. Change it if the return happened on another date.
Optionally choose a Default reason. It fills the Reason of every selected line that has no reason yet.
If your administration uses warehouse locations, optionally choose a Default location. It fills Return to on selected lines that have none yet.
Select lines. Tick the box at the start of a line, which proposes the full remaining quantity in Return now, or click Return all to select every line with its full quantity. Click Clear to unselect everything and set the quantities to 0.
For each selected line, adjust Return now if only part comes back, and choose a Reason. For stock lines, choose Return to (the location the goods go back to). For serial or batch items fill Serial/Batch.
Leave To be received ticked if the goods physically come back now. Leave Credit ticked to credit the customer at the original net price.
Under Options, tick or untick Authorize RMA (when shown) and Receive directly.
Click Process.
Follow the Progress section. The steps are Create RMA order, Authorize RMA and Receive goods, each with a result text.
When everything succeeds, a green message says “RMA order” followed by the number, “created and the goods were received back into stock.” and the window closes by itself after a moment and the sales order refreshes.

How to return only part of a line, or from several locations or lots

Select the line and enter the smaller quantity in Return now.
To split a line over several locations or lots, click the plus sign at the end of the line. A new row for the same line appears.
Fill Return now, Return to and Serial/Batch on each row. The total of all rows of one line cannot exceed what is still returnable.
To remove an extra row, click the red x at its end.

How to return serial or batch items

Select the line. Lines of serial items show an S in the Type column, batch items show a B.
For a serial item, type the serial numbers in Serial/Batch, separated by spaces, commas or semicolons. The number of serial numbers must equal Return now. Return now is a whole number for serial items.
For a batch item, type one batch number. The box suggests the numbers that were delivered on this order, with the delivered quantity.
Use the plus sign to add another row for a second batch.

How to create the RMA now and receive the goods later

Untick Receive directly under Options (or untick To be received on the lines).
Click Process. The RMA order is created, and the Receive goods step shows “Not selected: receive RMA” followed by the number “later in Exact Globe (Order, Entries, Returns).”
Later, open the RMA in Exact Globe under Order, Entries, Returns to receive the goods.

Screen guide

RMA Details section

Sales order: the order number you are returning from. Read only.
Debtor: the customer of the order. Read only.
Warehouse: the warehouse of the order. Read only.
Return date: the date used for the RMA and for receiving the goods. Required. Default is today.
Default reason: choose a reason code to apply to all selected lines without one. Default is “– none –“. The list shows each reason code with its description.
Default location: only shown when Exact Globe uses warehouse locations. Applies a location to selected lines without one.

Options section

Authorize RMA: shown only when your Exact Globe administration requires RMAs to be authorized. Ticked by default. If unticked, the RMA stays unauthorized and the goods are not received in this run. When the administration does not require authorization, the step shows “Not required in this administration”.
Receive directly: ticked by default. Receives the goods into stock in the same run, for lines marked To be received. The RMA must be authorized for this.
Return all: selects every line with its full remaining quantity.
Clear: unselects every line and sets quantities to 0.

Delivered lines (not yet returned) list

Checkbox: selects the line. Unselected lines are greyed and ignored.
#: the line number on the sales order. A hook arrow marks an extra row you added for a line.
Item and Description: the item and its description.
Type: S for serial number items, B for batch items, empty otherwise.
Wh: the warehouse of the line.
Return to: the location the goods are received back into. Only for stock lines. If the warehouse has no locations it shows “(no locations – use warehouse default)”. The column is hidden when warehouse locations are not used.
Ordered: quantity ordered.
Delivered: quantity delivered.
Returned: quantity already returned on RMA orders. It counts RMAs made through this page and RMAs linked to this order in Exact Globe.
Return now: quantity to return in this run. It is capped at delivered minus already returned.
Serial/Batch: serial or batch numbers, only for S and B items.
To be received: ticked by default. The goods come back into stock in this run.
Credit: ticked by default. The RMA line carries the original net price. Unticked gives a price of 0.
Reason: the reason code. Required for every line you return.
Plus sign: adds a row for the same line.
Shipping, payment and charge lines are never listed.

Progress section

Step Create RMA order: creates the RMA in Exact Globe, copied from the order’s customer, currency, payment condition, shipping method, sales representative, selection code, project, cost center and warehouse. The original order number is stored on the RMA.
Step Authorize RMA: authorizes the RMA when needed.
Step Receive goods: books the goods into stock on the return date.
Status icons: waiting dot, busy animation, check mark for done, error icon for failed, grey dot for skipped.

Buttons

Process: runs the steps. It is disabled when the order cannot be returned, for example blocked customer, nothing left to return or no reason codes. It is locked during the run.
Cancel: closes the window without doing anything. After the run it is named Close.

Messages and what to do

“Missing Division or Order parameter.”: the window was opened without an order. Close it and click Return from the sales order.
“Sales order” followed by a number and “not found.”: the order does not exist in Exact Globe. Reopen it.
“The customer of this order is blocked. Unblock the customer in Exact Globe (customer card, Status) before returning goods.”: change the customer status in Exact Globe, then reopen the window.
“Every delivered quantity of this sales order has already been returned (or nothing was delivered yet), so there is nothing left to return.”: nothing can be returned. Check the Returned column history in Exact Globe.
“No RMA reason codes are defined in this Exact Globe administration (items of type Reason code with ‘Reason RMA’ ticked). Create them in Exact Globe under System, Logistics, Reason codes, then reopen this window.”: create the reason codes first.
“Could not connect to the Exact Globe division. Check that the division is set up correctly (TIPP Backoffice Connection page) and that the database server is reachable, then try again.”: a connection problem. Contact your administrator.
“Enter a valid return date.”: the Return date is empty or invalid. Enter a date.
“Select at least one line with a quantity to return.” and “No lines with a quantity to return.”: no selected line has a quantity above 0.
“Line N (item): select a reason code.” and the Exact Globe note “Exact Globe requires one on every RMA line”: choose a Reason on that line.
“Line N (item): pick the location the goods are returned to.”: choose Return to on that line.
“Line N (item): enter the serial number(s) being returned.” and “Line N (item): X serial number(s) entered but “Return now” is Y.”: the count of serial numbers must equal Return now.
“Line N (item): enter the batch number being returned.”: fill the batch number.
“Line N (item): the total “Return now” across its rows is X but only Y was delivered and not yet returned.”: lower the quantities on that line.
“Line N (item) has nothing left to return (it may have been returned by another user). Close this window and click Return again to see the current lines.”: someone else returned it. Reopen the window.
“The RMA order could not be created. Nothing was posted.”: creating the RMA failed. The reason from Exact Globe follows. Fix it and click Process again.
“RMA order N could not be authorized.”: authorize the RMA in Exact Globe, or retry.
“RMA order N is not authorized (checked in the database), so the goods cannot be received yet. Authorize the RMA in Exact Globe, then receive it there (Order, Entries, Returns).”: do exactly that.
“The goods of RMA order N could not be received. The RMA exists and is authorized: finish it in Exact Globe (Order, Entries, Returns) or retry.”: the RMA is already created. Do not create another one; finish it in Exact Globe.
“The TIPP Transactions service did not accept the request from Synergy (not authorised), so nothing was posted.”: the TIPP Transactions installation needs repair. Ask your TIPP administrator or TICE-IT (tipp@tice-it.com).
“Could not reach TIPP Transactions”: the TIPP Transactions service is not running or not reachable. Contact your administrator.
A message mentioning an add-on initialisation problem: in Exact Globe open System, General, Settings, Add-ons, click Initialise under Actions, then click Start in the pop-up, and retry.
A message that the back office returned an HTML page: your session probably expired. Refresh, sign in again and retry.

What you cannot do here

You cannot change the RMA lines afterwards. The page notes that this is only possible in Exact Globe.
You cannot return more than delivered minus already returned.
You cannot return shipping, payment or charge lines, or lines that were never delivered.
You cannot make a second RMA from the same window after one has been created; reopen the order instead.
You cannot print the return note here. Print it in Exact Globe.
Without a TIPP PRO license nothing can be processed.

TIPP sales order page: the Return button opens this window, and the order is refreshed when this window closes.
Exact Globe, Order, Entries, Returns: where to receive or finish an RMA that was not completed here.
Exact Globe, Order, Entries, RMA orders: where to find the created RMA.
TIPP Backoffice Connection: setup of the connection to Exact Globe.
License Management: check that your TIPP PRO license is valid.

Common questions

What does Return – Create RMA do?

It creates an RMA order in Exact Globe from a delivered sales order, and can authorize it and receive the goods back into stock, all in one run.

How do I return goods for a sales order?

Click Return on the sales order, select the lines, check Return now, choose a Reason, and click Process. When all steps show a check mark the window closes by itself.

Why is Process disabled?

Because the page cannot return anything: the customer is blocked, everything was already returned, no RMA reason codes exist, or the order was not found. The red message at the top says which.

Why do I not see some lines of the order?

Only lines with a delivered quantity not yet returned are shown. Shipping, payment and charge lines, undelivered lines and fully returned lines are hidden.

What does Credit do?

When ticked, the RMA line carries the net price of the original order line so the customer is credited. When unticked the price is 0.

What does To be received mean?

The goods come back into stock in this run. Untick it for lines that are not physically back yet; they can be received later in Exact Globe.

Why must I choose a reason?

Exact Globe requires a reason code on every RMA line. Use Default reason to fill all lines at once.

Why is there no Authorize RMA option?

The option only appears when your Exact Globe administration requires RMAs to be authorized. Otherwise the Authorize RMA step reads “Not required in this administration”.

The RMA was created but the goods were not received. What now?

Finish it in Exact Globe under Order, Entries, Returns, after authorizing the RMA if needed. Do not click Process again; this window will not create a second RMA.

How do I return serial numbers?

Type the serial numbers in Serial/Batch separated by spaces, commas or semicolons. The count must match Return now.

Where is the Return to column?

It only appears when Exact Globe uses warehouse locations. Without them no location is needed.

Why does it say I need a PRO license?

Return – Create RMA is a TIPP PRO transaction. Check License Management and contact TICE-IT if your license is a different tier.