Customers might return items, e.g., in case of a wrong delivery or a product being broken after receipt. Once the returned item has been received, it could be necessary to register it in Dynamics. The received return item can be stored again, be scrapped, or it might be sent back to the supplier. Dynamics has a few possibilities to facilitate the receiving process for returns, for instance by creating a return order and registering the return item details in the warehouse app.
The picture below demonstrates two possible return item flows in Dynamics 365 SCM:
As mentioned in my previous blog, I will publish two blogs about unannounced returns. The first blog deals with the receival process for an unannounced return without return details (Blind Return). With this feature, warehouse workers can process returns by simply entering a customer account.
This blog focuses on the receipt of a return item with return details included. When return details are available, the warehouse worker needs to enter an identification number with respect to the sales order. The return details include information such as the item and return date. The return date is the deadline by which customers can return their items.
What are the benefits of using the feature ‘unannounced returns’ for businesses?
- No need to create the return order before the registration
- An easy and efficient registration process for returns
- Improved flexibility in handling unexpected returns
Configuration
1. The parameters ‘Enable return details creation’ and ‘Enable return order creation from mobile device need to be enabled.
2. A disposition code should be available. The disposition code is needed to determine the inventory status, work template, and the return disposition code. When the warehouse worker registers a return, this setup determines, for instance, which inventory status should be applied.
3. A return disposition code needs to be configured. This code is necessary for the follow-up actions after the registration of the return. For instance, it determines whether a customer should receive a credit or not.
4. A return policy needs to be configured. The return policy includes the option to configure whether returning is allowed for all items, only a group of items, or specific items. It also enables the configuration of the number of days that is allowed for the receipt of returns. E.g., a returned item will not be accepted after 30 days upon the initial shipment.
5. A returned item receiving policy. This policy is needed for mobile menu items that are used for the registration of received return items. It also determines whether the ‘blind return’ or ‘return details’ flow is used.
6. A mobile device menu item with the following setup:
- Generate license plate > yes
- Display disposition code > yes
- Return item receiving policy > RICP RD
7. Two mobile device menu items for the overview of the return put away work and the execution of the return put away work.
8. The mobile device menu items need to be linked to a mobile device menu.
9. A work template for the return orders. The work template is used for the work creation during the registration.
10. A location directive for return orders. The location directive is needed to determine the put away location of the return items.
Demonstration
1. An invoiced sales order
2. The return details of the invoiced sales order. The return details include information such as the return until date and item number.
3. The warehouse worker opens the ‘Inbound’ menu item on the mobile device.
4. The warehouse worker clicks on the menu item ‘Return details receipt’.
5. The warehouse worker enters the return ID.
6. The warehouse worker should scan or enter the item number.
7. Confirmation of the proposed license plate.
8. The warehouse worker is asked to select the quantity.
9. The warehouse worker needs to select the appropriate disposition code, for instance ‘RMA Credit’.
10. The warehouse worker needs to click on the ‘LP complete’ button to complete the registration of the received returns.
11. The warehouse worker confirms the inserted data. Once confirmed, the return order will be created.
12. A return order has been created automatically. The status of the return order line is now registered.
13. The user can view the created put away work from the menu item ‘Blind return overview’.
14. The warehouse worker starts the execution of the put away work by selecting the relevant tile.
15. Confirmation of the put away location.
16. The packing slip of the sales order (order type = return order) can be posted.
17. The invoice can be posted for the purpose of the credit note.
18. The return order being closed.
