About predefined order types for customer returns

Credit note (CM)

A document with the CM order type is used to account for unauthorised returns from customers; this order includes a reference to the original invoice.
For each line of the order, you should specify a reason code, warehouse, and location.
When this document is released, the system generates an issue of the Credit note type in the Inventory workspace (which updates the availability data) and a credit note in Customer ledger.

Return for credit (RC)

You use a document of this type to authorise customer returns for credit in the amount of the returned goods only.
By customer request, an order (of the RC type) is created and its printed or electronic copy is sent to the customer to accompany the goods the customer intends to return.

If the items to be returned have specific lot or serial numbers, you can select these particular items from the list of issued items, transfer them from the original invoice (by adding this invoice), or type them manually.

Once the goods have been returned, the received goods are returned to inventory, and the customer receives money back.
For the RC sales order, you create a shipment of the Receipt type by using the Create receipt action on the Actions menu of the Sales orders (SO301000) window.
Once the shipment has been confirmed, you generate a credit note in the Customer ledger and Inventory workspaces by clicking Prepare invoice on the Actions menu of the Sales orders (SO301000) window.

For detailed instructions on processing return orders of the RC type, see: Process returns for credit (RC).

Return with replacement (RR)

You create an order with the RR type for authorisation of a customer return with an exact replacement.
Once you create an order with this type, its printed or electronic copy is sent to the customer.
The customer then returns the rejected goods according to this order, the goods are returned to inventory, and the customer receives a replacement for the rejected goods.

When you create an order of the RR type, you fill in the lines for the items to be returned (or select the appropriate invoices) and select Receipt as the transaction type for these lines.

If the items to be returned have specific lot or serial numbers, you can select these particular items from the list of issued items, transfer them from the original invoice (by adding this invoice), or type them manually.

An order of the RR type for each line with the Receipt transaction type should have a line with Issue as the transaction type for a replacement item.
You can add an Issue type line ((or multiple lines of this type)multiple lines of this type) manually.
Alternatively, as long as the item in each Receipt-type line is not tracked by serial or lot numbers, you can select the Auto-create issue check box for the line. Then (on saving) the system will add the corresponding Issue type lines automatically by copying the details from the Receipt-type lines.
The processing of an order of the RR type includes the following stages:

Receiving the returned items
You create shipment of the Receipt type by using the Create receipt action on the Actions menu of the Sales orders (SO301000) window.
Once the shipment has been confirmed, you click Update inventory on the Actions menu in the Sales orders (SO301000) window to generate an appropriate inventory transaction and to update the item availability data.
Shipping the replacement items
In the Shipments (SO302000) window, for this RR order, you create a shipment with the Issue operation, confirm it, and update the data in the Inventory workspace (by clicking Update inventory in the toolbar, as described in the previous stage).

No documents in the Customer ledger workspace are generated for an RR order.
For detailed instructions on processing return orders of the RR type, see: Process returns with replacement (RR).

Generic authorised return (RM)

RM is the basic order type used for authorised returns.

You use a document of this type for authorisation of customer returns.

By customer request, the order is created and a printed or electronic copy is sent to the customer to accompany the goods to be returned.

Once the goods are received by your organisation, they are returned to inventory, and the customer receives other goods instead.

Any shipping charges on returns and on replacements can be reflected.

When creating an order of the RM type, you fill in the lines for the items to be returned (by typing the details manually or by selecting the appropriate invoices) and select Receipt as the transaction type for these lines. For each line with the Receipt transaction type, an order of the RM type should have a line with the Issue transaction type for a replacement item.

You can add an Issue type line (or multiple lines of this type) manually.
Alternatively, as long as the item in each Receipt type line is not tracked by serial or lot numbers, you can select the Auto-create issue check box for the line. Then the system will add the corresponding Issue type lines automatically by copying the details from the Receipt type lines.

The processing of an order of the RM type includes the following stages:

Receiving the returned items
You create a new order of the RM type for the items to be returned, and then you create a shipment of the Receipt type by using the Create receipt action on the Actions menu of the Sales orders (SO301000) window.
Once the shipment has been confirmed, you generate a credit note in the Customer ledger and Inventory workspaces by clicking Prepare invoice on the Actions menu in the Sales orders (SO301000) window.
Shipping the replacement items
For the Issue-type lines of the RM order, you create a shipment, confirm it, and prepare an invoice.

For detailed instructions on processing return orders of the RM type, see: Process authorised returns (RM).