Hello Community members,
I looking for your suggestion on how to process return items that need to be send back to the supplier before we made a decision on how to take care of the customer. The shop is running RMS Ver. 2.0.1006, SQLExpress 2012, Win7 Pro with all the lasted patch and updates.
We have two scenarios. Scenario-1: Customer returns an item sold in a single or with other items in the sale transaction. Scenario-2: Customer returns an item that was sold as a kit in the sale transaction.
Looking for recommendations on best business practice to:
1. In RMS, Sale clerk receive the item and provide the customer with a document for accountability and status tracking. No refund is given to the customer at this time.
2. Depending how it gets process in RMS then the item is transfer to supplier for resolution.
3. Item status is track and status is maintains so when customer call clerk can easily update him on the status.
Problems we have:
1. Following the RMS return process force the clerk to issue a refund to the customer (No good for us)
2. Getting the item into the offline inventory and then doing transfer out to the supplier create the problem that we lose visibility on the item status since RMS do not track or maintain any history.
The above is the same for scenario-2 but with the complexity that we cannot figure out how to manage a single item return from a kit sale. RMS process wants to refund the entire kit.
To complete the process we need close out after we get confirmation from the supplier on what they going to do:
If supplier replace or repair the item no much of a problem here, since we can just return the item to the customer. Providing we can track in RMS.
If we receive a credit from supplier what is needed to be updated in RMS?
Thanks in advance
Marc