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Return for Credit / Serial Number Problem

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Posted on by Community Member Microsoft Employee
I have a problem with a shipper that is new to me. On a shipper of order type RFC (Return for Credit), I am trying to issue credit to a customer for a serial numbered item. When I try to select/enter the serial number which was originally sold to this client, I get the following message: System Message 15422 Line item : Serial Number is already referenced on another shipper or manual order. I have verified through Inquiry screens and directly in the database (Location, LotSerMst, ItemSite, etc) that no other shipper or order are in open or unreleased statuses for this item. All previous transactions for either this part number and/or this serial number have been completed, with the last transaction being the sale which we are trying to credit. I am out of ideas in looking to find what is causing the system to think this item/serial number is already being allocated for.
  • Chris McCoy Profile Picture
    Chris McCoy 782 on at
    RE: Return for Credit / Serial Number Problem

    Randall,

    Then I am at a loss. Sorry :-(

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Return for Credit / Serial Number Problem

    Chris:

    Thanks for the info, however, these are the step we followed.

    Just to be certain, we cancelled everything as you recommended, and followed your steps. The resulting error is exactly the same, the serial number is not being populated automatically, and when it is put in manually, it throws the same error.

  • Chris McCoy Profile Picture
    Chris McCoy 782 on at
    RE: Return for Credit / Serial Number Problem

    Okay, RFC's are different...I would recommend canceling the order and starting fresh :-)

    After you put the customer id in and change the order type to RFC, put your cursor in the inventory id field down below and click the RMA button at the bottom of the Sales Order Entry Screen. This will display all the closed shippers for the customer. If the shipper had only one item on it, you can select it from the summary tab, if it is more that one item on the shipper and they are returning just one item you need to select the details tab.

    I'd take a look at the Order Management User Guide, they have step by step instructions for processing an RFC order.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Return for Credit / Serial Number Problem

    The new order is not directly tied to the original in which it was sold.

    The return 'sales order' contains the line item, but does not allow for a serial number to be entered (Bin/Lot/Ser button is greyed out). This is the only line on the RFC sales order.

    From that, we created a shipper, at which point it prompts that the serial number needs to be selected. When the Bin/Lot/Ser button is clicked, we get a list of serial numbers with the intended serial number listed. However, when it is selected, the error message appears.

  • Chris McCoy Profile Picture
    Chris McCoy 782 on at
    RE: Return for Credit / Serial Number Problem

    Are you entering the item directly onto the shipper? or on the RFC are you selecting the shipper that you originally shipped the goods out on?

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