Customer return, but no products shipped back - Big box retailer customer

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Posted on by KimJohnson

Hi All,

I'm a manufacturer. I sell furniture to a big box retailer, example, Walmt. When Walmt's customer returns a chair to Walmt, Walmt doesn't ship that chair back to me as a return, instead, they scrap it and deduct the price of that chair from my total SO.

Since I don't receive that return, I wouldn't need to process a SO return. But there were instances that they created 2 debit memo for the same item. This means they deducted 2 times for 1 /defected/ item.

What would you do to track the return items so that when the retailer over deducted the return, you can tell them to give you the money back? Thanks so much!

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AR-01121610-0 4,969 Moderator on at

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Hy,

you could establish the D365FO Standard "Return Material Authorization" (RMA) Process.

This covers that you acknowledge a Return order (item & qty) and you sent a confirmation of RMA to your customer.

Then only theses goods that have been valid RMA ID and confirmed acknowledgment from your System should be allowed that they request a credit note.

The credit note that you create is based on the acknowledged quanity of that RMA ID.

Hope this helps.

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André Arnaud de Cal... 303,273 Super User 2026 Season 1 on at

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Hi,

As Andreas mentioned, you can use return orders. For this process, you can set up different disposition codes. You can then manage that goods will not be physically returned but you can create a credit note out of it and keep track of returns to prevent duplicate returns.

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