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Dynamics 365 Community / Forums / Microsoft Dynamics GP (Archived) / Close RMA that has not...
Microsoft Dynamics GP (Archived)

Close RMA that has not been received

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Posted on by Community Member Microsoft Employee

We have several cross ship RMAs that we need to close.  On each of these RMAs we shipped the items to the customer, invoiced them and received payment.  The customers on these RMAs are now not going to return the items.  We can't delete the line items or void the RMA because there are items shipped on them and there were SOP documents created.  How can we close these RMAs?

And while we are on the RMA topic....does anyone know of a good place to find documentation on RMAs/RTVs?  The documentation provided by Microsoft does not cover anything that falls outside of normal processing.  

Thanks,

Marilyn

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Close RMA that has not been received

    Hi Marilyn,

    Were you able to get an answer to your question. I am currently implementing the Returns Management module and I can foresee us getting into the same situation for non-returns. I am inclined to use the GP Invoice item to charge the customer for non-returns. But it will be created only during RMA closure which is dependent on RMA return.

    Please let me know if how you are handling this scenario.

    Regards,

    Giri

  • Suggested answer
    Josh P Profile Picture
    Josh P 2,895 on at
    RE: Close RMA that has not been received

    Great,

    When you identify the customer is going to keep the item, you then invoice the customer for the cross-ship item from the order instead of receiving and crediting the replacement item? How are you normally invoicing the customer for the return item?

    If you are sending a new invoice instead of converting the original order created in the RMA system, you should be able to simply return the item as if you did receive it, and return the item to inventory.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Close RMA that has not been received

    Yes, those are the steps that we use and the RMA module works in that case.  But in real life, the customer  does not always return the item they said they were going to return and they pay the invoice that was created when we shipped the replacement item to them.  We have RMAs that are almost two years old that we cannot close.  We would not even accept the item if the customer returned it now.

    We don't want to "receive" the items just to get the RMA to close then do an inventory adjustment to remove them because it would remove all those serial numbers and warranty information out from under the customer.  We rely on that information to support our customers.

    Thanks,

    Marilyn

  • Suggested answer
    Josh P Profile Picture
    Josh P 2,895 on at
    RE: Close RMA that has not been received

    Morning Marilyn,

    My understanding is your scenario is that you have a customer that is returning something, and you are going to ship the replacement prior to receiving the customer's return.

    These are the general steps you should be taking as a high level best practices overview:

    1. Create the RMA, assign the customer's previous invoice to it, and set the inventory item(s) to be returned
    2. Use the cross-ship option to send the item to the customer which creates a new order to the customer (it is my understanding your process stops here?)
    3. The item is returned by the customer, and you decide how to process it, or you return the item to your inventory.
    4. The RMA can now be closed. 

    You wouldn't be able to close or remove an RMA until both sides of the cross-ship has taken place because the system needs to credit that order created in the cross-ship process when the inventory(ies) were sent out to the customer for replacement. Is the above outline the same process you are currently using for this scenario?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Close RMA that has not been received

    Yes, I tried changing both the RMA status and the line item status to ready to close, but nothing I do will get the RMA to show up in the RMA closing window.  If we have not shipped anything out on the RMA (cross ship) it will let me delete the line, then close the RMA.  But the RMAs that are remaining to be closed are all cross ships with the items already sent to the customer.

    Thanks,

    Marilyn

  • Josh P Profile Picture
    Josh P 2,895 on at
    RE: Close RMA that has not been received

    Sorry Marilyn, I think it is late in the day, and maybe I'm not reading completely enough. Let's try this again.

    What is preventing you from simply closing out the RMA? Have you tried setting the RMA to "Ready To Close" in the RMA Entry / Update window, then closing the RMA through the normal close process?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Close RMA that has not been received

    Thanks for the response.  Maybe I was not clear enough in my question.  This is what I am trying to do, but the documents I am trying to close are in the RMA module, not in SOP.  We want to close them so they don't continue to show up on our open RMA reports.  Also, if one of these customers does end up wanting to return one of these items, we would not be able to create a new RMA since the serial numbers are already on some of these old RMAs that are still open.

  • Josh P Profile Picture
    Josh P 2,895 on at
    RE: Close RMA that has not been received

    Hi Marilyn,

    I believe what you need can be found in:

    Microsoft Dynamics GP > Tools > Utilities > Sales > Reconcile - Remove Sales Documents

    Remove completed documents with a filter of your choosing, or run it against everything. This will also get rid of completed / partially fulfilled sales documents that have their line item quantities set to 0.00 because the customer has changed their mind.

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