Order Manager
Version 8
Order Manager
Version 8
Contents of this Topic: Show
This topic explains how to return or exchange products through Monsoon Order Manager. The customer can be charged additional fees for any of the following services.
A simple Return occurs when a customer sends/brings a product back to a storefront or warehouse and receives a refund or store credit. No RMA is created, and no replacement product is provided.
A Return/Exchange occurs when a customer brings/sends one or more products back and one or more replacement items are handed to or sent to the customer. An RMA may or may not be created.
An RMA is an authorization number generated by the program which identifies the returned/exchanged items in a given order. The customer calls ahead to validate the return/exchange of one or more items before they mail the item(s) back to you.
RMAs can only be generated in the Monsoon Order Manager and they can only be received in the Monsoon Fulfillment Manager. Once an item on an RMA is received, you can no longer cancel the return, or "UNRETURN" it.
RMAs are numbered sequentially, starting with the number 1. The RMA sequence number is appended to the Monsoon Order Manager Order Number, separated by a dash, creating unique RMA numbers for as many returns or exchanges as are needed for a given order. Before creating RMAs, please review and set related system parameters according to your method of operations. Define RMA reasons, and add RMA email tags to an email template in the Monsoon Order Manager.
Using RMAs is the preferred workflow but the program also allows you to handle simple returns in the Monsoon Order Manager or the Monsoon Fulfillment Manager.
When a simple return is created in the Monsoon Fulfillment Manager, it is called an Unsolicited Return, meaning the customer shipped the product back to a warehouse without contacting you first and the order from which it came is unknown. After entering whatever information is available into the system at the warehouse, the product information and new QOH is sent to the Monsoon Order Manager, where it can be reviewed and matched to an order or RMA. When such a return arrives at the Monsoon Order Manager, a Sync Alert is posted. Select the return alert to open the Unsolicited Returns Processing screen.
When a simple return or return/exchange is created in the Monsoon Order Manager, it is considered to be a walk-in transaction which takes place immediately – there is no option to ship the exchanged item. The enterprise ATP and physical QOH of the product at the warehouse is increased by the number of units being added back to inventory, while the number of damaged or discarded items are ignored.
The Returns and Exchanges and Outstanding RMAs reports provide information about these activities.
Please review the Returns and Exchanges parameter group to take advantage of time-saving settings and to tailor the program to your operational procedures.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange in the Accordion.
Select Create a new Return/Exchange/RMA.
Select Let's Go!
Select the name of the staff member creating the return from Entered By or set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of the system parameter.
Select the Warehouse.
Would you like to generate an RMA? is selected by default. Leave this as is. If cleared, no RMA is generated.
Select a Reason for RMA. You can predefine a list of reasons or add one on the fly. Refer to List Maintenance for more information about pre-defining RMA Reasons and system parameter RMAAllowNewReasons.
Optional: Select an RMA Status. Refer to List Maintenance for more information about defining statuses.
Optional: Enter the Date Expected or use the Calendar icon.
Select Next.
Select Return in row of the items being returned. If all items in the order are returned, select Mark All.
The entire quantity ordered is automatically populated in Return Q. Over-type the value to correctly indicate the number of units being returned.
Select Next.
If the customer was sent the wrong product, enter the actual SKU they received in SKU Sent.
Optional: Enter text in Notes.
Select Next.
.
We are not creating an exchange, so select Next.
Optional: Select Add Note to enter some additional information about the return.
Select OK to add the note and respond OK to the spell check complete message.
Select Next.
Optional: If any additional fees or credits apply to this return, make the appropriate selections on the Fees and Credits screen. You must select the check box for a given section to make the other fields active. Fees and credits can be set automatically through the system parameters in the Returns Exchanges RMAs group. Refer to Explanation of Fees and Credits for more information.
Select Next.
Review the Summary data.
If it is necessary to make changes, select Back or Start Over.
Select Save when the summary data is correct.
The Return/RMA is sent to the appropriate warehouse, where it can be "received" into the system upon the item's arrival.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange in the Accordion.
Select Create a new Return/Exchange/RMAs.
Select Let's Go!
Select the name of the staff member creating the exchange in Entered By or set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of this system parameter.
Select the Warehouse.
Would you like to generate an RMA? is selected by default. Leave this field selected.
Choose a Reason for RMA. Refer to List Maintenance for more information about pre-defining RMA reasons, or set system parameter RMAsAllowNewReasons to TRUE to define them on the fly.
Optional: Enter an RMA Status. Refer to List Maintenance for more information about adding statuses.
Optional: Enter a Date Expected, or use the Calendar icon.
Select Next.
Select Return in the row of each item being returned. If all line items are being returned, select Mark All.
Enter the quantity being returned in Return Q. The entire quantity returned is entered by default.
If the customer was sent the wrong product, enter the actual SKU they received in SKU Sent.
Optional: Enter text in Notes.
Select Next.
If the customer was sent the wrong product, enter the actual SKU they received in SKU Sent.
Optional: Enter text in Notes.
Select Next.
Select Yes in response to Would you like to create an Exchange?
Choose when to send the replacement items:
Now (selected by default)
Once the first returned item is received
Once all of the returned items are received
Select Next.
Select Send Replacements to order the same product or products in the same quantities as those being returned.
Alternately, select a different product from SKU or use Search to locate the replacement product. The quantity defaults to 1, however, you can edit the number in the QTY field. The Price and Price Level information is pulled from the product inventory record, but you can change it here as well. Select Add.
Select Next. Select Add Note to record more information about the return/exchange. Select OK to save the note.
Select Next. The Fees and Credits screen is where you can apply fees or credits to the exchange. Select a fee and/or credit category to activate the other fields on the form. Fees and credits can automatically be set through system parameters in the Returns Exchanges RMAs group. For more information, see Explanation of Fees and Credits.
Select Next.
Review the Summary data.
Select Save when you are ready to create the return/exchange. If it is necessary to make changes, select Back or Start Over.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange in the Accordion.
The Create a new Return/Exchange/RMA is selected by default.
Select Let's Go!
Select the name of the staff member creating the return from Entered By or set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of this system parameter.
Select the Warehouse.
Would you like to generate an RMA? is selected by default. Clear this field.
Select Next.
Select Return in the row of the item being returned.
Enter the quantity returned in Return Q.
Specify the disposition of the item or items, by entering the number of units being returned to inventory (ATP), Returned to a Vendor, or Discarded.
If the customer was sent the wrong product, enter the actual SKU they received in SKU Sent.
Optional: Enter text in Notes.
Select Next.
.
We are not creating an exchange, so select Next.
Optional: Select Add Note to enter some additional information about the return.
Select OK to add the note and respond to the spell check complete message.
Select Next.
The Fees and Credits screen is where you can apply new fees or credits for the return. Select a fee and/or credit category to activate the other fields on the form. Fees and credits can be defined automatically through the system parameters in the Returns Exchanges and RMAs group. For more information, see the Explanation of Fees and Credits.
Select Next.
Review the Summary data.
If it Select Save when the summary data is correct.
If it is necessary to make changes, select Back or Start Over.
You can cancel a Return until it is received.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange.
Select Cancel an existing Return/RMA.
Select Let's Go!
Select a user from Canceled By. To auto-populate this field, set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of this system parameter.
Clear Would you like to cancel an RMA*?.
Select Next.
Select Unreturn in the row of the item that is no longer being returned. The Q to Unreturn is set to equal # Can Unreturn. The To ATP, To Vendor, and To Discard fields remain the same, reflecting the state of the return when it was created.
Select Next to move to the Fees and Credits page. Fees or credits may be automatically populated on this form based on the original Return/RMA.
Select Next to continue to the Summary page.
Review the information in the Summary and if correct, select Save. Otherwise, select Back to make changes, Start Over to begin the process again, or Close without saving.
You can edit an RMA until it is received, however, you cannot change the warehouse to which it is assigned.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange.
Select Edit existing RMA information.
Select Let's Go!
Select a user from Edited By. To auto-populate this field to the current user, set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of this system parameter.
Make changes in any enabled fields on this screen or proceed to the next screens to make changes there as well.
When all the changes are made and you have arrived at the last screen in the sequence, select Save.
It is possible to cancel an RMA until it is received, but it is not possible to delete an RMA.
Go to Main Menu>Process My Orders>View & Process My Orders.
Navigate to the order.
Select the Items tab.
Select Return/Exchange.
Select Cancel an existing Return/RMA
Select Let's Go!
Select a name in Edited By. To auto-populate this field to the current user, set system parameter RMASetToCurrentUser to TRUE. The security system must be enabled to take advantage of this system parameter.
Would you like to cancel an RMA? should already be selected.
Select the RMA you wish to cancel from Please select your RMA.
Select Next.
If you care to enter explanatory text about canceling the RMA, select Add Note. After entering the data select OK. If system parameter CheckSpelling = TRUE, respond OK to the spelling check.
Select Next to arrive at the Fees and Credits tab.
Select Next to arrive at the last tab.
Select Save.
A message box stating "Returns Cancelled" is displayed. Select OK to complete the process.
When an unsolicited return is received by the Monsoon Order Manager, a Sync Alert message is created and the red Process tab appears.
Go to Main Menu>Run My Reports>Run My Management Reports
Select the Outstanding RMAs report from the Standard Reports tab.
Select Preview to see the report on the screen or Print to send the report to the printer.
| System Parameter | Purpose and Choices |
| AllowDoRMAs | If TRUE, at Process Orders, the user will be able to enter and edit RMA (Return Authorization) data. If FALSE, they will not be able to do that. Controls whether the Generate RMA option one of the possible choices when creating an return/exchange. |
| GenerateRMAsDefault | Controls the default state of the ”Generate RMA” option when you select the Return/Exchange button |
| OutstandingRMATemplate | Name of report to use for printing Outstanding RMA list. |
| ReturnFeeCalcType | NONE - System will not calculate a fee for returns. FLAT - System will charge the amount entered into the ReturnFeeCalcValue parameter for each return action (one or more items can be returned during a single return action). PER ITEM - System will multiply the amount in the ReturnFeeCalcValue by the number of units returned. PERCENT - System will apply the percentage value entered into the ReturnFeeCalcValue parameter to the total retail value of the returned items. |
| ReturnFeeCalcValue | Based on the value selected for ReturnFeeCalcType parameter, enter the dollar amount or percentage to use when calculating fees for returns. |
| ExchangeFeeCalcType | NONE - System will not calculate a fee for exchanges. FLAT - System will charge the amount entered into the ExchangeFeeCalcValue parameter for the exchange order. PER ITEM - System will multiply the amount in the ExchangeFeeCalcValue to the number of units being exchanged. PERCENT - System will apply the percentage value entered into the ExchangeFeeCalcValue parameter to the total retail value of the exchange items. |
| ExchangeFeeCalcValue | Based on the value selected for ExchangeFeeCalcType parameter, enter the dollar amount or percentage to use when calculating fees for exchanges. |
| ShippingCreditCalcType | NONE - System will not calculate a shipping credit for returns. FLAT - System will charge the amount entered into the ReturnShippingCreditCalcValue parameter for each return action (one or more items can be returned in a single return action). If the ReturnShippingCreditCalcValue is set to zero, the system will use the remaining shipping amount on the original order. PER ITEM - System will multiply the amount in the ReturnShippingCreditCalcValue to the number of units being returned. PERCENT - System will apply the percentage value entered into the ReturnShippingCreditCalcValue parameter to the remaining shipping amount on the original order. |
| ExchangeDefaultShippingMethod | The default shipping method for an exchange order when Apply Shipping Fees To Exchange is selected on the RMAs screen; Shipping Fees can be $0. |
| ExchangeShippingFeeAmount | Flat dollar amount to charge for shipping exchange orders. |
| RMAAllowNewReasons | If FALSE, reasons for RMAs will have to be selected from a pre-defined list (entered at the List Maintenance form); if TRUE, users can select to mouse "left-select" on an object, usually a row in a table, in the context of Order Manager documentation from the list or enter new reasons. |
| RMACreatedDefaultEmail | If a template name is entered here, that will be the default email template selected when a new RMA is issued. |
| RMAIssuedStatus | If text is entered here, that text will be inserted into the Status field in the Order Details table when an RMA is issued for an item. Any text already present in the Status field will be lost. If nothing is entered here, the Status field will not be affected. Note that this status will be set even if the RMA does not apply to the total quantity of the line item. |
| RMAReceivedDefaultEmail | If a template name is entered here, that will be the default email template selected when anything is received against an RMA. |
| RMAReceivedStatus | If text is entered here, that text will be inserted into the Status field in the Order Details table when the total authorized return quantity of an RMA has been received. Any text already present in the Status field will be lost. If nothing is entered here, the Status field will not be affected. Note that this status will be set even if the RMA does not apply to the total quantity of the line item. |
| RMASetToCurrentUser | If user security is on or a default user is specified, set this to true to have the Returns, Exchanges & RMAs system automatically set the user when the form opens (parameter is set to True by default). |
The program is able to apply Restocking Fees or Shipping Credits for Returns and Additional Fees or Shipping Fees for Exchanges.
Select the appropriate check box for the type of fee or credit being applied.
Choose whether to apply the fee immediately (Now), When the first item is received or When all returned items are received.
Decide whether to apply the fee or credit to the New order or to the Original order.
You have the choice of applying the fee or credit as a Flat dollar value, a dollar value per Unit, or as a specific Percentage of the total purchase price of the returned items.
Press Enter or Tab to see the calculated charges.
If a Shipping Fee is applied to an Exchange, select a Shipping Method and select Residential or Saturday Delivery, if applicable to the carrier's shipping method. Get Rates opens the rate shopping system, where you can choose a particular shipping method of either UPS or USPS, provided the carrier settings are configured. Requires the integrated shipping software solutions to be configured before rate shopping can be utilized.
Select Next when finished with Fees and Credits.
Receiving RMAs in the Monsoon Fulfillment Manager
How to Process an Unsolicited Return