{"id":218,"date":"2019-04-03T14:41:03","date_gmt":"2019-04-03T14:41:03","guid":{"rendered":"https:\/\/stoneedge.com\/kb\/?post_type=ht_kb&#038;p=218"},"modified":"2019-06-24T20:25:00","modified_gmt":"2019-06-24T20:25:00","slug":"rmas-exchanges-and-returns","status":"publish","type":"ht_kb","link":"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/","title":{"rendered":"RMAs, Exchanges and Returns"},"content":{"rendered":"<h2>Overview<\/h2>\n<ul>\n<li class=\"BulletedList\">This topic explains how to return or exchange products through\u00a0<span style=\"font-size: small;\">SEOM<\/span>, with or without an RMA (Return Materials Authorization).<\/li>\n<li class=\"BulletedList\">A\u00a0<strong>Return\u00a0<\/strong>occurs when your customer sends a product back to you for credit or a refund and no replacement product is sent.<\/li>\n<li class=\"BulletedList\">An\u00a0<strong>Exchange\u00a0<\/strong>occurs when you customer returns a product and you send them one or more replacements for it.<\/li>\n<li class=\"BulletedList\">Either of these conditions may result in additional charges to the customer.<\/li>\n<li class=\"BulletedList\">An\u00a0<strong>RMA\u00a0<\/strong>is an authorization for the return or exchange, generally sent to the customer before they send the item(s) back to you. RMAs help you keep track of your returns and exchanges.<\/li>\n<li class=\"BulletedList\">RMAs are numbered sequentially, beginning with the number 1. The RMA sequence number is appended to the\u00a0<span style=\"font-size: small;\">SEOM<\/span>\u00a0Order Number, separated by a dash, creating unique RMA numbers for as many returns or exchanges as are needed.<\/li>\n<li class=\"BulletedList\">Before generating RMAs, review and set related system parameters according to your method of operations, define RMA reasons, and\u00a0add RMA email tags to an email template.<\/li>\n<\/ul>\n<h2>How to Process an RMA, Exchange or Return<\/h2>\n<p>Follow these seven preliminary steps which are common to all Returns and Exchanges, with or without generating RMAs.<\/p>\n<p>Then follow the directions later in this topic for the specific action you want to take, such as processing a return without generating an RMA, or creating an exchange with an RMA.<\/p>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Process My Orders&gt;View &amp; Process My Orders.<\/i><\/li>\n<li class=\"NumberedList\">Navigate to the order.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Items<\/strong>\u00a0tab.<\/li>\n<li class=\"NumberedList\">Select the line item being returned.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Return\/Exchange<\/strong>\u00a0in the Accordion.<\/li>\n<li class=\"NumberedList\">The\u00a0<strong>Create a new return\/Exchange<\/strong>\u00a0radio button is selected by default.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Let&#8217;s Go!<\/strong><\/li>\n<\/ol>\n<div>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-1223\" src=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1.jpg\" alt=\"\" width=\"578\" height=\"344\" srcset=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1.jpg 578w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1-300x179.jpg 300w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1-50x30.jpg 50w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1-60x36.jpg 60w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1-100x60.jpg 100w\" sizes=\"(max-width: 578px) 100vw, 578px\" \/><\/p>\n<p>Process Orders: RMAs<\/p>\n<h3>Process a Simple Return (No RMA)<\/h3>\n<\/div>\n<ol>\n<li class=\"NumberedList\">Select the name of the staff member creating the return from the <strong>Entered By<\/strong> drop-down list.<\/li>\n<li class=\"NumberedList\">Click\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Return\u00a0<\/strong>box in the row of the line item being returned.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned in the\u00a0<strong>Return Q<\/strong>\u00a0column. Also enter quantity information in the following areas as applicable. The sum of these fields must equal the value in\u00a0<strong>Return Q<\/strong>:\n<ol>\n<li class=\"NumberedList\">Enter the quantity to put back into your inventory (items that can be resold) in the <strong>QOH<\/strong> column.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned to the supplier in the\u00a0<strong>Vendor\u00a0<\/strong>column, if the drop-ship item is being returned to the drop-ship supplier and can be resold.<\/li>\n<li class=\"NumberedList\">If items are damaged an cannot be resold, enter the quantity in the\u00a0<strong>Discard\u00a0<\/strong>column.<\/li>\n<\/ol>\n<\/li>\n<li class=\"NumberedList\">If the customer was sent the wrong product, enter the actual SKU they received in\u00a0<strong>SKU Sent<\/strong>. The program makes QOH and cost-of-goods changes based on this information.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">If any additional fees or credits should be applied to this return, make the appropriate selections on the\u00a0<strong>Fees and Credits\u00a0<\/strong>screen.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Review the\u00a0<strong>Summary\u00a0<\/strong>data.<\/li>\n<li class=\"NumberedList\">If it is necessary to make changes, select\u00a0<strong>Back<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Save\u00a0<\/strong>when the summary data is correct.<\/li>\n<\/ol>\n<h3>Process a Return with an RMA<\/h3>\n<ol>\n<li class=\"NumberedList\">Select the name of the staff member creating the return from the\u00a0<strong>Entered By\u00a0<\/strong>drop-down list.\u00a0<a id=\"a11\" class=\"dropspot\"><\/a><\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Yes\u00a0<\/strong>in response to\u00a0<strong>Would you like to generate an RMA<\/strong>?<\/li>\n<li class=\"NumberedList\">Select a\u00a0<strong>Reason for RMA<\/strong>. Refer to\u00a0<i>List Maintenance<\/i>\u00a0for more information about defining RMA Reasons.<\/li>\n<li class=\"NumberedList\">Optional: Select an\u00a0<strong>RMA\u00a0Status<\/strong>. Refer to\u00a0<i>List Maintenance<\/i>\u00a0for more information about defining statuses.<\/li>\n<li class=\"NumberedList\">Optional: Enter the\u00a0<strong>Date Expected<\/strong>\u00a0or use the\u00a0<strong>Calendar\u00a0<\/strong>icon to enter a date.<\/li>\n<li class=\"NumberedList\">Optional: Select\u00a0<strong>Send Email Confirmation<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Return\u00a0<\/strong>box in the row of the line item being returned.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned in the\u00a0<strong>Return Q<\/strong>\u00a0column.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned in the\u00a0<strong>Return Q<\/strong>. Also enter quantity information in the following areas as applicable. The sum of these fields must equal the value in <strong>Return Q<\/strong>.\n<ol>\n<li class=\"NumberedList\">Enter the quantity to put back into your inventory (items that can be resold) in the QOH column.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned to the supplier in the\u00a0Vendor\u00a0column, if the drop-ship item is being returned to the drop-ship supplier and can be resold.<\/li>\n<li class=\"NumberedList\">If items are damaged an cannot be resold, enter the quantity in the\u00a0<strong>Discard\u00a0<\/strong>column.<\/li>\n<\/ol>\n<\/li>\n<li class=\"NumberedList\">If the customer was sent the wrong product, enter the actual SKU they received in\u00a0<strong>SKU Sent<\/strong>. The program makes QOH and cost-of-goods changes based on this information.<\/li>\n<li class=\"NumberedList\">Optional: Enter text in\u00a0<strong>Notes<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">We are not creating an exchange, so select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Add Note<\/strong>\u00a0to enter some additional information about the return.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>OK\u00a0<\/strong>to add the note and to respond to the spell check.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">If any additional fees or credits apply to this return, make the appropriate selections on the\u00a0<strong>Fees and Credits<\/strong>\u00a0screen.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Review the\u00a0<strong>Summary\u00a0<\/strong>data.<\/li>\n<li class=\"NumberedList\">If it is necessary to make changes, select\u00a0<strong>Back<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Save<\/strong>\u00a0when the summary data is correct.<\/li>\n<\/ol>\n<h3>Process a Simple Exchange (No RMA)<\/h3>\n<ol>\n<li class=\"NumberedList\">Select the name of the staff member creating the exchange from the <strong>Entered By<\/strong> drop-down list.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Return\u00a0<\/strong>box in the row of the line item being returned.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned in the\u00a0<strong>Return Q<\/strong>\u00a0column. Also enter quantity information in the following areas as applicable. The sum of these fields must equal the value in\u00a0<strong>Return Q<\/strong>:\n<ol>\n<li class=\"NumberedList\">Enter the quantity to put back into your inventory (items that can be resold) in the QOH column.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned to the supplier in the\u00a0<strong>Vendor\u00a0<\/strong>column, if the drop-ship item is being returned to the drop-ship supplier and can be resold.<\/li>\n<li class=\"NumberedList\">If items are damaged an cannot be resold, enter the quantity in the <strong>Discard<\/strong> column.<\/li>\n<\/ol>\n<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Respond\u00a0<strong>Yes\u00a0<\/strong>to\u00a0<strong>Would you like to create an Exchange<\/strong>?<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the replacement product from the\u00a0<strong>SKU\u00a0<\/strong>drop-down list, or use\u00a0<strong>Search\u00a0<\/strong>to locate the replacement product.<\/li>\n<li class=\"NumberedList\">The quantity defaults to 1, however, you can enter a different number in the\u00a0<strong>QTY\u00a0<\/strong>field.<\/li>\n<li class=\"NumberedList\">The\u00a0<strong>Price\u00a0<\/strong>and\u00a0<strong>Price Level<\/strong>\u00a0information is pulled from the product inventory record, but you can change it here as well.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Add<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">If any additional fees or credits apply to this return, make the appropriate selections on the <strong>Fees and Credits<\/strong> screen. If \u00a0an exchange involved and the system parameter <strong>AllowCarrryForwards<\/strong> is set to TRUE, the system asks if you want to carry the balance or credit due onto the new order. If there is a credit due, you can either carry just enough credit to cover the charges for the new order, or carry the entire credit forward.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Review the\u00a0<strong>Summary\u00a0<\/strong>data.<\/li>\n<li class=\"NumberedList\">If it is necessary to make changes, select\u00a0<strong>Back<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Save\u00a0<\/strong>when the summary data is correct.<\/li>\n<\/ol>\n<h3>Process an Exchange with an RMA<\/h3>\n<ol>\n<li class=\"NumberedList\">Select the name of the staff member creating the exchange from the\u00a0<strong>Entered By<\/strong> drop-down list.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Yes<\/strong>\u00a0in response to\u00a0<strong>Would you like to generate an RMA?<\/strong><\/li>\n<li class=\"NumberedList\">Choose a\u00a0<strong>Reason for RMA<\/strong>. Refer to\u00a0<i>List Maintenance<\/i>\u00a0for more information about adding reasons.\u00a0<i>\u00a0<\/i><\/li>\n<li class=\"NumberedList\">Optional: Enter an\u00a0<strong>RMA Status<\/strong>. Refer to <i>List Maintenance<\/i>\u00a0for more information about adding statuses.\u00a0<i>\u00a0<\/i><\/li>\n<li class=\"NumberedList\">Optional: Enter a\u00a0<strong>Date Expected<\/strong>, or use the\u00a0<strong>Calendar\u00a0<\/strong>icon to enter the date.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Return\u00a0<\/strong>box in the row of the line item being returned.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned in the\u00a0<strong>Return Q<\/strong>\u00a0column. Also enter quantity information in the following areas as applicable. The sum of these fields must equal the value in\u00a0<strong>Return Q<\/strong>:\n<ol>\n<li class=\"NumberedList\">Enter the quantity to put back into your inventory (items that can be resold) in the QOH column.<\/li>\n<li class=\"NumberedList\">Enter the quantity being returned to the supplier in the\u00a0<strong>Vendor\u00a0<\/strong>column, if the drop-ship item is being returned to the drop-ship supplier and can be resold.<\/li>\n<li class=\"NumberedList\">If items are damaged an cannot be resold, enter the quantity in the\u00a0<strong>Discard\u00a0<\/strong>column.<\/li>\n<\/ol>\n<\/li>\n<li class=\"NumberedList\">If the customer was sent the wrong product, enter the actual SKU they received in\u00a0<strong>SKU Sent<\/strong>. The program makes QOH and cost-of-goods changes based on this information.<\/li>\n<li class=\"NumberedList\">Optional: Enter text in\u00a0<strong>Notes<\/strong>.<\/li>\n<li class=\"NumberedList\">Click\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select <strong>Yes<\/strong> in response to <strong>Would you like to create an Exchange?<\/strong><\/li>\n<li class=\"NumberedList\">Choose when to send the replacement items:\n<ol>\n<li class=\"NumberedList\"><strong>Now<\/strong><\/li>\n<li class=\"NumberedList\"><strong>Once the first returned item is received<\/strong><\/li>\n<li class=\"NumberedList\"><strong>Once all of the returned items are received<\/strong><\/li>\n<\/ol>\n<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the replacement product from the\u00a0<strong>SKU\u00a0<\/strong>drop-down list, or use\u00a0<strong>Search\u00a0<\/strong>to locate the replacement product.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Add<\/strong>.<\/li>\n<li class=\"NumberedList\">Optional: The quantity defaults to 1, however, you can enter a different number in the\u00a0<strong>QTY\u00a0<\/strong>field.<\/li>\n<li class=\"NumberedList\">Optional: The\u00a0<strong>Price\u00a0<\/strong>and\u00a0<strong>Price Level<\/strong>\u00a0information is pulled from the product inventory record, but you can change it here as well.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Add Note<\/strong>\u00a0to add more information about the exchange. Select\u00a0<strong>OK\u00a0<\/strong>to save the note.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">If any additional fees or credits apply to this exchange, make the appropriate selections on the\u00a0<strong>Fees and Credits<\/strong>\u00a0screen.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\"><strong>Review the Summary data<\/strong>.<\/li>\n<li class=\"NumberedList\">If it is necessary to make changes, select\u00a0<strong>Back<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Save\u00a0<\/strong>when the summary data is correct.<\/li>\n<\/ol>\n<h3>Receive Items Against an RMA<\/h3>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Process My Orders&gt;View &amp; Process My Orders.<\/i><\/li>\n<li class=\"NumberedList\">Navigate to the order.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Items\u00a0<\/strong>tab.<\/li>\n<li class=\"NumberedList\">Select the line item being received.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Return\/Exchange<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Receive items against an RMA<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Let&#8217;s Go!<\/strong><\/li>\n<\/ol>\n<ol start=\"8\">\n<li class=\"NumberedList\">Select a name from\u00a0<strong>Received By<\/strong>.<\/li>\n<li class=\"NumberedList\">Choose the number of the RMA from\u00a0<strong>Please select your RMA<\/strong>.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Reason for RMA<\/strong>.<\/li>\n<li class=\"NumberedList\">Optional:\u00a0Choose an\u00a0<strong>RMA Status<\/strong>.<\/li>\n<li class=\"NumberedList\">Optional:\u00a0The current date is pre-populated in the\u00a0<strong>Date Issued field<\/strong>.\u00a0You may over-type that value or use the\u00a0<strong>Calendar\u00a0<\/strong>button to select another date.<\/li>\n<li class=\"NumberedList\">Optional:\u00a0Select\u00a0<strong>Send Email Confirmation<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">If all items have been received, select the\u00a0<strong>All In<\/strong>\u00a0column. Otherwise, enter the quantity received in the\u00a0<strong>In Now\u00a0<\/strong>column (that value cannot exceed the amount in the <strong>Available<\/strong> column).<\/li>\n<li class=\"NumberedList\">Enter the quantity to be returned to your inventory in the\u00a0<strong>QOH\u00a0<\/strong>column. If the item is a drop-ship item and the customer has returned the item to the drop-shipper, enter the quantity returned to the vendor\u2019s inventory in the\u00a0<strong>Vendor\u00a0<\/strong>column. If items are damaged or cannot be resold, enter the quantity in the\u00a0<strong>Discard\u00a0<\/strong>column. The sum of the numbers entered into the QOH, Vendor, and Discard fields for each received item must match the amount in the\u00a0<strong>In Now<\/strong>\u00a0column.<\/li>\n<li class=\"NumberedList\">Optional: If the SKU on the item that is received from the customer does not match the SKU, enter the actual SKU received in the\u00a0<strong>SKU Received<\/strong>\u00a0column. This causes inventory QOH changes to be made between the SKU and the SKU actually received.<\/li>\n<li class=\"NumberedList\">Optional: Select the\u00a0<strong>Status\u00a0<\/strong>and enter any line item notes in the\u00a0<strong>Notes\u00a0<\/strong>column.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Optional: Select\u00a0<strong>Add Note<\/strong>\u00a0and type in any additional information about the RMA. Select\u00a0<strong>OK<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Optional: Enter any\u00a0<strong>Fees and Credits<\/strong>\u00a0you want to apply. \u00a0If there is an exchange involved and the system parameter\u00a0<strong>AllowCarrryForwards<\/strong>\u00a0is set to TRUE, the system asks if you want to carry the balance or credit due onto the new order. If there is a credit due, you can either carry just enough credit to cover the charges for the new order, or carry the entire credit forward.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Save\u00a0<\/strong>to record the product return.<\/li>\n<li class=\"NumberedList\">The program displays a message box indicating the inventory changes for this RMA are posted. Select\u00a0<strong>OK\u00a0<\/strong>to complete the process.<\/li>\n<\/ol>\n<h3>Cancel an Existing Return<\/h3>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Process My Orders&gt;View &amp; Process My Orders.<\/i><\/li>\n<li class=\"NumberedList\">Navigate to the order.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Items\u00a0<\/strong>tab.<\/li>\n<li class=\"NumberedList\">Select the affected line item.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Return\/Exchange<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Cancel<\/strong> an existing return.<\/li>\n<li class=\"NumberedList\">Select <strong>Let&#8217;s Go!<\/strong><\/li>\n<li class=\"NumberedList\">Select a name in\u00a0<strong>Canceled By<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Unreturn\u00a0<\/strong>in the row of the item that is no longer being returned.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next\u00a0<\/strong>to arrive at the\u00a0<i>Fees and Credits<\/i>\u00a0screen.\u00a0Fees or credits may be automatically populated on this screen, depending on the original return.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next\u00a0<\/strong>to continue to the\u00a0Summary\u00a0page.<\/li>\n<li class=\"NumberedList\">Review the information in the\u00a0<strong>Summary\u00a0<\/strong>and if correct, select\u00a0<strong>Save<\/strong>. Otherwise, click\u00a0<strong>Back\u00a0<\/strong>to make changes,\u00a0<strong>Start Over<\/strong>\u00a0to begin the process again, or\u00a0<strong>Close<\/strong> without saving, to leave the dialog.<\/li>\n<\/ol>\n<h3>Edit an Existing RMA<\/h3>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Process My Orders&gt;View &amp; Process My Orders.<\/i><\/li>\n<li class=\"NumberedList\">Navigate to the order.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Items\u00a0<\/strong>tab.<\/li>\n<li class=\"NumberedList\">Select the affected line item.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Return\/Exchange<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Edit existing RMA information<\/strong>.<\/li>\n<li class=\"NumberedList\">Select <strong>Let&#8217;s Go!<\/strong><\/li>\n<li class=\"NumberedList\">Select a name in\u00a0<strong>Edited By<\/strong>.<\/li>\n<li class=\"NumberedList\">Make changes in any fields on this screen or proceed to the other screens and make changes there as well.<\/li>\n<li class=\"NumberedList\">When all the changes are made and you have arrived at the last screen in the sequence, select\u00a0<strong>Save<\/strong>.<\/li>\n<\/ol>\n<h3>Delete\/Cancel RMA<\/h3>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Process My Orders&gt;View &amp; Process My Orders.<\/i><\/li>\n<li class=\"NumberedList\">Navigate to the order.<\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Items\u00a0<\/strong>tab.<\/li>\n<li class=\"NumberedList\">Select the affected line item.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Return\/Exchange<\/strong>.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Edit existing RMA information<\/strong>.<img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-1225\" src=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma.jpg\" alt=\"\" width=\"578\" height=\"340\" srcset=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma.jpg 578w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma-300x176.jpg 300w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma-50x29.jpg 50w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma-60x35.jpg 60w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditexistingrma-100x59.jpg 100w\" sizes=\"(max-width: 578px) 100vw, 578px\" \/><\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Let&#8217;s Go!<\/strong><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-1226\" src=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage.jpg\" alt=\"\" width=\"573\" height=\"341\" srcset=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage.jpg 573w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage-300x179.jpg 300w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage-50x30.jpg 50w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage-60x36.jpg 60w, https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasformeditedbypage-100x60.jpg 100w\" sizes=\"(max-width: 573px) 100vw, 573px\" \/><\/li>\n<li class=\"NumberedList\">Select a name in\u00a0<strong>Edited By<\/strong>.<\/li>\n<li class=\"NumberedList\">Make changes in any fields on this screen or proceed to the other screens and make changes there as well.<\/li>\n<li class=\"NumberedList\">When the changes are made and you have arrived at the last screen in the sequence, select\u00a0<strong>Save<\/strong>.<\/li>\n<\/ol>\n<h3>View or Print a Report of Outstanding RMAs<\/h3>\n<ol>\n<li class=\"NumberedList\">Go to\u00a0<i>Main Menu&gt;Run My Reports&gt;Run My Management Reports<\/i><\/li>\n<li class=\"NumberedList\">Select the\u00a0<strong>Outstanding RMAs<\/strong>\u00a0report from the\u00a0<strong>Standard Reports<\/strong>\u00a0tab.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Preview\u00a0<\/strong>to see the report on the screen or\u00a0<strong>Print\u00a0<\/strong>to send the report to the printer.<\/li>\n<\/ol>\n<h3>Explanation of Fees and Credits<\/h3>\n<ol>\n<li class=\"NumberedList\">The program is able to apply\u00a0<strong>Restocking Fees<\/strong>\u00a0or\u00a0<strong>Shipping Credits<\/strong>\u00a0for Returns and\u00a0<strong>Additional Fees<\/strong>\u00a0or\u00a0<strong>Shipping Fees<\/strong>\u00a0for Exchanges.<\/li>\n<li class=\"NumberedList\">Select the appropriate check box for the type of fee or credit being applied.<\/li>\n<li class=\"NumberedList\">Choose whether to apply the fee immediately (<strong>Now<\/strong>),\u00a0<strong>When the first item is received<\/strong>\u00a0or\u00a0<strong>When all returned items are received<\/strong>.<\/li>\n<li class=\"NumberedList\">Decide whether to apply the fee or credit to the\u00a0<strong>New\u00a0<\/strong>order or to the\u00a0<strong>Original\u00a0<\/strong>order.<\/li>\n<li class=\"NumberedList\">You have the choice of applying the fee or credit as a\u00a0<strong>Flat\u00a0<\/strong>dollar value, a dollar value per\u00a0<strong>Unit<\/strong>, or as a specific\u00a0<strong>Percentage\u00a0<\/strong>of the total purchase price of the returned items.<\/li>\n<li class=\"NumberedList\">Press\u00a0<strong>Enter\u00a0<\/strong>or\u00a0<strong>Tab\u00a0<\/strong>to see the calculated charges.<\/li>\n<li class=\"NumberedList\">If a\u00a0<strong>Shipping<\/strong> <strong>Fee<\/strong>\u00a0is applied to an Exchange, select a\u00a0<strong>Shipping Method<\/strong>\u00a0and select\u00a0<strong>Residential\u00a0<\/strong>or\u00a0<strong>Saturday Delivery<\/strong>, if applicable to the carrier&#8217;s shipping method.\u00a0<strong>Get Rates<\/strong>\u00a0opens the rate shopping system, where you can choose a particular shipping method of any of the integrated shipping carriers. Requires the integrated shipping software solutions to be configured before rate shopping can be utilized.<\/li>\n<li class=\"NumberedList\">Select\u00a0<strong>Next\u00a0<\/strong>when finished with Fees and Credits.<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview This topic explains how to return or exchange products through\u00a0SEOM, with or without an RMA (Return Materials Authorization). A\u00a0Return\u00a0occurs when your customer sends a product back to you for credit or a refund and no replacement product is sent. An\u00a0Exchange\u00a0occurs when you customer returns a product and you send&#8230;<\/p>\n","protected":false},"author":2,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":[],"ht-kb-category":[19],"ht-kb-tag":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>RMAs, Exchanges and Returns - Stone Edge Order Manager<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RMAs, Exchanges and Returns - Stone Edge Order Manager\" \/>\n<meta property=\"og:description\" content=\"Overview This topic explains how to return or exchange products through\u00a0SEOM, with or without an RMA (Return Materials Authorization). A\u00a0Return\u00a0occurs when your customer sends a product back to you for credit or a refund and no replacement product is sent. An\u00a0Exchange\u00a0occurs when you customer returns a product and you send...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/\" \/>\n<meta property=\"og:site_name\" content=\"Stone Edge Order Manager\" \/>\n<meta property=\"article:modified_time\" content=\"2019-06-24T20:25:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/stoneedge.com\/kb\/wp-content\/uploads\/2019\/04\/rmasform-1.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"12 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/\",\"url\":\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/\",\"name\":\"RMAs, Exchanges and Returns - Stone Edge Order Manager\",\"isPartOf\":{\"@id\":\"https:\/\/stoneedge.com\/kb\/#website\"},\"datePublished\":\"2019-04-03T14:41:03+00:00\",\"dateModified\":\"2019-06-24T20:25:00+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/stoneedge.com\/kb\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"RMAs, Exchanges and Returns\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/stoneedge.com\/kb\/#website\",\"url\":\"https:\/\/stoneedge.com\/kb\/\",\"name\":\"Stone Edge Order Manager\",\"description\":\"Documentation for the Stone Edge Order Manager\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/stoneedge.com\/kb\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"RMAs, Exchanges and Returns - Stone Edge Order Manager","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/stoneedge.com\/kb\/articles\/rmas-exchanges-and-returns\/","og_locale":"en_US","og_type":"article","og_title":"RMAs, Exchanges and Returns - Stone Edge Order Manager","og_description":"Overview This topic explains how to return or exchange products through\u00a0SEOM, with or without an RMA (Return Materials Authorization). 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