Normal business is delivered with four different RMA Order Types, each with a different Order Cycle: RMA

with Credit is used when the customer is going to be returning a physical product and will also be receiving a credit in Accounts Receivable as a result of the return. These types of returns are for:

Defective Product Customer does not like the product Product does not meet the customers expectations

RMA no Credit is used when the customer is receiving authorization to return the product but will not be receiving a credit as a result of the return.

These returns would be for: Evaluation Orders Samples Other orders where the customer was not originally charged for the product.

RMA Credit Only is used when the customer will be receiving a credit, but the physical return of the product is not required.

These credits are generally used by software companies when the customer destroys the CD or disk and erases the software from their machine, but no physical thing to return.

RMA with Credit and Approval is used in the same manner as an RMA with Credit but this order cycle includes an approval process that requires someone to approve the RMA before it is booked. In order for an order/return or order/return line approval workflow to work correctly the profile option OM: Notification Approver must have a value. This section will guide you through a basic flow for a Return for Credit with Receipt, from entry to generating a credit memo, including: 1. Create an RMA having a single line whose originating transaction is unknown while entering an RMA in the Returns tab, the user will need to enter the Line Type as a return (i.e. Return for Credit with Receipt of Goods) and enter a Return Reason. A Return Reason is required to be entered (i.e. Product Discontinued). Since we did not reference a sales order, we are entering a single line RMA where the originating transaction is unknown. If you receive the returns partially, and if the Calculate Price Flag is set to Y (Calculate Price) or P (Partial Price), then freight charges get applied automatically on the partially received lines. However if the Calculate Price Flag is set to N, then the freight charges do not get applied on the partially received lines. 2. Book the RMA 3. Receive the RMA using the Receipts window of Oracle Purchasing 4. Check the on-hand quantity of the item in Inventory to verify that correct quantity was

received 5. Fulfill RMA line The fulfillment activity acts as a synchronization point for all lines on the order that are in a fulfillment set. The lines in the fulfillment set will wait at the fulfillment activity until all the lines in the set have reached the activity. Lines that are not in a fulfillment set simply pass through the activity automatically. The user will not have to perform anything during this step. The eligible lines will automatically be put into a fulfillment set. 6. Generate a Credit Memo The Workflow process of the return line(s) will be on the Invoice Interface activity, once the Fulfillment activity completes. The invoice interface activity places the information from the return line into the Receivables Interface tables. Once the information is written to the tables, the invoice interface activity is complete, and the line proceeds to the close line activity. However, note that the credit memo is not actually generated until the Autoinvoice program in Receivables has been run. The credit memo will then be viewable in the Sales Orders window. To run the Autoinvoice program, the user needs to change responsibilities to Receivables and navigate to the Interfaces window. Select the Autoinvoice Master program and run the program for your RMA # and specify the invoice source as the one associated with the line type of the RMA line. The Autoinvoice Master program will generate the Autoinvoice Import program which 5-50 Oracle Order Management Implementation Manual generates the credit memo. These programs can be setup to run automatically in the background. Just set the programs as 'Deferred.' 7. View the Credit Memo in Order Management View the credit memo in Order Management. To view the credit memo in Order Management, the user need to change responsibilities to Order Management > Orders, Returns > Order Organizer window. Query your RMA # in the Order Organizer. Once the RMA is queried, open the RMA order, click Actions and choose Additional Order Information. Once the Additional Order Information window has opened, click on the Receivables tab to view the credit memo. This window will show your the credit memo number and amount. 8. Check the Shipped and Fulfilled quantity on the RMA line From the above step, navigate in the Sales Orders window to the Line Items tab for the RMA. Scroll to view the Shipped Quantity field. To access the Fulfilled Quantity field, the user needs to use the folder technology to add the field to the sales orders window. To add the field, click on the Warehouse field in the Shipping Tab of the Line Items window. Next, select the Folder menu at the top of the window, select Show Field and choose the Quantity Fulfilled field from the list. The field will populate in the window. The Shipped Quantity means the received quantity for return lines and the Fulfilled Quantity means the delivered quantity for the return lines.