Overview
Once the sales return request is approved, it is ready for fulfillment.
At the beginning, the fulfillment progress follows up the receiving of goods and issuing of sales return sales adjustments.
Then, in the goods exchange case, the substitute goods issue process is controlled.
The process also works with payment schedule fulfillment.
All the milestones of the sales return request fulfillment are reflected in its state, regularly calculated by the system. That allows you to track the process through handy states.
The priority is managed to differentiate customer service for different customers.
As a result, the sales return requests are prioritized and followed up.
Video guide
Follow up sales return request progress flowchart
Paths
| Path | Sales → Sales management → Goods return requests |
|---|---|
| In-app link EN code |
e1cib/list/Document.RequestForReturnOfGoodsFromCustomer
|
| In-app link RU code |
e1cib/list/Документ.ЗаявкаНаВозвратТоваровОтКлиента
|
How to control goods receipts
1. Go to Sales, then click Goods return requests under Sales management.
2. Select the required document, then click Reports → Fulfillment status.
3. In the Fulfillment status report, review the Goods pending return items, check quantities in the To receive and Received columns.
How to control issue of sales return sales adjustments
1. In the Fulfillment status report, review the Goods pending return items, check quantities in the To Invoice and Invoiced columns.
How to control issue of substitute goods
1. In the Fulfillment status report, review the Exchange goods items, check Supply status, review Shipment date column, check Quantity columns.
How to control payment schedule fulfillment
1. In the Fulfillment status report, review the Payment/shipment steps, review Payment date column, check Plan, Actual, and Overdue payment figures.
How to follow up sales return request fulfillment statuses
1. In the Sales return requests list, open the Current status filter. The filter's status list allows you to track how sales return request is fulfilled. The system automatically calculates the following order statuses:
- Pending approval. The sales person has captured information from the customer and waiting for the approval.
- Ready for return. The request has been approved. Now the customer is returning goods to the warehouse. Then, sales manager is issuing sales adjustment for sales return.
- Pending pre-order advance or return. The goods are returned. In some cases, the customer has to make an advance payment to start the supply process. This requirement is agreed with the customer, and defined in the payment terms.
- Ready for supply. The prepayment or advance payment is received. The sales person now must initiate supply of goods.
- Pending pre-shipment advance or return. In some cases, the customer must make a prepayment to start the shipment process. This requirement is agreed with the customer, and defined in the payment terms.
- Pending supply. The goods requested by the customer have been ordered but have not available yet.
- Ready to ship. The customer fulfilled the conditions for the shipment of goods. The goods are available at the moment. The sales person must initiate shipment from warehouse process.
- Shipping and invoicing. The warehouse employee is informed about expecting shipment. Now, customer is receiving substitute goods from the warehouse. Then, sales manager is issuing customer invoice.
- Pending invoice payment or return. Waiting for payment from the customer with reference to the invoice issued.
- Pending fulfillment. All goods have been shipped. The sales person must perform the closing procedure for the sales return request.
- Completed. All logistic and financial terms are fulfilled.
How to manage sales return request priorities
1. In the Sales return requests list, open the required document.
2. In the Sales return request document, select the High or Low priority for the order, and Post the document.
3. In the Sales return requests list, notice the high and low priority orders highlighted in the list.
4. Use the Priority filter to view sales return requests with the high or low priority.