RFMS How to Process Claims & Returns

Any upgrades or replacement materials should be ordered on the customer’s original order. Only defective or returned material goes on the Claim/Return order.

Credit customer for claim/returned material:

1. Order Entry > File > Customer Orders
2. Pull up original customer order – if order is not job costed follow steps 3-8. If order is job costed or was in K8 you will need to create a new order for the customer then follow steps 3-8.
3. Click the + to insert a new line
4. Select the material being returned (roll or item inventory)
5. Enter the quantity being retuned as a negative.
6. Make sure the credited line is at the same price as the original line.
7. Change the line status to Cut & Save the order
8. Print a Picking Ticket and a Delivery Ticket to get the line to Delivered

Return - If the supplier send more than we ordered:

1. In RFMS – make sure you enter the correct amount received
2. The overage will go into stock as available
3. Go into the claims module and create a claim/return order (Follow steps below)

To create a claim/return order:

1. Make sure the material is available in inventory
2. Go to Order Entry
3. File > Claims
4. Click the green plus sign this will take you to Customer Orders to choose the customer the claim is for. Search for the customer order number.  If this is for stock material, search customer name for your store.
5. Click the pointer finger icon to select the correct Customer
6. Double click in Pink Box “Claim Against”
7. Select Vendor List
8. Choose the Supplier the claim is for
9. CHANGE THE STORE CODE TO CORRECT STORE
10. The Sales Rep from the original order
11. Change Customer Type to Claim -
12. Click the insert icon to add a line on the Claim
13. Enter the amount of material being returned as a positive number
14. Go to roll or item inventory to find the material you are returning to supplier
    1. Search by PO Number to narrow your search
    2. Make note of the COST
15. The price on the claim order line should be the cost you paid for the material only
16. Click Reference Line
    1. Search for original Order this claim is tied to
    2. Double click on the order line that is on this claim (the line where it was originally billed)
17. Now you have notes regarding supplier information (“Notes” has changed to red text)
18. ADD ANY ADDITIONAL NOTES THAT PERTAIN TO THIS CLAIM
    1. Claim custom notes will print on the claim document
19. ATTACH A COPY OF THE CLAIM/RETURN FORM AND ANY OTHERS DOCUMENTS FOR THE ORDER
20. Make sure the Claim total is the correct amount (Are the lines at 0 margin? Or -5%)
21. Save the claim order
22. Click the printer icon and select Claim, select the options that you want to print out
23. Process Claim with the Vendor

To relieve material from inventory:

1. Order Entry > File > Claims
2. If lines are at reserved status - double click on line change to Cut status, Save order
3. Print picking ticket (Click printer icon & select picking ticket)
4. Material now in staged status
5. Print delivery ticket when material leaves (Click printer icon & select delivery ticket)

Job Cost the Claim Order: 

1. Order Entry > File > Claims
2. Search for the Claim
3. Open the claim and verify that all lines are in a delivered status.
4. Job Cost the Claim (See document: RFMS Claims Module. Job Costing Claim Orders)

Post the Credit Memo:

1. Order Entry > File > Claims
2. Search for the Claim
3. Open the claim and make sure the Claim total matches the Credit memo.
   1. If the amounts do not match - 
      1. Check for previous payments against the claim order (click the receipt tape next to the stack of money)
      2. If no prior payments adjust the claim order to match the credit memo amount
4. Click the payment icon
5. Go to the discount box and click the E to bring over the entire amount
6. Click ok
7. This will open the AP
8. Enter the Credit Memo Number

If the credit memo from the supplier does not match the amount on the claim order: 

1. If the difference is approved, send to Marsha authorizing to write the difference off.

2. If the difference is not approved, send to Arthur so he can argue with the vendor for our credit.