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Return from Customer

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Back button.png   Back to Sales Management



Return from Customer window can be found in the application path: Sales management || Transactions || Return from Customer


Create a sales order and process it when ready.

Bulbgraph.png   Note:Document can be printed and email

Once the Return document is accepted you can process it clicking the button Book. Following the standard the document changes from Draft to Booked

Only Booked documents can be receipt. Notice the button Pick/Edit lines disappears when the Return to customer document is in status Booked

Things to consider:


Add products to be included in your sales order. Each product is added by creating a line.

The Lines tab is not editable, since the returned lines always come from shipment lines, to avoid:

To enter lines that come from a good shipment you need to click the button P&E.PNG


Things to consider:



A restriction has been added in Pick/Edit Lines Pick&Edit in order to prevent adding not “Returnable” service lines to Return From Customer document.

RFC Not Returnable.png

To enter lines that don't come from any document present in the system you need click the button Button orphanline.JPG

Bulbgraph.png   Since this flow is not common the button is hidden by default. In order to display it, it is necessary to configure a preference named RM Allow Orphan Line. To do so go to the preference window and select it from the list. The value must be Y. Then log out and log in


Things to consider:

This flow (Insert orphan line) does not support products with attributes

Bulbgraph.png   Note:To edit a line you need to click again the Pick/Edit Lines button and the line appears selected and then you can modify any of the editable fields
Bulbgraph.png   Note:To delete a line you need to unmark the line and then click Done

Line Tax

Taxes related to the order line.


Related Services


Related Products

In this table the Order Lines related to an Order Line of 'Service' type are added

It has been added the possibility to select the service related to which original product lines is desired to be returned. In order to do it a new button has been added in Return From Customer Line tab. This button will be displayed when a line with a Service ‘Linked to Product’ is selected.

Select Order Line.png

Is a tab similar to the one implemented under Sales Order Line window. The only difference is that the relations are created with negative values (amount, quantity), but the window has been adapted to see those values in positive (in database will be negative).

The grid implemented in this Pick&Edit is the same as used in Sales Order Line window, with a few differences:

Basic Discounts



Edit taxes applied to your order.


Payment In Plan


Payment In Details


Full list of Return from Customer window fields and their descriptions is available in the Return from Customer Screen Reference.

Back button.png   Back to Sales Management

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