Trade in Microsoft Dynamics NAV-2017 - Locus IT Services

Trade in Microsoft Dynamics NAV

Locus IT ServicesTrade in Microsoft Dynamics NAV

Lesson 2: Manage Customer Returns

Manage Customer Returns

Manage Customer Returns : Processing a return that is received from a dissatisfied customer is an important transaction. By quickly and accurately handling the return, the customer is more likely to form a better opinion of the company’s customer service.

Typically, the order processor that is responsible for customer interaction is also the person who will receive complaints from customers about the items purchased. In other cases, a company might use dedicated personnel to handle returns, such as employees in the Customer Service Department.

Managing returns from customers involves completing a series of tasks. The number and scope of tasks depend on the company’s return policy and business practices. A customer-oriented return process can include the following tasks:

  • Register compensation agreement with the customer
  • Ship replacement items to the customer (if a replacement is part of the compensation agreement)
  • Credit the customer, either by a credit for physically returned items or a sales allowance where the customer is not required to physically return the items
  • Ship repaired items to the customer (if repair is a part of a compensation agreement)
  • Follow up in response to customer inquiriesAdditionally, several internal tasks might have to be completed that include the following:
    • Receive and inspect returned items
    • Apply restock charges
    • Make sure that the inventory value assigned to the returned items is accurate
    • Ship returned items to the vendor for repair

    The topics and demonstrations in this lesson address these external and internal tasks in Microsoft Dynamics NAV trade Module. 

Register a Compensation Agreement with a Customer

There are various ways to compensate customers who are dissatisfied with items they have received. The terms of the compensation agreement frequently depend on the company-customer relationship and the reason for the dissatisfaction.

For incorrect items ordered, the parties might agree that the customer returns them to the company for a credit, receives replacement items, and accepts that the company charges a restock fee.

If an item arrives damaged, the customer might agree to a price deduction against the original sales order price. Or, if the damaged item has a warranty, the company might agree to repair the item. In Microsoft Dynamics NAV, the sales return order is the central document used to register a compensation agreement with a customer. From this document, you can access other sales-related documents and enter and maintain the return related information, the method of compensation, and so on.

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