CRM: Creation of a Return Order from a Case

Previously, the creation of a return order based on a customer case took a great deal of time and effort.

Starting in MYOB Acumatica 2024.1.1, a user can create a return order directly from the Cases (CR306000) form, as described below.

Creation of a Return Order from the Cases Form

To enable the creation of a return order directly on the Cases (CR306000) form, the following enhancements have been made on the More menu of the form.

The Service section has been renamed to Customer Service (see Item 1 in the following screenshot).
The Create Return Order command has been added to the Customer Service section (Item 2). The command is available only if the case is active.

Figure 1. Changes on the More menu of the Cases form

If a user clicks Create Return Order, the Create Return Order dialog box opens (see the following screenshot). In this dialog box, the user specifies the type of the order to be created on the Sales Orders (SO301000) form. Order types are available for selection in this box only if they have the RMA Order automation behavior specified on the Order Types (SO201000) form. By default, the system inserts the order type specified in the Default Return Order Type box on the Sales Orders Preferences (SO101000) form, if one has been specified. The user can override the default setting.

Figure 2. The Create Return Order dialog box

When the user specifies the order type and clicks Create in the dialog box, the system checks for the following issues before creating the return order:

If the Business Account box on the Cases form is empty or contains a business account that has not been extended to be a customer, the system shows an error message (see the following screenshot). The business account must have the Customer or Customer & Vendor type specified on the CRM Info tab of the Business Accounts (CR303000) form.
Figure 3. Error message about the business account type
If the user has insufficient access rights to create a return order on the Sales Orders form, the following error is displayed (see the screenshot below).
Figure 4. Error message about the user's access rights
If the Customer and Vendor Visibility Restriction feature is enabled on the Enable/Disable Features (CS100000) form, the creation of return orders for the customer that is selected in the case might be restricted based on the branch specified for the customer in the Restrict Visibility To box (Financial tab) of the Customers (AR303000) form. If this branch is different than the current branch of the user, the system shows the error message indicating that in the user's current branch, the creation of a return order for this customer is restricted, as shown in the following screenshot.
Figure 5. Error message about the restriction of using the customer in the user's current branch

Changes in Return Order Creation

When a user clicks Create in the Create Return Order dialog box on the Cases (CR306000) form, if no error is generated, the system opens the Sales Orders (SO301000) form for the creation of a new record.

The system copies the values from the case and inserts them into the boxes on the Summary area of the return order as follows:

Order Type: The system inserts the order type that has been selected in the Create Return Order dialog box. If a user has changed the order type, the predefined values will be removed, and the relation with the case will be lost.
Customer: The system inserts the customer that has been selected in the Business Account box of the Cases form for the case.
Location: The system inserts the location that has been selected in the Location box in the Summary area of the Cases form for the case. If no location was specified in this box, the system inserts the Main location of the customer by default.
This box appears on the form only if the Business Account Locations feature is enabled on the Enable/Disable Features (CS100000) form.
Contact: The system copies the contact that has been selected in the Contact box of the Cases form. If this box is empty for the case, the system leaves the box empty for the return order.
Description: The system inserts the description of the case that has been entered into the Subject box of the Cases form.

The system also creates a new relation between the case and the return order. That is, on the Relations tab of the Cases form, the system adds a row for the sales order with the Derivative role and the Sales Order type. On the Relations tab of the Sales Orders form, the system adds a row for the case with the Source role and the Case type.

Changes on the Sales Order Preferences Form

An administrative user can now specify the type of the return order that is selected by default in the Create Return Order dialog box on the Cases (CR306000) form. In the Sales Orders Preferences (SO101000) form, the following changes have been made:

The Related Case Settings section (see Item 1 in the following screenshot) has been added to the General tab of the form. The section appears on the form only if the Case Management feature is enabled on the Enable/Disable Features (CS100000) form.
The Default Return Order Type box (Item 2) has been added to the Related Case Settings section. By default, this box is empty, but a user can select in the list any order type with RMA Order automation behavior specified on the Order Types (SO201000) form.

Figure 6. Changes on the Sales Order Preferences form

Other Changes on the Cases Form

If at least one open return order exists in the system for the customer selected for a case, the system displays a warning message next to the Business Account box on the Cases (CR306000) form (see the following screenshot).

Figure 7. Warning message about an open return order

On the table toolbar of the Relations tab of the form, the Return Orders filter option has been added. If a user selects this filter option, the table displays only orders for which the following conditions are met:

The relation type (in the Type column of this tab) is Sales Order.
On the Sales Orders (SO301000) form, the order has an order type for which the RMA Order automation behavior is specified on the Order Types (SO201000) form.

Enhancements on the Relations Tab of Multiple Forms

Enhancements have been made to the Relations tab of the customer relationship management (CRM) forms that are listed at the end of this section. To reflect additional information about the entities related to the entity selected on the form, the following columns have been added to this tab:

Description: The brief description of the record
Status: The status of the record
Owner: The owner of the record

The system fills in the new columns with the current values that are copied from boxes on the entry form of the related record; if there are no boxes with this information, the system leaves the columns empty. The sources of the copied settings are based on the type of the record.

The changes on the Relations tab have been made to the following forms:

Leads (CR301000)
Contacts (CR302000)
Business Accounts (CR303000)
Opportunities (CR304000)
Sales Quotes (CR304500)
Cases (CR306000)
Sales Orders (SO301000)

Additional Information

For more information about the creation of return orders, see Case Management: Return Orders.