I am fairly new to Dynamics. We are a manufacturer of Seats. We currently use Dynamics for MRP /ERP in our business. We are now trying to understand the Customer Returns Process. We have studied the Return For Credit / Return For Replacement / Return For Repair processes. We understand how to create these sales orders. What we don't understand is if we DO NOT know the disposition of the return, what type of order should we create in order to Receive the parts into our system?
Example: Customer calls and says a part is not working. They will ALWAYS claim it is under warranty. We give them an RMA number to ship the part against. We will not know if the part is under warranty, needs repair, or needs a new replacement until we receive the part. What type of order do we create to receive the parts into our system? Can we change the order type when we receive the parts?
Our biggest problem is they are not being tracked in our system at all. We need to bring them into the system and then process them according to the disposition. They may go to Vendor for evaluation for a future disposition. They may be scrapped and replaced. The may be returned to the customer when we find there is no issue.
I guess the main question is: Can we create flexible Sales Orders that may change after we receive the parts?
Thanks