Returning Items in CAR
Returns in which it is not necessary to record an engineer’s time and material should be handled in the Service and Support module through an RMA. The customer simply returns an item, and you ship them a replacement. The item can then be repaired with a repair work order or by creating an RTS (Return to Supplier) and then returned to the customer.
CAR provides support for returns and exchanges in the context of recording service activity. A number of different scenarios exist in which items might be returned in CAR as noted above.
All of the items ordered by an engineer for a call with an MO must be accounted for before the call can be closed. If some items are not needed, they can be returned directly in CAR.
In the repair or maintenance of an item, engineers frequently replace a faulty or worn part with a new one. In some cases, the old part is returned and simply discarded. In other cases, the used part has some value for which the customer receives credit. In this situation, the used part can be returned in CAR as part of an exchange.
Return processing is governed by return status codes that work in conjunction with default sites. These were discussed in
Return Status Setup.
