Minimum Version Required: 22.01
Pre-Conditions
Users are utilizing reason codes for product returns.
Invoices are being generated with the "Out of Stock" flag displayed for items returned with various reason codes.
Users are experiencing confusion due to the "Out of Stock" flag, as it incorrectly suggests inventory issues.
Steps
Verify Backorder Quantity:
Check the invoice transaction history for the product in question.
Confirm if the backorder quantity is greater than the delivered quantity.
If the backorder quantity exceeds the delivered quantity, the "Out of Stock" flag will display.
Review Auto Backorder Settings for the Used Reason Code:
Examine the settings for the specific reason code used for the return.
Confirm if the "Auto Backorder" option is enabled.
If enabled, the system will automatically create a backorder when a product is marked with that reason code.
Customer History Audit:
Review the customer history audit to confirm the backorder creation date and time.
This will help determine when the backorder was created.
Understand the "Out of Stock" Flag Logic:
The "Out of Stock" flag is triggered based on the backorder quantity, not the reason code.
The reason code is displayed separately under the "Reason" column.
Address Incorrect Entries:
Confirm that the reason code is being used correctly.
Address any cases where fees or other items are being incorrectly marked with the return reason code.
If the issue persists, contact support with the following information:
Invoice number(s) affected.
Product number(s) affected.
Screenshot of the invoice showing the "Out of Stock" flag and the return reason code.
Customer history audit for the affected products.
Confirmation of the backorder quantity vs the delivered quantity.
Confirmation of the auto backorder settings for the used reason code.
Fields And Definitions
Reason Code: A code used to indicate the reason for a product return.
Out of Stock: A flag displayed on invoices when the backorder quantity is greater than the delivered quantity. This flag is independent of the reason code.
Backorder: A customer order that cannot be filled immediately due to a lack of available stock.
Invoice Transaction History: A record of all transactions related to an invoice, including product returns and backorders.
Customer History Audit: A detailed record of all changes made to a customer's account, including backorder creation.
Auto Backorder: A setting that automatically creates a backorder when a product is marked with a specific reason code.
Delivered Quantity: the total number of items that were delivered to the customer.
Best Practices
Ensure accurate usage of reason codes during returns.
Educate users on the distinction between reason codes and the "Out of Stock" flag.
Regularly audit invoice transaction history to identify discrepancies.
Review and ensure the correct setup of automatic backorder settings related to return reasons.