Return Orders - Functional Overview

In return orders the first thing we need to check that whether the disposition codes and the return reason codes has been set or not in sales and marketing module

navigation Path:

                                 sales and marketing -> setup -> returns

Reason codes are nothing but for  what reason the customer has returning the product.

First we will create sales order 

for that go to accounts receive module 

navigation path : accounts receivable -> orders -> all sales orders

after that we will add items (products ) to that sales order.

after that click on action pane called Sell

Under Sell action pane click on confirm sales order for confirming the sales order.

after that click on Ok.

after that click on action pane called Pick and Pack.

under Pick and Pack click on Generate picking list  for generating picking list.

after that click on Ok.

under Pick and Pack click on picking list registration.

There is a action pane called update so click on it and select update all.

after that close the picking list registration.

under Pick and Pack click on post packing slip.

and then click on Ok.

so packing slip will get posted.

after that click on action pane called invoice.

under invoice action pane and under button group called generate select invoice

so our sales order has been invoiced and we can check  in the sales line status that will get invoiced.

This is how we will create sales order in D365 F & O.

Now we will create return order for the sales order to do that please follow the below steps:

To create  return order navigate to : retail and commerce-> pricing and discounts -> customers -> customer service

we can also create return orders from other modules also

1. accounts receivable -> orders -> all return orders
2. sales and marketing -> sales returns -> all return orders
3. sales and marketing -> customers -> all customers -> under customer action pane there is a button group called customer service in that button group click on customer service and it will take us to customer service form to create the return orders.

Now give sales order number or invoice number to search for the customer for whom we are creating return order .

Give invoice number or sales Id and search for the customer and we will find customer details and select that customer.

now in action pane we have a return order please click on it.

Inside the return order we can see all the sales orders which have been invoiced for that particular customer.

Note : return order will be always negative in quantity.

now select the items which needs to be returned and click on select button.

after that in lines fast tab there is a drop down button called update line.

in drop down select registration and then select disposition code.

click on Ok.

now click on add registration line in transactions fast tab.

and then click on confirm registration in registration lines fast tab.

Do this for all item numbers.

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when we click on confirm registration that means we have received that particular product into our warehouse. so to identify that we complete the registration process in the system.

If we observe the quantity is getting updating that means previously the quantity is 1 and now after we recieve the product from the customer to our warehouse the quantity is changing to 4.

Once registration is done for the products under return order action pane we have a generate button group in that select post packing slip

then click on Ok.

after that we can see return lot Id in return order lines for each item number (Product) and that will be same for item numbers of sales line also in all sales orders and we can cross check also for that sales id in all sales orders whether it is same or not we can cross check.

if it is same then proceed to next step.

now go to all sales orders and select the sales id for which we are creating return order and go to sales lines.

under invoice action pane there is a button group called generate under that click on invoice.

so the invoice has been posted and the amount credit will happen for the customer.

To check the balance in sales lines of all sales order click on action pane called invoice 

under journals button group click on invoice

now click on action pane called voucher so here we can see the transactions happened to the customer.

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To see the credited transactions to the customer we can also see them at

under manage action pane click on credit card drop down and select authorization history

so inside authorization history  we can see the credited transactions to a particular customer