Returns | J & E Supply Training

Request for Credit & Exchanged Discrepancy Notification Report

The Request for Credit & Exchanges Discrepancy Notification Report or R & D report is a document the J & E uses to record and track the status of returned materials. By documenting the flow of returned materials we can examine the reasons and causes for returned and restocked materials. By the examination of these reasons we will further improve operations and customer service.

An R & D must be completed when a customer notifies you of a pending or actual return. If materials are returned and not invoiced an R & D is not required. Ask the R & D Coordinator or your supervisor if you are not sure if a report should be completed for the returned materials. Remember the customer’s time may not be important to you, but it is important to them. Process the report in a timely manner and do not have the customer unnecessarily wait for a piece of paper we can mail to them.

There are two processes when starting an R & D Report. First, you should get a blank R & D Report from the Inside Sales area. Determine if the materials are being returned now or at a future time. If the parts are being returned now, you should get a Return Authorization Number (RA#) from the R & D Coordinator and process the R & D immediately. If the customer is informing you of a pending return, you can start the R & D and get an RA# for the customer to return the materials. No materials will be accepted without an RA#. The RA# must be written on all documentation associated with the returned items. If a return or cancellation originates through our Outside Sales Staff, and R & D Report will be completed by that Salesperson.

Follow this procedure when you are talking to customer about a pending return:

Inform the customer that they must have an RA# printed on the outside of the package. The Receiving Department will not accept a returned package if there is not and RA# listed clearly on the outside of the package.
Ask for a reason for the return. You can write the reason on the R & D on the “Description of Discrepancy” line.
Inform the customer that there may be “Restocking Fees.”
Ask for a contact name, contact number, parts being returned, customer order number, purchase order number, or any other pertinent information for completion of the R & D.

Follow this procedure when the customer is returning the material at the time you speak to them.

Ask if the customer has a receipt. If the customer does not have a receipt, query the computer for the order. You will need specific order information for the R & D Report.
Ask for a reason for return. You can write this reason on the “Description of Discrepancy” line.
Accurately count and record, in the middle section, the items returned. Be sure to fill in the “Parts Checked by” line in the bottom section.
Inform the customer there may be Restocking Fees.
Place the returned items on the “Restock Shelf” and write the RA# and date on the package.

Note: all pending and completed R & D Reports are to be given to the R & D Coordinator. No R & D Reports are to be held at your desk.

Completion of an R & D Report

Example of Blank R&D

You will not fill out all blank areas of the R & D Report. You are to only complete the TOP SECTIONS AND THE “Parts Checked by” LINE (IF YOU CHECKED THE PARTS BACK INTO J & E.)

Place a check in the appropriate box for “Branch.” The branch where the parts were filled from is the box that should be checked.
Write the current date in the “Date” blank on the R & D. (This should be the day the R & D was filled out.)
All R & D Reports are assigned a “Return Authorization Number” (RA#) by the R & D Coordinator. Always get an RA# when completing and R & D. The person who got the RA# will fill in their name on the “Issued By” line.
A return is when the customer actually returns the parts to your possession. “Return Authorized By” is the name of the department head that authorized the return. Note: there are special rules for an item being returned. i.e. A stock item that was not made by us in the shop, that was not special ordered, and is in new traceable condition may be returned within 30 days and does not require immediate approval by a department head. However, authorization is required by a department head on all returns before credit is issued.
Check the appropriate box for a “Credit Requested, Credit To Be Issued, Exchange, Original Paper Correct and Discrepancy.”

» Credit Requested is when you are not sure or do not have return authorization from a department head.

» Credit To Be Issued is when you have received authorization from a department head and credit will be issued to the customer.

» Exchange is when the customer is exchanging products.

» Original Paperwork Correct is when we have correctly relieved the inventory on the paperwork and billed the customer correctly, but did not pull the correct product.

» Discrepancy is when a customer informs you of a problem for which parts are not being returned or exchanged at this time. A Discrepancy can also be when the original paperwork is wrong in the customer’s eyes, but we believe that the parts are what they ordered and match the packing slip.

The name on the original ticket goes in “Customer Name.”
The telephone number of the contact person goes in “Phone Number.”
The name of the person that you get the return information from goes in “Contact Name.” If the driver or contact does not know the reason for the return, ask them for the name of a person whom we can contact that would know the reason for the return.
The Purchase Order Number from the original ticket goes on the “Customer PO” line. Leave this blank if there is not an original purchase order number.
The original order number goes in “Order Number.”
The invoice or reference number goes in the “Reference #.”
You must put your name in “J & E Associate Name.”
Check the appropriate box for the method of payment or if there is an open active order. If the order is being or has been modified, check the box and fill in the name of the person who modified the order.
Check the appropriate box under the “Details of Discrepancy.” “Over/Under Shipment” is checked when there is a quantity dispute. “Ordered Incorrectly” is checked if the customer ordered the parts in error. “Damaged” is checked if damage occurred during shipment of the materials. “Non-Conforming Shipment” is when the customer received materials that are not what they ordered, ie, Poor quality, incorrect size, wrong finish, etc. The “Other” box should be checked if any of the other boxes are not appropriate.
The next blank line labeled “Description of Discrepancy” requires and explanation of the reason for the R & D. These lines should include the reason for the return and any other pertinent information that may help to solve the problem in the future.
The middle section is for the associate to fill in the quantity, description, and price of the items being returned. This is the time when the associate should inspect the parts for condition and fill in the “Parts Checked by” line.
“Corrective Action Taken to Achieve Customer Satisfaction ” is for you to list exactly what you did to help the customer resolve the problem where the parts are located after you received them back and if credit was issued.

All other parts of the bottom section will be filled out by the R & D Coordinator or a Department Head. All R & D Reports are to have an original completed order attached. After you have filled in the banks completely, the report is to be given to the R & D Coordinator. The R & D Coordinator will verify that all information is complete and accurate. After the R & D Coordinator has verified the completeness of the report, it will be given to the Warehouse Manager. You will never remove an open order from the computer. An open order will not be deleted from the computer system until the parts have been restocked and the R & D Report has been completed and approved by the Warehouse Manager. The Warehouse Manager will delete any open order and disperse copies of the R & D Report as required.

Example of Completed R&D