Creating a Return

You can create a product return object if you want a customer to return a reported item for investigation or evaluation. You can create multiple return objects for a reported item in a complaint or equipment service request (ESR).

Before you begin:
  • You must be the owner, a Quality Manager , or Complaint Investigator.
  • The complaint or ESR must be in Create or In Process state.
See Also
Complaint Product Return Properties
  1. On the Returns/Fulfillments page, from the Returns tab toolbar, select Actions > Create New
    The Create Return page appears.
  2. Enter the following details.
    Field Name Description
    Type Click to select the type as CPR or its subtype. When you select the subtype, the custom attributes that are added to the selected subtype are listed in the Custom Attributes section of the page.
    Note: You can create a subtype for the context object using the Data Model Customization app. For more information, see Installation and Setup | Customize | 3DEXPERIENCE Platform | 3DSpace Data Model | Data Model Customization | Specialize Data Model | Specialization Types | Creating, Editing and Deleting a Specialization Type
    Reported Against Item Click and select an item from the Search Results page. The Search Results page lists all the products, physical products, and parts.
    Product ReturnedSelect Yes if the product is returned. Otherwise, select No.
    RMA NumberType the RMA number of the reported item.
    Not Returned RationaleType the reason why the product is not returned.
    QuantityType the quantity of product returned.
    Unit of MeasureSelect the unit of measure of the product quantity.
    Serial NumberType the serial number of the reported item.
    Shipping CarrierSelect the shipping carrier by which product is returned. You can select FedEx, UPS, USPS, or Other.
    Receiver Name Type the name of the person who received the reported item or click and select a person from the Search Results page.
    Received Product Condition Describe the condition of the returned product.
    Custom Attributes Type the additional information for the custom attributes that are selected as subtype of the CPR.
  3. Click Done.
    The product return is created with the prefix CPTRT-.

The created product return appears in the Returns tab.

You can create a CAPA request or select an existing CAPA for a product return. For this, you have to open a product return, select the Related CAPA command, and choose Create CAPA Request or Add to Existing CAPA command from toolbar.

Notes:
  • The CAPA Request or the CAPA added to a product return must be in its final stage.
  • The Related CAPA command is accessible only when a product return is in the In Process state.
  • You must have QUM license with Complaint Investigator or Quality Manager role to add a CAPA request or an existing CAPA to a product return.