Processing Returns in CollisionLink

KB Article #280    

CollisionLink allows you to easily record parts that were returned by a shop. Returns can be processed against transactions that have a Status of Completed, Submitted for Reimbursement, or Closed--including orders that have already been archived. CollisionLink provides several options for processing returns: 

• You can manually process a return against any completed order by using the Process Returns feature on the Order Details.  
• If you are not sure which order the part belongs to, you can find the part to process a return using the Return Part > Search Parts feature available from the Overview window.
• A shop user can submit a return request using CollisionLink. When you receive the returned parts, you can complete the process using the Return Parts > Buyer Returns feature available from the Overview window.
• If you need to process a return on an order submitted via CollisionLink's Claim Creation Manager (CCM), you can do so using the Process Returns feature available from any open Claim Creation Manager order.

Notes:

• CollisionLink allows you to receive notifications when parts are returned by a shop. (Click here for more information.) 
• Completed returns can be viewed at any time. (Click here for information.)   
• PartsTrader orders received in CollisionLink may incur a transaction fee from PartsTrader. If processing a return against a PartsTrader order, the following Part Return Notice may display. Contact the shop to process the return in PartsTrader to ensure you receive a credit for the fee.

  

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To process a return from the Order Details window:  

1. Search the Overview or archived orders for the returned part’s transaction. Once you have located the correct order, double click to view its details.
2. Click Returns and then click Process Returns. The Process Part Return Wizard will open.
     
3. Place a check beside the parts that were returned.
     
4. Verify the Qty Ret.  
5. Select a Reason for the return. (Part Not Needed, Customer Requested Wrong Part, Damaged Part, Dealer Sent Wrong Part, or Repair Cancelled/Totaled.)  
6. Type the Credit Memo # or any additional Notes you may have. Note: Any added notes for returning a part will not be shared with the shop. 
7. Click OK to complete the returns process. 

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     To search for a part and then process a return from the Overview window:  

1. Click Return Parts from the CollisionLink Tools section of the left-hand navigation.   
2. Click the Search Parts tab. Note: The search feature will not search for any parts in archived orders.
     
3. Type the Part Number returned and, if needed, adjust the date range for when the part was received. (Both fields are required.) Click the search criteria option to include RO#, Invoice #, or Shop Name as part of your search.
     
4. Click Search.  
5. Select the transaction and then click Process Return. Note: Parts that have already been returned will be grayed out.
     
6. From the Return Parts window, type the Credit Memo # or any additional Notes you may have. Note: Any added notes for returning a part will not be shared with the shop. 
     
7. Verify the quantity being returned.
     
8. Select a Reason for the return. (Part Not Needed, Customer Requested Wrong Part, Damaged Part, Dealer Sent Wrong Part, or Repair Cancelled/Totaled.)
     
9. Click Return Parts.
     
10. A confirmation message will display. Click Back if you have additional part returns that need processed.
    

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To process a return from a shop:  

1. Click Return Parts from the CollisionLink Tools section of the left-hand navigation.    
2. The Buyer Returns window will display, showing any returns received from your body shops. The body shop name, shop RO#, and the Notes field will help you identify the parts being returned.
     
3. Click the see more option to expand and view the complete list of parts returned.
     
4. Individual items can be selected for return by placing a check beside the part. You can also check the "select all" box to process all available returns on the order as a credit. (All parts on an order should be either received or rejected.)
     
5. Click Process Returns to process the return.
   -or-
   Click Reject Returns to deny the return.
     
6. A confirmation message will display. Click Back if you have additional parts that need returned. (The selected parts will be removed from the Buyer Returns window.)
   -or-
   Click the Overview tab to go to the CollisionLink Overview.
   

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To process Claim Creation Manager returns:

1. Search the Overview or archived orders for the returned part’s transaction. Once you have located the correct order, double click to view its details. Note: Claim Creation Manager orders will display Manual Order Shop (U.S./Canada) in the Submitted By column.
2. Click Process Returns.
   
3. Type a Credit Memo #.
   
4. Type any Notes, if desired.
   
5. Check the box for the line you wish to submit a return for.
   
6. Adjust the Qty Ret (Quantity Returned) as needed.
   
7. Select a reason for the return from the Reason drop-down.
   
8. Click OK.