Game One Returns Process

This article outlines the Game One returns process in FDM4.

Table of Contents:

• Game One Return Policy
• Return Types in FDM4
• Return to Game One Stock
• Return to Vendor
• Crediting the Customer
• Game One Returns Cheat Sheet

This article contains everything needed to process claims and returns on orders. Please use the Table of Contents above to jump to the sections needed. First and foremost, please review the Game One Return Policy to ensure you are able to move forward with the return. 

REP CONSIDERATIONS

It is important to know that items not stocked at a Game One warehouse and not returnable to the vendor will result in the cost of goods being charged against your commission. More and more vendors are not accepting returns, so please keep this in mind before agreeing to a return with the customer.

Game One does not accept returns where the cost of goods is less than $100. The customer may receive a credit and the cost will also be charged against the sales rep's commission.

Game One Return Policy

Non-customized products can be returned up to 30 days after shipment. Customized products cannot be returned. If there is a quality issue with a customized product, customers have 30 days to notify Game One. 

Decorated Items

• Items with custom decoration cannot be returned, unless there is a quality issue. In that instance, a customer has 30 days to notify Game One.

• Decorated orders cannot be cancelled by the customer once they are in decoration.

• If the order is cancelled before it lands on a machine, Game One will allow for a return.

• If there is a restocking fee to return a product to a vendor, you will be notified at the time of your return and the fee will be due when the return is processed. 

The Game One Return Policy is available on our website.

Return Types in FDM4

FDM4 has three return types: RI, MA and MC. Please see below for how to use each return type. 

• RI (Return to Inventory) - Use this claim type to return physical product to a Game One warehouse to be resold to another customer. Return to Inventory claims are entered by the CRR, a call tag is issued, and the customer must return the merchandise before the credit is applied. The rep/customer must communicate exactly what product is being returned (including color, size, and quantities). If the scope of the return changes, it is the responsibility of the rep to communicate the change to the CRR. The claim is dependent upon warehouse inspection.
• MA (Misc Allowance) - Use this claim to issue the customer a credit when no merchandise is being physically returned. This return type applies to returns of less than $100 COGS or times when we need to offer a discount to a customer. It is recommended that MA claims be entered by the Billing Analyst to ensure the credit is properly applied to the invoice or new order.
• MC (Misc Charge) - Use this claim to charge the customer for a dropped charge. This claim is mainly used by the billing team to charge the customer if the tax or freight drops during invoicing.

Return to Game One Stock (SWANTON LOCATION ONLY!)

Follow these steps to return product to Game One Stock:

1. Go to Claims Order Entry > Start a New Claim
2. Type in the Customer Number > Next
3. If the original order has invoiced, type the order number in the Match to Order box.  If the order is still open, click Skip Matching. 
   1. Matching to an Order:
      1. Choose a Match Reason from the drop-down menu.
      2. Select a Match Action Code; RI.
      3. If you matched the original order, then toggle the products you need to return and click Create Claim.
   2. Not Matching to an Order: 
      1. If using an unmatched claim, click Add to add the product details being returned. Make sure you add each item they are returning. 
      2. Click Edit to change quantities. 
         ***NOTE: When returning inventory, you should always include the selling price on the claim. Do not zero out the selling price.
4. Go to the Header to ensure the correct Return Warehouse is set to Swanton - HD, along with any return freight credits in the Misc. tab. 
5. When all products have been added to the claim, click Complete.
   Confirm the transaction.
6. When prompted, add a Claim comment. 
   *Please make sure you are adding the Original O#, and Original PO# to the comments, along with any exchange information, if applicable.*
7. Click Save and Close. Close the Comments screen.
8. When prompted to print the Claim Confirmation, select Yes, and email to yourself.
9. The next screen will ask how many ARS tags to generate. The default is 1 but can be increased. When ready click Queue Label Request or Download Report. 
10. Send the ARS tag and Claim Confirmation to the customer letting them know they must return the items to receive the credit. Letting them know to include the Claim confirmation in the box. This helps the returns department with processing your return. 

Once the items have been returned to the warehouse, the claim will be processed and credit can be issued to the customer's order.

Returning Product to the Vendor

FDM4 does not allow us to return directly to the vendor. The CRR must work with the Swanton Returns Department to determine if the product is eligible to be returned at all. Follow these steps:

1. The CRR will reach out to the GOreturns@game-one.com to request a Return Authorization from the vendor. 
2. If the vendor accepts the return and issues an RA number, the returns department will send the RA to the CRR to move forward with the RI claim. 
   1. If the vendor denies the return, the CRR can issue a MA Claim to issue credit to the customer. The rep will get hit with the COGS for the product.
3. Go to Claims Order Entry > Start a New Claim
4. Type in the Customer Number > Next
5. If the original order has invoiced, type the order number in the Match to Order box.  If the order is still open, click Skip Matching. 
   1. Matching to an Order:
      1. Choose a Match Reason from the drop-down menu.
      2. Select a Match Action Code; RI.
      3. If you matched the original order, then toggle the products you need to return and click Create Claim.
   2. Not Matching to an Order: 
      1. If using an unmatched claim, click Add to add the product details being returned. Make sure you add each item they are returning. 
      2. Click Edit to change quantities and action to RI. 
         ***NOTE: When returning inventory, you should always include the selling price on the claim. Do not zero out the selling price.
6. Go to the Header to ensure the correct Return Warehouse is set to Swanton - HD, along with any return freight credits in the Misc. tab. 
7. When all products have been added to the claim, click Complete.
   Confirm the transaction.
8. When prompted, add a Claim comment. 
   *Please make sure you are adding the Original O#, and Original PO# to the comments, along with any Vendor RA information and exchange information, if applicable.*
9. Click Save and Close. Close the Comments screen.
10. When prompted to print the Claim Confirmation, select Yes, and email to yourself.
11. The next screen will ask how many ARS tags to generate. The default is 1 but can be increased. When ready click Queue Label Request or Download Report. 
12. Send the ARS tag and Claim Confirmation to the customer letting them know they must return the items to receive the credit. Letting them know to include the Claim confirmation in the box. This helps the returns department with processing your return. 

Crediting the Customer

Once the claim type has been established, the claim may remain open until the inventory is received (RI) or the replacement order is ready to invoice. Replacement orders are typically keyed in by the CRR, and the Claim # is used in the Customer PO field to let the Billing Analyst know how the order is being paid. Communication is key! Adding comments and as much info to the order as possible will ensure the customer receives the proper credit where it is required. 

When a replacement order is rekeyed, the selling price should match the claim so they cancel one another out upon invoicing. Avoid entering Zero-dollar claims. This gets messy when the customer fails to return the product. Credit should only be issued when the product lands in the warehouse and gets checked in.