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Returns & Complaints

Both modules handle returns and defects related to a posted sales invoice – but they differ in their outcome:

Module Purpose Result in BC
Return (Retoure) Goods come back, customer receives a credit memo or replacement Credit memo or return order (unposted)
Complaint (Reklamation) Record a defect and track it by status Entry in MC Warehouse Complaints with a status

Return

Workflow:

  1. Open Retoure.
  2. Enter the invoice number, tap Suchen (search) and tap the invoice that is found.
  3. Under Rechnungszeilen (invoice lines), tap the line that came back.
  4. Check the Menge (quantity) – it is prefilled with the invoiced quantity; more is not possible.
  5. Choose the Beleg (document): Gutschrift (credit memo) or Verkaufsreklamation (sales return order, e.g. for repair or replacement).
  6. Choose the Grund (reason).
  7. Retoure buchen – the app creates the credit memo or return order and reports its document number.

Neue Retoure starts the next one.

“Retoure buchen” only creates the document

The credit memo or return order is created unposted and linked to the invoice. The back office reviews it and then posts it in Business Central. Quantities already returned are taken into account – across several returns, no more than the invoiced quantity can be taken back.

Document and reason are independent

Whether a credit memo or a return order is created depends solely on the Beleg selection – not on the reason.

Reasons for returns and complaints

The reasons come from the Business Central table Return Reasons. The terminal only offers reasons that have Show on Warehouse Terminal set.

  • On installation the extension creates eight reasons: REFUSED, UNDELIV, WITHDRAW, WARRANTY, REPAIR, DEFECT, WRONGITEM, OTHER. Existing codes are left unchanged.
  • You are free to rename, add or hide reasons.
  • The reason is carried into the sales line; Business Central applies the reason's settings (e.g. Default Location Code, Inventory Value Zero).

Message “Keine Reklamationsgründe hinterlegt”

This message (no reasons maintained) appears when no reason is released for the terminal. Set Show on Warehouse Terminal on at least one return reason.

Complaint

Records defects with an invoice reference and tracks them through a status flow.

Workflow:

  1. Open Reklamation.
  2. Enter the invoice number, tap Suchen (search) and tap the invoice that is found.
  3. Under Rechnungszeilen (invoice lines), tap the affected line.
  4. Record the Menge (quantity, at most the invoiced quantity), the Grund (reason) and a Kommentar (comment, "Problem beschreiben").
  5. Reklamation anlegen – the app reports the entry number.

Neue Reklamation starts the next one.

Vorhandene Reklamationen (existing complaints) lists every entry for the invoice you searched, with its current status.

Advancing the status:

Tap the complaint in that list. The app asks for confirmation and moves it on:

from becomes
Offen (open) In Bearbeitung (in progress)
In Bearbeitung Gelöst (resolved)
Wartet auf Kunde (waiting for customer) Gelöst

Wartet auf Kunde and Storniert (cancelled) are set by the back office in Business Central – they cannot be chosen on the terminal. Gelöst and Storniert are end states; the app reports that the complaint is closed.

Open complaints (Offen, In Bearbeitung, Wartet auf Kunde) appear as a badge on the tile and in the Dashboard.

Photo as evidence

Document defects with the Photo module – document type Gebuchte Verkaufsrechnung (posted sales invoice) and the invoice number. This speeds up resolution.

Handling complaints in Business Central

The complaints recorded on the terminal are listed in MC Warehouse Complaints (also reachable from the Dashboard). From there:

Action Effect
Create Return Order Creates a sales return order (unposted) from the invoice line – when the goods come back, e.g. warranty or repair
Create Credit Memo Creates a sales credit memo (unposted) – when the case is settled by value alone
Open Document Opens the return order or credit memo created for the complaint
Open Invoice Opens the posted sales invoice

Creating a document links it to the complaint and moves the status from Open to In Progress. Each complaint gets at most one document of each kind; the quantity already returned per invoice line is taken into account.

Next steps