Code: 8536
Category: Dynamics GP
Course duration: 1 days

About this Course

This one day Microsoft Dynamics GP Returns Management course explores the returns windows and functions used to process RMAs (Return material authorization) from your customers as well as RTVs (return to vendor). This course also teaches about the underlying master tables used throughout the Field Service Series (FSS) modules as well as additional functions for Returns available within SOP. Additional features such as copying, deleting, voiding and reconciling inventory are covered as well.

A thorough understanding of these topics allows you to handle all necessary functions regarding inventory processing relating to returned goods. You learn how to process a return from the customer on through to returning an item to the vendor for a warranty repair and then back to the customer with minimal effort. This course also shows you how to define default values that automatically populate data fields and gather the information you need to make better business decisions by exploring powerful inquiry and reporting options.

Audience Profile

Customers wanting to learn the basic features and to develop a working knowledge of the typical day-to-day procedures required to effectively use Returns Management.

The class is targeted toward data entry clerks, administrators, office managers, CEOs, and consultants who need to understand the technical aspects of Microsoft Dynamics GP Returns Management and gain foundational knowledge of the application functionality.


Before attending this course, students must have:

  • General knowledge of Microsoft Windows
  • Basic knowledge of Inventory and Sales Order Processing

At Course Completion

After completing this course, students should be able to:

  • Process different types of RMAs from credits, to replacements, to cross-ships.
  • Create customer credits, replacement orders and re-stocking charges all from within the RMA processing functions.
  • Handle scrapping inventory, returning inventory to stock, and processing returned items to a depot (repair) center.
  • Process Returns to the vendor for credit, replacement or repair.
  • Link RTVs to RMAs to ensure a documented flow that remains with the equipment from the time it enters your warehouse on through to the vendor and then back again.
  • Perform reporting for scheduling of in-bound returns and overdue items.
  • Perform analysis regarding product turnaround.

Course Outline

Module 1: Overview

This chapter provides a general overview of the features and benefits of using the Returns Management module in an integrated environment. It also focuses on how this module integrates with other modules in the Microsoft Dynamics GP application.


  • Returns Management Features and Benefits
  • Returns Management Terms and Definitions
  • RMA Overview and Flow
  • RTV Overview and Flow
  • Integration
  • Returns Management Roadmap

After completing this chapter, students will be able to:

  • Identify the features and benefits available when using Returns management
  • Discuss integration that takes place between Returns management and other modules within the application
  • Identify the navigation used to access the windows for transactions, reports, utilities, routines, and inquiries in Returns management

Module 2: Setup Procedures

This chapter focuses on the setup procedures for the Returns Management module. We will examine the pre-requisite setup and overlapping windows to make Returns operate smoothly. Returns Management setup reports are also discussed briefly.


  • Returns Management Setup Checklist
  • Company, Financial, Inventory and Sales Setup Procedures
  • Posting Setup
  • Site maintenance
  • Item maintenance
  • Price Level Maintenance
  • Equipment Status maintenance
  • Customer Extensions setup
  • Item extensions setup
  • RMA Status maintenance
  • RMA Reason Code maintenance
  • RMA Type maintenance
  • RTV Status Maintenance
  • RTV Type maintenance
  • Vendor Extensions maintenance
  • Reimbursement maintenance
  • Returns Setup

Lab : Set up precursor data for Returns

Lab : Create Customer and Item extensions

Lab : Create RMA Types

Lab : Update RMA Types for Ready Close status

Lab : Create RTV Types

After completing this chapter, students will be able to:

  • Customize settings for the Returns Management module
  • Set up extended data for customers and vendors
  • Create RMA and RTV types
  • Specify the basic life cycle for an RMA and an RTV

Module 3: Equipment Maintenance

This chapter helps the student to understand the equipment master and it's relationship to inventory and customers and how it is used in the Returns module.


  • Inventory vs. Equipment
  • Equipment maintenance
  • Equipment ECO
  • System Configuration maintenance
  • Equipment maintenance - supersession
  • Equipment meter readings
  • Equipment PM Schedule maintenance
  • Equipment Entry - PMs
  • Equipment Inquiry
  • Desktop Inquiry

Lab : Create Equipment Maintenance records manually

Lab : Create Equipment records from SOP

Lab : Create Equipment records from PO Receiving

Lab : Test your knowledge - equipment maintenance

After completing this chapter, students will be able to:

  • Enter and edit equipment records
  • Perform actions related to equipment

Module 4: RMA Daily Procedures

This chapter describes how to enter and maintain RMAs (Return material authorization) from customers and illustrates the process from the transaction entry to RTV closing.


  • RMA Process Flow by RMA Type chart
  • RMA Entry/Update
  • RMA Line Item information
  • RMA Line Serial Numbers
  • RMA Customer Path information
  • RMA Receiving
  • RMA Line Process Return
  • RMA Closing
  • Internal RMA Entry
  • Create SOP Auto Return

Lab : Create an RMA manually

Lab : Create an RMA from a SOP invoice

Lab : RMA Receiving

Lab : RMA Process Line

Lab : Short Answer - RMA

After completing this chapter, students will be able to:

  • Enter and process RMA transactions
  • Process RMA lines

Module 5: RTV Daily Procedures

This chapter describes how to enter and maintain RTVs (Return to Vendor) for vendors and illustrates the process from the transaction entry to RTV closing.


  • RTV Process Flow by RTV Type Chart
  • RTV Entry/Update
  • RTV Shipping Details
  • RTV Line Detail View
  • RTV Line Vouchers
  • RTV Shipping
  • RTV Receiving
  • RTV Closing

Lab : Create an RTV manually

Lab : RTV ShippingLab : RTV Receiving

After completing this chapter, students will be able to:

  • Enter and process RTV transactions

Module 6: Inventory Transfers

This chapter examines the underlying inventory transfers that are used with RMAs and RTVs.


  • Inventory Transfers
  • Inventory print - picking and packing
  • Inventory Receipts

Lab : Inventory Transfers

Lab : Inventory Receipts

After completing this chapter, students will be able to:

  • Create an inventory transfer manually
  • Process the inventory shipping separately

Module 7: Returns Maintenance

This chapter shows how to copy, delete, void and purge RMAs and RTVs and learn the various inquiry and reports available.


  • Copying RMAs
  • Deleting RMAs
  • Voiding RMAs
  • Deleting RTVs
  • Voiding RTVs
  • Reconcile
  • Purge
  • Inquiries
  • Reports

After completing this chapter, students will be able to:

  • Copy, Delete or Void Returns documents
  • Reconcile Inventory
  • Purge historical returns
  • Search using the inquiries and reports

Module 8: Appendix: SmartList

This appendix discusses the use of SmartList to access returns data. There are also optional exercises that can be completed by students if time permits.


  • Using SmartLists
  • Creating Objects
  • Using the Search Button
  • Saving New Objects as Favorites

Lab : Returns management smartlist

After completing this chapter, students will be able to:

  • Use SmartLists to access valuable returns data
  • Create new SmartList objects
  • Use the Search button to manage the information in a view
  • Explain the various options that are available when using SmartLists

Module 9: Appendix: Terms and Acronymns used in the Field Service Industry

This appendix presents questions on various topics in Field Service. It is a good review tool to test what you have learned.
After completing this chapter, students will be able to:

  • Gauge how much they have learned about Field Service
  • Identify areas that need to be reviewed

Module 10: Appendix: Case Study

This case study is a comprehensive lab that can be used to reinforce the learning that has occurred throughout the Returns Management class.
After completing this chapter, students will be able to:

  • Understand the necessary processes to set up and manage Returns Management
  • Have more confidence in their ability to use Returns Management in their company

Module 11: Appendix: Answers

This section includes the answers to all the labs that appear through out the manual.