An employee is trying to link an RMA to a Sales Order but when she enters the RMA under Sales Order Entry and hits save, an error message pops up saying “Invalid RMA.” From what I have heard sometimes that will happen if the customer name does not match properly between the RMA and the SO but we have confirmed all the necessary information and it all appears to be consistent. Any ideas? I might run a trace and see if that gives me a better idea of what is occurring.
Hi,
It’s not the customer name so much as the customer ID. Does the RMA customer ID match the Sales Order customer ID? I have run a test and get the same error as you due to customer ID mismatch. I wondered if a part number difference between RMA and order would also create same error, however it does not. The systems appears to allow part number mismatch to get by at least thru RMA entry (didn’t test receipt, disposition).
One other thought if your customer ids match, could you have a difference in ship to customer ID. I’m not sure if that causes error, just a thought.
Nancy
That’s kind of what I meant without getting into that much detail. Our Service Coordinator told me the same thing that the Customer ID’s must match. Which I thought we confirmed. We tried deleting the line from the RMA and reentering it. That didn’t help. Ultimately they just deleted the RMA and created a new one, which appeared to have done the trick.
We have a new issue related to this that I’m not sure can be corrected other than through our internal processes. We’ve had some customers go through mergers that have been approved and finalized so now they are renamed. We created a new customer ID for this “new” customer but they don’t want to use the older customer ID’s because the information is now outdated. They still want tracking on RMA’s but obviously they won’t be able to be linked to the Sales Orders as the ID’s aren’t going to match. Any thoughts or suggestions on what we should do?
do you use serial numbers? if so have you tried to use the serial number customer transfer? not sure if this is what you are after but may help
That looks like it would be perfect for what we need to accomplish, unfortunately we do not use serial numbers, at least within Epicor. 
Honestly, I like to avoid changing a customers ID unless necessary. A name change should be same ID, in my opinion, as that’s why system identifiers are used instead of names. To separate out what business occurred under one name vs another, a datestamp from name change could be used for filtering pertinent data.
I must add however, I have always thought that Epicor should be providing a means of assigning a “parent” customer to customer records, to allow trackers and reports to do a better job of tying same customer records together. Just because a customer has multiple branches paying the bill doesn’t mean we don’t want to see all customer data together.
We do use serialization of our pumps to track what job and shipment and order it went out on and when it comes back via rma. Serial number transactions show every system ID (i.e., order no, job no, pack no, rma no, etc) associated with processing it.
Nancy
Can you open the RMA with the same Customer that you use when you create the Sales Order to return the RMA? - since they merge, etc