Returning Products

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When products are expired, recalled, or damaged in the shipment process, users return the appropriate sample lots to the company office or the sample distributor. Users create sample return records to capture information on these sample returns and ensure their sample lot quantities are accurate.

For example, Cholecap’s manufacturer recalls a specific sample lot. Sarah Jones returns her samples from the recalled lot to the sample distributor and records the return in Veeva CRM. The sample distributor then destroys the recalled samples.

Ensure initial configuration is complete to use this functionality.

Creating a Return

To create a sample return, select New Return from the Sample Transactions section of the My Samples tab and complete the appropriate fields. Users can select inactive sample lots from the Sample and Lot # picklists on sample returns, unlike sample transfers.

Address information populates automatically, based on the selected Return To address’s Rep Roster record.

The selected picklist value for the Return_To_vod field must exactly match the Username External Id on the Rep Roster record; otherwise, the address fields do not populate. See Maintaining Sample Data Integrity for more information.

Select Submit when the return record is complete. Once the return is submitted, the selected samples are subtracted from the user’s sample inventory.

Users cannot edit submitted records. For information on unlocking submitted records as an admin, see Unlocking Submitted Sample Transaction and Inventory Records.

Creating Returns for Other Users

When users are deactivated, their manager or another user returns the deactivated user’s inventory to the sample distributor--typically a sample fulfillment vendor or the organization’s home office. Users can create returns for other users if they have access to the other user’s Sample Lot data. Data access is defined by Role Hierarchy and Sharing Rules. By default, managers can create returns for reporting users, since they have access to reporting users’ records through Role Hierarchy. Admins can create sharing rules to grant other users access as needed (see Maintaining Sample Data Integrity for more information).

To create a return for another user, use the Adjust For lookup field to select the appropriate user. The Sample and Lot # picklists on the return record display the products and sample lots available to the selected user.

If a user attempts to create a return for another user that they do not have access to, the Sample and Lot # picklists do not display any values and the return cannot be submitted.

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