How to Make a Replacement

To create a replacement of an order on NetSuite, please refer to the steps advised below.

You can see a snapshot for a Sales Order below for which plan to make a replacement to another item. We plan to swap 1121524 ~ Faux Potted String of Hearts to 1543231 ~ Three Sand Fluted Planters - Small (currently on sale for £57.50).

FAQ: How to Create a Replacement Order in NetSuite - Step by Step Guide

1. Accessing the Customer Account

• Click on the customer account under the Customer tab below the External Order ID field
• Tip: Open in a new tab for easier reference as you'll need to copy the original order ID

2. Creating a New Sales Order

• Navigate to the Sales tab in the customer account
• Click on "New Sales Order" to open a blank sales order form

3. Filling in the Order Details

• External Order ID: Copy from original order and add "-R" (use "-R2", "-R3" for subsequent replacements)
• High Priority: Check this box to prioritize dispatch in the warehouse system
• SO Customer Phone: Include customer's phone number for reference
• Discount Item & Rate: Set to "discount" with a rate of -100.0% for replacements
• Promo Code: Use "FOCREPLMAG2" as standard identifier for replacements

4. Documenting Replacement Reason

• Select appropriate reason under "Reason for Return" or "New Customer Reason Codes"
• For post-delivery issues, use "New Customer Reason Codes" at the right end of the order line
• For pre-delivery issues, use "Reason for Return"
• Provide detailed notes in "Other Reason for Return" including original item number, sales order, and reason for replacement

5. Setting Up Shipping Information

• Verify shipping address matches original order (unless customer requested a different address)
• Select "Free Shipping - Standard Delivery" as the shipping method
• Ensure shipping cost is set to 0.00
• Confirm the order summary in the right corner shows zero total

6. Finalizing the Order

• Navigate to the Customs tab and select "Free Order"
• Save the order to generate a Sales Order reference number

Example Case: Replacing item 1121524 (Faux Potted String of Hearts) with item 1543231 (Three Sand Fluted Planters - Small) due to customer size preference after delivery.

To being making the arrangements for the swap/replacement, click on the customer account under the Customer tab right below the External Order ID field. Will recommend opening it in a new tab for convenience as you would have to copy the external order ID from the original order ID (add a dash R to it such 002124349-R)

Once opened, you would see the following page, aka the customer account. From there, you can head to the Sales under the lower options field.

Upon clicking on the Sales tab, you would be able to see the Transactions, over there click on New Sales Order to load a Sales Order form that you can fill up to make a new order.

Once you are the sales order form, you can fill up the relevant details to make the sales order replacement as needed. You can review the red highlighted columns and ensure a few things to be like this as shown below.

External Order ID can be copied from the original order and pasted to the replacement order with a dash - R (consquently R2, R3 for the increasing number of replacements). Would not recommend going for that many replacements as it could get confusing to track unless you good at navigating NetSuite.

High Priority ~ Checkbox - You can tick the checkbox as it changes the priority of despatch over waerlinx.

SO Customer Phone - Ensure you are adding the customer’s number onto the orders for proper referencing and in case any one needs it.

Discount Item & Rate - For replacements/swaps, the discount Item would be set to discount as shown below and the rate should always be -100.0% (minus hundred percent)

Promo Code - Not important, we normally use FOCREPLMAG2 as identifier.

Consequently, you need to select a reason for replacement under Reason for Return or New Customer Reason Codes (which can be found at the very right end of the order line, consisting of post-fulfilment reasons) and Other Reason for Return. For before delivery reasons, you would have to select those at Reason for Return.

Here is what I have wrote:

New Customer Reason Codes: Change of Mind - After Delivery Size Other Reason for Return: 1121524 - SO1387320 - Swapped from original item to 1543231 in line to retaining cx as they wanted to return due to size preference

Then head to the Shipping section to verify that the shipping address is same as the original address, unless the customer has emailed to confirm that the replacement needs to be delivered another address, then change it accordingly. For shipping method, select Free Shipping - Standard Delivery and the Shipping cost should be 0.00 to ensure your summary in the right corner is zero.

And one last thing, head to the Customs tab, and select the order as Free Order and you can proceed with saving the order.

Once saved, you would an Sales Order reference generated at the top! Viola, you’re good to go!