Trying To Process A Return order (RMA) in iStore Displays Error When SalesRep Not Active

(Doc ID 2123661.1)

Last updated on APRIL 13, 2016

Applies to:

Oracle iStore - Version 12.1.3 and later
Information in this document applies to any platform.
RMA, refund, returns

Symptoms

On : 12.1.3 version, Checkout and Order Placement

ACTUAL BEHAVIOR
---------------
iStore Returns Display Error When SalesRep Not Active

When a return is created from iStore for a sales order that has a salesrep that is no longer active the following error is returned.
The return from iStore is using the copy order function and validating the sales rep.
The same issue occurs in Order Management and we opened an SR, but that was closed and added to an enhancement because internally they have a work around.
iStore doesn't have a work around and should use the primary bill-to's sales rep if the sales order sales rep is invalid.

There are about 8000 iStore users. The Returns functionality in iStore was recently enabled and it's used heavily.
There are also have a lot of change in our sales reps, so this issue is occurring frequently and causing dealers to call which is taking a lot of time from our sales department to support.


ERROR
------------
Validation failed for the field - Salesperson


EXPECTED BEHAVIOR
-----------------------
Expect to be able to process returns even if the salesperson is no longer active.


STEPS
-----------------------
Steps to Recreate:

1. Open iStore
2. Navigate to Order Inquiry
3. Query closed order
4. Click Order number link to view details
5. Click on Returns button to start a return
6. View Error: Please Contact Sales Representative for more information

 

Cause

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