Returning Products

Common Return Errors

RETURN AUTHORIZATION (RA) ERROR MESSAGE	MEANING	INSTRUCTIONS
REF NUMBER NOT VALID	The correct invoice number was not entered.	Retransmit this RA. Follow the directions from step 6, paragraph b
OUTDATED	You transmitted the product as unsalable.	If this product is within the proper dating range, retransmit your credit using the salable reason.
FULL INVOICE QUANTITY RETURNED	You have already returned all of the items purchased under this invoice number.	Retransmit this RA. Follow the directions from step 6, paragraph b. Look for the H to the right of the credit amount. This is the 'Handling Charge.'
REFERENCE DOES NOT MATCH CUSTOMER	Incorrect identifying information was inputted.	Create a new return. Use the invoice number, not the delivery document number (follow directions from step 6, paragraph b).
DC DOES NOT STOCK	The same message appears for both of the following circumstances: If DC does not stock, but it was purchased from McKesson (and you have valid invoice number). If it is a manufacturer discontinued item, it had been purchased after the discontinued date, and returned within 90 days of purchase.	We will accept it back. Manual credit will be given for this item.
VENDOR POLICY ERROR	This item cannot be returned to McKesson because of the vendor's policy.	Contact the vendor for return instructions.

NOTE: If you see a little red flag in McKesson Connect, it means something was not entered correctly and/or some reference data such as an invoice # wasn't included.
Call your sales rep if you see an error message that you don't understand.

TIPS

Returns should be processed weekly to reduce back log and improve cash flow.
Take advantage of the ability to place returns online in McKesson Connect and also to print Return Authorizations from McKesson Connect once acknowledged to save time.Based on your GPO affiliation, there are return matrices for merchandise returns.
• Refer to your local Distribution Center for return policies.
• If you are affiliated with a Group Purchasing Organization, GPO, please refer to their respective policies.
Outdated or expired products are handled under the McKesson Unsaleable Returns Program which can be found on McKesson Connect. Adjust perpetual inventory counts if needed.

INSTRUCTIONS FOR PRODUCT RETURNS:

Instructions for using McKesson Connect to place a returns request can be found online by going to the Ordering module within Connect, clicking the Help link in the menu, and going to Core Functions – Credit Returns.

FOR MORE INFORMATION

For questions regarding McKesson Connect returns, call eCommerce Support at 800.793.9875.