How to enter a Request
for Credit & RMA
First, go to screen DC203 in the Dealer
Connect XT System (the system you use to
place orders and look up parts pricing and
availability).
The first screen you see will give you the
opportunity to enter one of the following:
The invoice number where the part(s) were
billed.
The order number (the R number) the parts
were billed on.
The credit note number, if you’ve already
started the return.
You also have the option in the bottom left
corner to select from any credits you’ve
already started but not submitted.
Should you choose the select option, it will
give you a list of open credits that you’ve
already started.
Double click on the credit you want to work
with to continue.
Once you’ve entered this information, you
need to select a reason code. (See next
page)

Select the reason code that best
describes your reason for request.
Please do not use a code that does NOT
match your reason for request. If you do
so, the credit will be denied.

Credit Reason Code descriptions are
included at the end of this training
document.

Double click on the appropriate code.
You will then be taken back to the first
screen.
Click “OK”

The next screen you will come to will
prompt you to enter the following:
Credit reference details-why are you
requesting a credit/return?
Customer reference#-This is just what it
sounds like. This field is the opportunity
for you to enter a number or identifier that
will link this to your internal reference
information. (most use their PO number
or their original order number)

After you enter the information, click “OK”

The next field will show you the lines on
the referenced invoice.
You can click one line or multiple.
To choose multiple, use the ‘cntrl’ key on
your keyboard while you click on
additional lines.
Right click on one of the blue highlighted
lines.
Choose Credit Line Quantity

Once you’ve right clicked and selected an
option for the line(s) needing
credit/return, you will see this screen.

Enter the quantity you are requesting
credit/return for in the Shpd Qty field.
You may have ordered 5 but only
received 4. In this case, you would enter
a quantity of 1 for return.
Press enter after you enter the quantity in
the field.
If you have selected multiple lines, you
will be prompted to enter quantities for
each line for return each time you press
enter until all line quantities are entered.
Once complete, click ‘OK’

Once you’ve completed this step, you will
see this screen. QTY RMN indicates
lines/parts NOT requested for credit. If
blank, there is no quantity left to request
return for.

If requesting credit for a freight charge,
this must be requested on it’s own RMA,
separate from any other RMA against the
invoice.
Right click on the freight line and select
‘CREDIT LINE PRICE’

You will then enter the quantity of 1 and
the amount of freight you are requesting
credit for.

Click ‘OK’

Finally, you are shown the screen here to
review and confirm you’ve completed all
of your requests.

Once you confirm, click ‘End’

Next, you are on the notes screen.
Please be as detailed as possible here.
Each yellow line is a text field. Explain
why you are filing the claim. If you
received the wrong part, list the part
number received. If there is damage,
explain where the damage is and the
condition of the shipment. Include your
contact information.
If you had been dealing with a Hino
representative at any point during the
process of finding parts or discovering
damage, please include the Hino
representative’s name.
You can also upload supporting photos
when on the notes screen.

**If you prefer to email photos supporting your claim,
please send to [email protected]**

If you do not already see the Attachments
field on the bottom left-hand corner of the
screen, click on the paper clip. From
here, right click in the field with the
column header “Name”.

Click on the “Add” field. A pop-up box will show where you can find your photo on your
computer and simply drag and drop it in the box to add. Alternatively, you an click “Add”
to browse your computer to find the photo.

When you are done adding photos, click “OK” on the pop-up box. If you are done adding
text and photos, click “Update”.

You are finally at the submission screen.
Please always choose ‘Submit’ so that
the submission comes straight to the
analyst for review.

That’s it! You’ve completed a request for
return/credit!
Congratulations!

CREDIT REASON CODES

BONR-Backorder Not Required-use when a backordered part is received but no longer required.
CAIN-Catalog Incorrect-Use when part is ordered based on information provided in EPC or Parts catalogs and the
information was incorrect.
CMPG-Parts Replaced By Campaign-use only in special circumstances when authorized by Hino PDC.
CORE-Core Return-To be used when requesting the return of item core.
CPDA-Carrier Problem Damaged-To be used when part is received damaged due to freight carrier.
CPUD-Carrier Problem Undamaged-To be used when part is no longer required due to delivery of part was delayed by
carrier. Examples-lost shipment or late delivery.
CRCA-Customer Refused/Cancellation-To be used when customer cancels order of part after part has shipped or refuses
when received.
DEFP-Defective Part-To be used when part is received defective. NOT DAMGED DUE TO CARRIER PROBLEMS.
Example-exterior packaging is not damaged but part is defective inside packaging. This code cannot be used if part has
been installed. Installed defective parts must be submitted through Hino Parts Warranty.
DWIC-Damaged With Item Core-To be used when part received is damaged and has a core charge applied.
DWOC-Damaged Without Item Core-To be used when part received is damaged and has a core charge applied.
FRAL-Freight Allowance-To be used when requesting freight reimbursement.
IDNM-Interchange Did Not Work-To be used when part is superseded and interchanged part number does not work on
unit.
IPIP-Incorrect Part In Package-To be used when part received is labeled with correct part number information but the
part in package is not the correct part. (Same as MMPT)
MDPM-Misinformed By DPM-To be used when information provided by DPM was incorrect.
MIBH-Misinformed By Hino Motor Sales-To be used when information received by a Customer Service Representative of
Hino (PDC) was incorrect.
MMPT-Mismarked Part-To be used when part received is labeled with correct part number information, but the part in
package is not the correct part. (Same as IPIP)
MTSM-Misinformed By TSM-To be used when information provided by TSM was incorrect.
OENR-Ordered In Error, Not Required-To be used when part was ordered in error, not required.
RWPN-Received Wrong Part Number-to be used when part number ordered is different than part number received.
SEWL-Shipped In Error, Wrong Location-To be used when part shipped to incorrect location or shipped in error.
SSBP-Short Shipped But Billed Part-To be used when part is billed on invoice and packing list shows shipped, but part
never received.