Returning activated items

About returns

Returning involves taking an activated item and making some or all of the quantity available again for activation. When you return activated items:

For example, Entitlement A has a quantity of 20 seats, with an available quantity of 10 seats and an activated quantity of 10 seats on Machine B.

If you return 5 seats from Machine B, Entitlement A now has an available quantity of 15 seats and an activated quantity of 5 seats.

If you return the entire activated quantity, the activated item is disabled.

For activated items that have an expiration date, the returned quantity may be split from the original entitlement. On the new entitlement, the duration is the number of days before the activated item was due to expire.

Starting the return process

From the Activation menu

  1. On the Activation menu, click Return items.

    The Search Certificates to Return page displays to allow you to select the machine or registration certificate to return the activated items from. See Searching for machines or registration certificates to manage activated items for details. The page also includes a Batch Return link to allow you to return items from multiple machines. See Returning activated items from multiple machines.

  2. In the search results, click the Return link for the machine or registration certificate for which to return activated items.

    For a machine certificate, the Details page of the Return process displays to select the quantities to return.

    For a registration certificate, the full quantity on the certificate is always returned.

From the View Certificate page

The Options list in the View Certificate page toolbar includes a Return option.

From the View Entitlement page

On the Activation tab of the View Entitlement page, the Options list for each activation includes a Return option.

Determining whether to disable the machine and override the return restrictions

On the Details page, if you are returning the entire quantity, to disable the machine when the return is completed, check the Disable machine check box.

If you are permitted to override restrictions on returns, then from the Override restrictions dropdown, select the how the restrictions should be overridden. The available options are:

None Indicates to not override any of the restrictions.
Return authorization only Indicates to ignore the following restrictions:
  • Move count must be greater than 0. Poetic also does not decrement the move count.
  • Return requires a return authorization entitlement
Return prohibited only Indicates to ignore the following restrictions:
  • Move count must be greater than 0. Poetic also does not decrement the move count.
  • Product does not allow returns
All Indicates to override all of the restrictions.

Poetic stores the selected option in the internal notes for this transaction.

Providing additional information for the return

You may be prompted to provide additional information needed to process the return.

Setting the quantity to return

For machine certificates, on the Details page, in the Qty field for each item, type the quantity to return. The value must be less than or equal to the value in the Installed column.

Leave the field blank if you do not want to return any quantity for a specific item.

After providing the quantities to return, click Next. If the confirmation step is required, then the Confirm page displays. Otherwise, the Complete page displays.

Confirming the return

On the Confirm page, if required, check the check box to accept the legal terms and conditions for the return.

The Confirm page also includes fields for sending the certificate for the affected machine or registration certificate.

Result output From the dropdown, select an option to indicate how the certificate should be sent. The available options are:
None No certificate email is sent at all.
If you select this option, then the other fields for configuring the certificate email are hidden.
Email only The certificate content is in the body of the email.
The email has no attachments.
Email and key files The certificate content is in the body of the email.
All of the key files are attached separately.
Email and zipped key file The certificate content is in the body of the email.
The key files are attached in a single zip file.
Email and certificate The certificate content is in the body of the email.
A PDF version of the certificate is attached.
Email, zipped key files, and certificate The certificate content is in the body of the email.
The key files and a PDF version of the certificate are attached in a single zip file.
Do not email certificate to registered user If this check box is checked, then the registered user is not sent a copy of the updated certificate. If the check box is not checked, then whether the registered user receives the certificate depends on the system configuration.
Email to In the Email to field, type the email address(es) to send the certificate to. Use commas to separate multiple addresses.
Language From the Language dropdown, select the language to use for the message.
Comment In the Comment field, provide any additional information to include with the message.

You may also provide notes concerning the return. Having notes for a transaction helps maintain the history of the activated items.

On the Confirm page, to complete the return, click Finish.

Completing the return

The Complete page of the Return process displays. The page lists the machine or certificate name, and may also include a list of the keys that were updated as a result of the return. From this page, you can: