Problem with Item Tracking in sale return order in nav2009r2

Dear Friends,

I have a problem with our item tracking system. That is suppose when we have to return the item from customer through get posted lines to reverse. In that time system unable to compare the lot or serial nos on item.

My requirement is system need to ask serial or lot number. And that should be match with the serial or lot number on the product which we have sent to customer previously.

How can i manage this issue. Can any one please help me.