Return and exchange orders
A customer might be unhappy with a purchase for various reasons. You can create a return or exchange order to return the products that the customer is unhappy with, and exchange any products the customer wants.
A customer can return a product and a store associate can accept and process the return. The store associate can process the return whether or not the customer has a receipt. The store associate can begin creating a return order by searching for the order, customer who placed the order or the product being returned.
- You can create a return order from the order number or by using a receipt. By using this method, you do not have to search for individual products that must be returned.
- You can create a return order through identifying the customer. In this method, you can identify the customer who wants to return the product and add only those products that the customer wants to return. You can also perform an advanced search for a customer to utilize more search parameters to identify a customer. The correct customer might be found on first search, or if there are multiple matching customers, you can select the correct customer from a list of all matching customers. Once the customer is identified, the orders that the customers have placed is displayed to the store associate. The store associate needs to choose the order and then start the return process
- You can create a return order without being able to identify the customer. You can search for products to add to the return order. A product can be searched by the barcode of the product, or the store associate can enter keywords and find the product from the list of products that matches the input keyword.
Similarly, you can add products from multiple orders to the return order. When you add products to a return order, the customer information that is present in the sales order is automatically associated with the return order.
The application determines whether the products that you select to add to the return order are returnable or not. Some products might not be valid to include in a return order. In such situations, you can override the violations if you have the appropriate permissions and manager's override User ID. Return policies can be configured to disallow the addition of certain order lines to the return order altogether. Such order lines cannot be added to the return order. After the products are added to the return order, the application guides you to the next stage where you can add return reasons, capture addresses, change the return methods, if required, and view all products in the return order. Then, the application computes a refund amount that must be paid to the customer.
If the customer wants to purchase a new product in exchange for the returned product, you can add the products to an exchange order. After you add the products to an exchange order, you are guided through the process of order creation similar to a sales order. Before you confirm the exchange order, you can view the amount that is transferred from the return order to the exchange order. You can also view the breakup of the order totals and capture any additional amount that the customer must pay to fulfill the order. Finally, you can choose an appropriate way to refund the amount to the customer.
You can also cancel a return or exchange order if the customer decides to retain the products and asks for a cancellation.
After a return or exchange order is complete, you can view the return order summary or the exchange order summary. After the summary is displayed, and the store associate is done viewing the summary, the return locations must be set for each product before the store associate can return to the home screen of the application.
While adding products to a return order or an exchange order, you can also share the product details with the customer through emails.