Creating an exchange order

A customer might return a product and ask for another product in exchange. For such situations, you can create an exchange order when you create a return order.

Procedure

Log in to Sterling Store Engagement and switch to the Customer Service View by using the eye icon.
In the More Tasks portlet, click Return Products. The Return Products portlet opens.
In the Return Products portlet, start creating the return order by searching for the sales order, product, or customer. By default, you can search based on an order. Begin the return order by searching in one of the following ways:
From the drop-down menu in the portlet, select Order:
- From the drop-down menu in the portlet, select Order.
  1. Scan or enter the order number. The Add Products to Return screen opens.
- From the drop-down menu in the portlet, select Product.
  1. Scan the product or enter the keywords for the product. If a single product is found, the Add Products to Return screen opens. If more than one product is found, a list of results is displayed. Select the correct product.
- From the drop-down menu in the portlet, select Customer.
  1. Enter the phone number or the email of the customer.
  2. Click View Orders for the appropriate customer. If a single customer is found, the orders for that customer are displayed. If multiple customers are found, a customer list is shown.
  3. Select the order that the returned product belongs to.
  4. Select the correct product. The Add Products to Return screen opens.
Click the Share button to share product details through email with the customer. If the customer's email address is already available in the system, it is automatically populated. Otherwise, type the customer's email address and click Email. The product details are sent to the customer.
Click Add to Return. The product is added to the return order. To add multiple products to the order, repeat steps 3-4 for each product.
Click Review Returns when all of the products are added to the return order. The Add reason for return window opens. You can perform the following steps:
- In the Add reason for return pop-up window, you can perform the following steps:
  1. Select Yes if all products have the same return reason. Select No if the products have different return reasons.
    1. If you select No, select the appropriate Return reason for each product.
  2. Select the Reason for return.
  3. Click OK to save the changes.
  The Returns List screen opens.
In the Returns List screen, you can perform the following steps:
- If you searched by Order or by Product, click Identify Customer. The Identify Customer pop-up window opens. You can perform the following steps:
  - Select the Existing Customer tab for customers who have accounts.
    1. Enter the first name, last name, phone number, or email address to search for a customer.
    2. Click Search. All existing customers with matching information are displayed.
    3. Select a customer and click OK to save the changes.
  - Select the New Customer tab for customers who do not have an account.
    1. Enter the customer information, including country, first name, last name, email address, and phone number. Similarly, enter the customer's shipping address.
    2. Select the Set as default billing address check box to use the shipping address as the billing address for the customer.
    3. Click OK to save the changes.
  - Tap the Exchanges field to scan a product code or enter product keywords to find an exchange product to create an exchange order.
    1. If you search for keywords, a list of matching products is displayed. Select the product that the customer wants. The Add Exchange screen opens.
    2. You can perform the following steps in the Add Exchange screen:
      
      Use the quantity icons to select the quantity that the customer wants to purchase.
      
      Select the fulfillment method for the purchase.
      
      Select the size of the product, if applicable.
Click Add as exchange. The Returns List screen opens.
- You can click Make this product a gift to make the exchange product the customer is purchasing into a gift.
  1. In the Enter Message field, enter the message that the customer wants to send with the gift.
  2. In the Recipient Name field, enter the name of the recipient who is receiving the gift.
  3. Click OK to save the gift options to the order.
After all exchange products are added to the order, the order total is updated to reflect the total of the Exchange order.
Click Process Refund if money is owed to the customer or Process Payments if the customer owes money. The Refund screen opens. You can perform the following steps:
- If there is a refund owed to the customer:
  1. Click Add payment method.
  2. Select the payment from the drop-down menu and enter the appropriate information in the required fields.
  3. Click OK to save the payment method.
  4. Click Finish to process the refund.
- If the customer must pay a balance on the exchange order:
  1. Click Add payment method.
  2. Select the payment method from the drop-down menu and enter the appropriate information in the required fields.
  3. Click OK to save the payment method.
  4. Click Pay to process the customer's payment.
Upon successful completion of the refund or customer payment, a success message is displayed. Click View Return Summary.
On the Return Summary screen, you can complete the following steps:
- Click PRINT in the Receipts panel to print a receipt for a customer.
- Click Email in the Receipts panel to e-mail a receipt to the customer.
  1. Enter the customer's email address.
  2. Click OK to send the receipt.
Click Done and the Record Return Location window opens.
Enter the return location in one of the following ways:
- Click Yes if all of the products in the return must go to the same return location. Select the Return Location from the menu.
- Click No if all of the products in the return must go to separate locations. Select the Return Location from the menu for each product.
Click OK. The Customer Service View screen opens.