Creating a blind return order

You can create a return order with just product and customer details when a customer wants to return a product but does not have any associated order information.

1. Log on to Sterling™ Call Center. The Home page opens.
2. In the Return panel, click Create Return. The Create Return screen opens. Alternatively, in the Related Tasks panel, you can click Create Return.
3. Select Without Order Information(Blind Return). A panel to capture product information is displayed.
4. Add the product in one of the following ways:
   • In the Product ID field, enter the product ID and click Add.
   • Click Browse. The Product Browsing screen opens. Browse for a product and click Add to Order.
     • If you have a draft blind return order open, the product is added directly to the order.
     • If multiple draft orders are open, the Add to Order window opens with the list of open orders. Select the order to which you want to add the product or click Create New Order to create a new order.
     • If you have not selected the Without Order Information(Blind Return) option on the Add Products to Return window, you are prompted to select this option for successfully adding the selected product.

     Once the product is added to the order, the Add Products to Return screen opens.

5. In the Quantity field, enter the quantity of the product that the customer wants to return.
6. From the Return Reason list, select an appropriate reason.
7. Click Next. The Customer Search screen opens.
8. Identify the customer.
   • If the customer already exists, perform the following steps:
     1. In the Customer Search Criteria panel, enter the appropriate details, and click Search.
        • If the search results in a single record, the customer information is displayed in the Search Results panel.
        • If the search results in multiple records, a list of customers that matches the search criteria is displayed. By default, you can preview the details of the first customer record in the list.
   • If the customer is new, perform the following steps:
     • Click Create New Registered Customer. The Create Contact window opens. Enter the appropriate details and click Apply.
     • In the "Bill To" and "Ship To" sections, click Add, the appropriate address capture window opens. Enter the appropriate details and then click Apply.

     Once you preview and add the customer contact details to the order, click Next. The Fulfillment Summary screen opens.

9. In the Fulfillment Summary screen, you can perform the following tasks:
   • The "Return From" and "Refund To" addresses are shown. You can edit the addresses, if required.
   • Depending on the delivery methods of order lines, they are grouped in separate panels.
     • In the Pickup Lines for Return panel, select one or more order lines and click Change to Shipping or Customer can keep to change the return method as required.
     • In the Shipping Lines for Return panel, select one or more order lines and click Change to Pickup or Customer can keep to change the return method as required.
     • In the Customer can keep Lines panel, select one or more order lines and click either Change to Shipping or Change to Pickup to change the return method as required.
     Notes:

     • If you change the return method to Pickup, you can also change the pickup address for the return order lines.
     • If you change the return method to "Customer can keep", you must specify a note stating the reason for changing the return method.

   Based on the changes applied, the order lines move to the appropriate panels.
10. Click Next. The Payment Confirmation screen for the return order opens.
    On this screen you can view the following details:

    • The Return Total and the Amount To Refund.
      • You can click the Return Total to view the pricing summary for the return order.
      • The Amount to Refund indicates the amount to be paid to the customer for returning the ordered products.
    • Payment methods to which the refund amount would be credited.
    • A breakup of the return order total in terms of adjustments, shipping charges, taxes, and so on.

    On this screen, you can also add payment methods or amounts for the return order.

11. Click Confirm. The return order is created and the Return Summary screen opens.