Legacy platform

Return orders

IBM® Sterling™ Call Center enables customers to return, exchange, cancel return orders and other related tasks.

Create a return or exchange order
Sometimes, products reach the customers in a damaged state or a customer might not be satisfied with the product. In such situations, a customer would prefer to return the products and get a refund. The customer might also decide to purchase a similar product in exchange for the original product. Therefore, the user must be able to create a return or exchange order, adjust prices, and refund the customer appropriately.
Return products without order information
Sometimes, a customer may want to return a product and might not have order information associated with the product due to some reason like loss of receipt. In such cases, a user can create a return order for a product by capturing the product information first followed by other order fulfillment details. This process is referred as creating a blind return.
Search for return orders
Customers might call the call center to inquire about the status of the products that they returned, expecting a refund. In such cases, the user must be able to search the return order by using the details that are provided by the customer.
View return summary
The user must be able to view the summary of a return order and do the relevant tasks.
Cancel return orders
A customer must be able to cancel a return or exchange order. This feature gives the provision to cancel a return order placed by a customer, when the customer decides to keep the products. The customer should also be able to cancel any exchange order that is associated with the return order.
View return line summary
The user must be able to view the summary of a return order line and do the related tasks.

Parent topic: Managing orders