Cancelling a return or exchange order

A CSR should be able to cancel a return order and the exchange order, if associated with the return order. The CSR should also be able to skip the cancelation of the exchange order.

1. Log on to Sterling™ Call Center. The Home page opens.
2. Go to the Return Summary screen in one of the following ways:
   • In the Return Order panel, enter the order details, and click Find Return.
   • In the Related Tasks panel, click Return Search. The Return Search screen opens. Enter the order details and click Search.

   If your search results in a single order, the Return Summary screen opens. If your search results in multiple orders, a list of return orders is displayed. Select the return order that you want to cancel.

3. In the Related Tasks panel, click Cancel Return. The Cancel Return Order screen opens.

   You can do the same task from the Shipment Tracking, Payment Inquiry, and other screens as well.

4. From the Reason code list, select a cancellation reason.
5. Select one of the following options:
   • Click Select all available lines to cancel to select all the products that are eligible for cancellation.

     This option is selected by default. For this option, the Save button is disabled and you cannot modify the order line details as editing on the grid is disabled. When you navigate to the next screen in the wizard, the entire order is cancelled.

   • Click Select specific lines to cancel to select the order lines that you want to cancel.

     If you select this option, modification is allowed on the grid. If you modify order lines on a page and navigate to the next page, a confirmation message to save the changes is displayed. Similarly, you are prompted to save changes on all the pages.

6. Click Next.
   If the return order is associated with an exchange order, the Cancel Exchange Order screen is displayed. The user can follow the same procedure as a sales order to cancel the exchange order. You can select the Cancellation of Exchange not required to skip the cancellation of the associated exchange order. After you complete selecting the return or exchange orders for cancellation, the Payment Confirmation screen is displayed. You can view complete details of payment which includes the following details:
   • Previous order total: The order total before the products were selected for cancellation.
   • Decreased by: The amount by which the current order total is reduced.
   • Adjusted order total: The order total after the products are selected for cancellation.
7. Click Confirm. The selected products are canceled and the status is updated as canceled for the order lines in the Return Summary screen.
   If you cancel all the order lines in the return or exchange order, the entire order is canceled and the status is displayed as "Canceled" in the Return Summary screen.