View return summary

The user must be able to view the summary of a return order and do the relevant tasks.

Solution

This section describes APIs, user exits, services, and other components.

The user can search for a return order and go to the Return Summary screen. The user can view the return order number, return creation date, status, total amount, refund to address, return from address, and individual order lines. The user can view the related exchange order details as well.

The primary details for the return order and exchange order, the return order lines, along with the "Refund To" and "Return From" addresses are returned by the getCompleteOrderDetails API.

Return orders can be created and modified through multiple channels or different versions of the same application. If the return order is modified in an external system and is no longer supported by the current application, the support level is calculated. The getCompleteOrderDetails API returns a SupportLevel attribute for the ApplicationCode and ApplicationVersion attributes passed in the input. The SupportLevel attribute can have one of the following values:
  • Minimum: If this value is returned, all the related tasks are disabled. Only the primary information of the order is displayed. In place of the return order lines, a message is displayed, which indicates that the order is modified externally and cannot be viewed using the current version of the application.
  • Medium: If this value is returned, few related tasks are enabled.
  • Full: If this value is returned, all the related tasks are enabled.

When the user clicks the return amount, the API retrieves the return price summary that includes a line level breakup of details such as adjustments, shipping charges, and taxes. The API also returns the exchange order number, if an exchange order is associated with the return order.

The getExceptionListForOrder API is called to retrieve the number of open alerts on the return order.

The getParticipantNoteList API is called to retrieve all the notes. To filter the order notes, the selected filter criteria is passed as input to the API.

When the user adds a note, the changeOrder API is called to save the note to the order and the getParticipantNoteList API is called again to display the saved notes.

You can also view the returns that are created for an order in the "Returns" tab of the Order Summary screen. When the user clicks the return order number, the getCompleteOrderLineList API is called to display the details on the Return Summary screen.

There are two specific tasks that are related to a return order. When a customer wants to know the status of the returned products, the user can click the "Where is my return?" link. The getCompleteOrderLineList API is called to display the Shipment Tracking screen. The user can view the status of the shipment for the return order.

When the customer wants to know about the refund for the products that are returned, the user can click the "Where is my refund?" link. The Payment Inquiry screen is displayed. The user can see the payment status, the order total, charges or refunds, and credit towards exchanges. The getPaymentInquiryDetails API is called to display the Payment Inquiry screen.

When the customer wants a change in the return method for an order, the user can click the "Change Return" link. The Change Return screen is displayed. The getFulfillmentSummaryDetails API is called to display the Fulfillment Summary screen.

When the customer wants to cancel a return order, the user can click the "Cancel Return" link. The Cancel Return Order screen is displayed. The getCompleteOrderDetails API is called to display the return order lines for cancellation.

After navigating to the Shipment Tracking or Payment Inquiry screen, the user can click the "Go to Return Summary" button to go back to the Return Summary screen. The getCompleteOrderDetails API is called to display the Return Summary screen.

Implementation

The following section describes the rules that you must configure.
  • You must configure the standard unit of measure display rules for a product. To define the unit of measure for quantity, see Defining unit of measure.

  • Viewing a return order is a permission controlled task. The user can launch this task only if the user belongs to a user group that is assigned the necessary permissions. For information about assigning resource permissions to a user group, see Administering user group permissions.
  • For more information about APIs, see the Javadoc.

End-user impact

Users can view the details of a return order and do necessary tasks or answer customer queries conveniently.