Creating a return order

You must create a return order when a customer wants to return products for any reason such as damaged goods or incorrect size.

1. Log in to Sterling Store Engagement and switch to the Customer Service View by using the eye icon.
2. In the More Tasks portlet, click Return Products. The Return Products portlet opens.
3. 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:
   • Order:
     1. From the drop-down menu in the portlet, select Order, if not already selected.
     2. Scan or enter the order number. The Add Products to Return screen opens.
        If the order number or receipt is unavailable, perform an advanced search.

        1. Click Advanced Search.
        2. Enter appropriate search criteria such as customer's First Name, Last Name, Phone Number, and so on.
        3. Click Search. Both draft and confirmed orders are displayed.
        To refine the order list, perform the following steps:

        1. Click Refine Order List. The Filter pop-up window opens with Order Date, Order Status, and Order Channel as filters.
        2. Expand a filter and select the appropriate value. If you want to search for orders created only in the current store, select Search within store
        3. Click Apply. The order list is filtered.
   • 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.
   • Customer:
     1. From the drop-down menu in the portlet, select Customer.
     2. Enter the phone number of the customer and click Search. The Add Products to Return screen opens.
        If the customer's phone number is unavailable, perform an advanced search.

        1. Click Advanced Search.
        2. Enter appropriate search criteria such as customer's First Name, Last Name, and so on.
        3. Click Search. Both draft and confirmed orders are displayed.
     3. Select the customer and click View Orders. If a single customer is found, the orders for that customer are displayed. If multiple customers are found, a customer list is shown. You can select a customer to view the orders. If the customer has many orders, you can use the filter option:
        To refine the order list, perform the following steps:

        1. Click Refine Order List. The Filter pop-up window opens with Order Date, Order Status, and Order Channel as filters.
        2. Expand a filter and select the appropriate value. If you want to search for orders created only in the current store, select Search within store
        3. Click Apply. The order list is filtered.
     4. Select the appropriate order and click View Products. The Add Products to Return screen opens. If a product does not comply with the store's return policy or if the product is not returnable for any reason, it is indicated accordingly.

   Click the Share button to share product details through email with the customer. The email address of the customer is automatically populated when you add one of the products of an order as a return and the customer is identified. Otherwise, type the customer's email address and click Email. The product details are sent to the customer.
4. Select the product and click Add to Return. The product is added to the return order and updated in the mini cart.
   To increase or decrease the quantity of products in the order, click the + and - buttons as necessary.
5. Click Continue. The Add Return Reason window opens. You can perform the following steps:
   • In the Add Return Reason pop-up window, you can perform the following steps:
     1. If a single product is being returned, select the Return Reason.

     2. Click OK to save the changes.
     The Returns List screen opens.
6. 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. If you want to run the search again, click Modify Search.
     • 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.
7. Click Process Refund. The Refund screen opens. You can perform the following steps:
   1. Click Add payment method.
   2. From the drop-down menu, select the payment method and fill in the required fields.
8. Click Finish to issue the refund to the customer. The Return Summary screen is displayed with a success message. You can perform 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.
9. Click Done. The Record Return Location window opens
10. Enter the return location in one of the following ways:
    • Click Yes if all of the products in the return order 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 different locations. Select the Return Location from the menu for each product.

    Click OK. The Home page opens.