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Creating return and exchange orders


A customer might want to return a product for various reasons, such as wrong size or damaged. Alternatively, the customer might want to return a product and exchange it for something different. In such cases, you can create return and exchange orders to appease the customer.

Before you begin

Ensure that the store has necessary resource permission.

Creating a return order by searching for an order

  1. Log on to Sterling Store Engagement.
  2. From the application menu, select Customer service.
  3. In the More tasks portlet, click Return products.
  4. In the Search for list, Order is defaulted.
  5. Do any one of the following:
    • Scan or enter the order number.
    • Click Advanced search to search for orders. The list of orders is displayed.

      The list of orders based on your search criteria is displayed.

  6. Click View. All the products corresponding to the order is displayed.
  7. Scan or enter the serial number or SKU to return.
  8. Add the quantity to return. The product gets added to the return cart. The total number of products to return is also displayed.

    For a serialized product, when you click +, you are prompted to scan the product. This is to ensure that the scanned products match with the products that are present in the sales order.

  9. If you want to modify your search criteria, click Modify search.
  10. Click Continue.
  11. Select the return reason.
    • If the return reason is the same for all products, click Yes and select the appropriate return reason from the list.

      If the return reason is not the same for all products, click No and select the appropriate return reason for each product from the list.

    • If you want to return multiple quantities of the same product, and specify a different return reason for each quantity, click Add another reason.
  12. If a sales order contains customer details, you can view the customer name. Select the customer name and copy the information to the return order.
  13. If you want to exchange the order, click Exchange.
    1. Scan or enter keywords of the product. The list page opens.
    2. Select the product that you want to exchange, and click Add to cart.
  14. Click Check out.
  15. Apply coupons, if available.
  16. Click Continue.
    • If you are eligible for a refund, the Refund page opens.
    • If you have to pay any extra amount, the Capture payment page opens.

      Select the payment method and click Continue. If the payment is successful, the Return summary page opens. You can view the details of return or exchange orders.

  17. Click Done.

Creating a return order by searching for a product

A customer walks in to the store with the product to return. This is also called as blind return. In this scenario, a sales order is not associated with the product.
  1. Log on to Sterling Store Engagement.
  2. From the application menu, select Customer service.
  3. In the More tasks portlet, click Return products.
  4. In the Search for list, click Product.
  5. Enter or scan the product that you want to return. The Add to return page opens.

    If you enter a keyword, products that match the keyword are displayed. Select the appropriate product.

  6. Select the product quantity to return, and any other details, if applicable. For example, product variant.
  7. Click Add to return. The product is added to the return cart for which you can view the details.
  8. Click Continue.
  9. Select the return reason.

    If the return reason is same for all the products, click Yes and select the appropriate return reason from the list. Otherwise, click No and select the return reason for each product.

  10. Click OK. You can view the list of products that are added to return.

    You can update the details, if necessary.

  11. Optionally, you can complete the following line-level steps for a return order:
    Viewing product total, and adding or modifying charges:
    1. To view the breakup of the product total and to add or modify charges, click the product total. The Add/Modify product total page opens.
    2. Click Add charges.
    3. Select the Charge category, Charge name, and Amount.
      Note: You can add a specific charge only once.
    4. The Notes field is automatically updated to display the charge and amount added. You can edit the note to add more details.
    5. Click Apply and Close.
    6. Click Notes to add any additional notes.
    7. Click Edit return reason to modify the return reason.
    8. Click Remove to remove the return order line.
  12. Adding products to exchange:
    1. Enter or scan the product that you want to exchange.
      Note: The delivery method for exchange orders is always "Carry".
    2. To update the number of units of a product that is added to cart, update the number in the Quantity field. The Product total amount is updated for the new quantity.
    3. Add charges for the exchange order.
    4. Click Notes to add any additional notes.
    5. Click Gift options to mark an item as a gift and to add a message to the recipient and to have it gift wrapped.
    6. Click Edit delivery method to change the delivery method. Select the corresponding tab to view the availability for each delivery method.

      If you select Shipas the delivery method, update the address.

      If you select Pick up as the delivery method, search for a store or select the nearby stores that have the product available.

  13. Identifying the customer: To update the return order with an existing shipping address or to add a shipping address to the return order, click Identify customer.
    • If the customer is an existing customer of the store, search for the customer by first name, last name, phone number, or email address. Select the relevant customer from the search results, and click OK.

      To change the address of the existing customer, click Choose another address and select from the list of other available addresses or click Add new address to add a new address.

    • If it is a new customer, in the New customer tab of the Identify customer window, enter the address details and set it as the default shipping or billing address. Click Save.
  14. Applying coupons:
    Note: You can apply coupons only for exchange orders.
    To apply any gift coupons or vouchers to an exchange order to help the customers avail discounts, click Coupons applied.

    Scan or enter the coupon code. The total discount applicable for the coupon is shown.

  15. Add or modify charges for the exchange order.
  16. Click Continue and complete any payment or refund amount. For example, if you have refund customer, the Refund page opens.

    Select Cash or Gift card. Enter the amount to refund, and click Refund. The Return summary page opens. You can view the status of the return or exchange order. Additionally, you can view all the details related to the return or exchange order.

  17. Click Close. The Return products portlet is shown.

Creating a return order by searching for a customer

In this scenario, you do not have the order information, but have the customer information.
  1. Log on to Sterling Store Engagement.
  2. From the application menu, select Customer service.
  3. In the More tasks portlet, click Return products.
  4. In the Search for list, click Customer.
  5. Do any one of the following:
    • Enter the phone number or email address of the customer.
    • Click Advanced search and enter the first name of the customer. The customer details are displayed.

      Click View. The associated sales order is displayed. Click View. All the products for the corresponding sales order is displayed.

  6. Scan the products or click + to add products that you want to return. The cart gets updated and displays the total number of products to return.

    For a serialized product, when you click +, you are prompted to scan the product. This is to ensure that the scanned products match with the products that are present in the sales order.

  7. Click Continue. The Return list page opens.
  8. Select the return reason.
    • If the return reason is the same for all products, click Yes and select the appropriate return reason from the list.

      If the return reason is not the same for all products, click No and select the appropriate return reason for each product from the list.

    • If you want to return multiple quantities of the same product, and specify a different return reason for each quantity, click Add another reason.
  9. If a sales order contains customer details, you can view the customer name. Select the customer name and copy the information to the return order.
  10. If you want to exchange the order, click Exchange.
    1. Scan or enter keywords of the product. The list page opens.
    2. Select the product that you want to exchange, and click Add to cart.
  11. Click Check out.
  12. Apply coupons, if available.
  13. Click Continue.
    • If you are eligible for a refund, the Refund page opens.
    • If you have to pay any extra amount, the Capture payment page opens.

      Select the payment method and click Continue. If the payment is successful, the Return summary page opens. You can view the details of return or exchange orders.

  14. Click Done.

Receiving products in store

Sterling Store Engagement allows you to receive products in store for which the return order is created in a different application/channel. For example, IBM® Call Center for Commerce. For such products, you must verify the products.

  1. Log on to Sterling Store Engagement.
  2. From the application menu, select Customer service.
  3. In the More tasks portlet, click Return products.
  4. In the Search for list, click Return order.
  5. Enter or scan the return order number. Alternatively, click Advanced search and click Search. The Advanced Return Order Search page opens.
  6. For the appropriate return order, click View. The Return summary page opens.
  7. Click Verify products to verify the products in store. The Verify products page opens.
    Note: For return orders that are created in Sterling Store Engagement, you can receive product after capturing the payment. The status gets updated to "Receipt closed". The returned products are added to your inventory.
  8. Click Close.