Return and exchange orders
Customers can return products for various reasons. For example, the product might be
defective, might not meet the expectations of the customer either due to quality issue or delivery
of a wrong product. After receiving a return request from the customer, a store associate can
initiate the return process by creating a return order for the customer to return the
products.
As a store associate you can create a return order to trigger the customer return process in a
store. The following business use cases explain how returns are handled by a store associate in a store.
- The customer has the order receipt for the purchased product. In this case, you can scan the order number to initiate the return process.
- The customer does not know the order number, but is a registered customer. In this case, search for the customer and view the orders placed by the customer. Select the order and view the list of products associated with the order. Scan the appropriate products to return.
You can also handle blind returns for customers who are not registered or do not know the order number.
You can add products to the return order from multiple orders. When you add products to a return order, the customer information that is present in the sales order is automatically associated with the return order. To process return orders, add returned products and capture the appropriate return reason. You can also create exchange orders. However, the payment or refund process varies based on the business needs.