Process: Add order items to return request
Flow
Objective
Add the order items from existing orders to be returned to the return request.
Description
This process describes the capture of items that the customer wants to return. The items must be known from one or more orders that have been shipped earlier. The items are being added to a return request in preparation for creating a return merchandise authorization (RMA). The CSR can add the serial number for the returned items.
Features
- Return life cycle
- Return merchandise authorization (RMA) creation
Customization
Add configured items
Edition
Professional, Enterprise
Tasks
| Task | Description | Role |
|---|---|---|
| Add order item to return request |
Add an order item to the return request. This indicates that the item is an item being returned. The serial number can also be added to the item. |
Customer Service Representative |
| Find order item |
Find an order item in an existing order. |
Customer Service Representative |
| Find order(s) |
Find by: order number and customer logon Id Advanced query: by all order fields: address, order status, date (start end), e-mail, phone |
Customer Service Representative |
Business artifacts
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