Process: Administer return request
Flow
Objective
Return products to the seller after having been granted approval and been given an RMA.
Description
This process describes returns processing with prior approval, meaning that the customer obtains approval and an RMA number before returning the items back to the seller. Approval was obtained for the return prior to the goods being received at the fulfillment center or warehouse.
The process begins with a return request from the customer. Using the request, a customer-service representative will use it to find the original order and create a return request.
Note (B2B direct): If the Buyer does not know the order number or it cannot be found in the system, an ad-hoc return request can be created.
Once the return request has been created, items from the original order can be added or ad-hoc items from the catalog can be added if ad-hoc returns are supported by the store.
Note: For consumer direct, only the original payment method in the order is used as the refund payment method. Without customization, this means that if the original order was not found, a refund cannot be issued automatically by the system. For B2B direct, terms and conditions can be used to specify the refund method, which can be the original payment method for the order or line of credit. Ad-hoc returns are only supported in the B2B direct model.
Following the determination of the refund method, the return request is processed. This involves the determination of the refund amount. The system will calculate the amount based on the contents of the return request including taxes. The returns administrator may also apply adjustments to the amount.
After the refund amount has been determined, the return request must be approved. The system can automatically approve the return based on business policy or it can be manually approved. Manual approval may require negotiation and changes to the return request. Once approved, the system generates an RMA number.
The customer will be notified that the agreed on merchandise is to be returned using the RMA number. If no merchandise is to be returned, the customer is issued a credit and the process ends. If merchandise is to be returned, the customer returns the merchandise using the RMA and instructions provided. Once the goods are received at the designated fulfillment center or warehouse, receiving will log the items, look up and print the RMA, and send it along with the goods for dispositioning. The disposition process may result in the goods being returned to inventory, making them available for allocation to other new or existing orders.
Features
Returns life cycle
RMA generation
Return approval
- Automatic by defined business policy
- Manual
Dispositioning
Return to Inventory
Ad-hoc return (B2B direct)
Automatic refund amount calculation, including taxes
Refund amount adjustment
Customization
- Alternate approval mechanisms
- Refund type determination including independent credit
- Alternate forms of dispositioning -- for example, requiring specific steps or approval
- Alternate forms of refund amount calculation -- for example, restocking fees, adjustments off based on business rules
Edition
Professional, Enterprise
Subprocesses
Tasks
| Task | Description | Role |
|---|---|---|
| Adjust refund amount |
Adjust the refund amount up or down based on negotiation with the customer. |
Customer Service Representative |
| Calculate refund amount |
Calculate the refund amount for the product based on business rules. In addition, calculate adjustments and taxes for the refund. |
System |
Business artifacts
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