Process: Approve return

 

Flow

Legend

 

Objective

Approve the return request, thereby generating a return merchandise authorization (RMA) number and priming the system to be able to accept the goods for the RMA and credit the customer accordingly.

 

Description

A return may be approved automatically by the system based on business rules such as the following:

• Return is within X days
• Item is creditable
• Quantity is less than or equal to the quantity shipped
• Item return amount is within the amount paid

If the return request is not approved automatically, it still may be approved by a returns administrator with or without negotiation with the customer (returner).

 

Features

Return life cycle

Return approval

• Automatic
• Manual

 

Customization

• Business policies can be extended, changed, or replaced to define criteria for approval based on product, category, purchase date, purchase history, etc.
• Different contracts can reference different return-approval policies
• Automatic approval can be disabled
• Administrative approval can be extended to provide multiple levels of approval

 

Edition

Professional, Enterprise

 

Tasks

Task	Description	Role
Approve automatically	This is an automatic approve based on business rules. Some examples of standard checks: If return is with X days If item is creditable If the quantity is less than or equal to the quantity shipped If the item return amount is within the amount paid.	System
Approve return manually	Manually approve the return. Return items will have an "Approved Manually" state.	Customer Service Supervisor
Close return request	Close a return request. This is the end point in the life cycle of a return.	Returns Administrator
Modify return request	Modify the return request to allow it to be successfully approved.	Customer Service Representative
Negotiate return (external)	Negotiate with customer over the denial in an attempt to resolve the dispute.	Customer Service Representative
Notify customer refund won't happen (external)	Notify the customer that the refund for the return request will not be issued to the customer. An example of when this might occur is for a store that does not support refunds to a person that is not a registered user.	Customer Service Representative
Notify customer return is denied (external)	Notify the customer that the return has been rejected.	Customer Service Representative

 

Business artifacts

• Closed return request
• Denied return request
• Return request
• RMA

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