Process: Capture return with prior approval

 

Flow

Legend

 

Objective

Capture 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 process will try to determine 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 with the RMA number.

 

Features

Returns life cycle

RMA generation

Return approval

Dispositioning

Return to Inventory

Ad-hoc return (B2B direct)

Automatic refund amount calculation, including taxes

Refund amount adjustment

 

Customization

 

Edition

Professional, Enterprise

 

Subprocesses

 

Tasks

Task Description Role
Create ad-hoc return request

Create an ad-hoc return request. This is a return request without a pre-existing order.

 Returns Administrator
Create customer record

Create a new customer based on information obtained:

  • Logon
  • Password
  • Name
  • Challenge question/answer
  • Preferred currency/language
  • Address
  • Contact information
  • Demographic information

The customer should be enabled.

 Customer Service Representative
Create return request

Create a return request using the original order as input.

 System
Find customer

Find the customer using information obtained from them

  • Logon ID
  • First name
  • Last name
  • Phone number
  • e-mail address
  • Zip/postal code
  • Account (BE)
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
Notify customer about RMA number (external)

Notify the customer that a Return Merchandise Authorization(RMA) has been generated and provide the RMA number for reference.

 Customer Service Representative
Notify customer order doesn't exist (external)

Inform the customer that the order does not exist in whatever means the business supports.

 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
Receive return request (external)

Receive the return request from the customer, which typically would be via mail or e-mail. The request should identify the original order and/or the customer that placed the original order. It is possible that customer did not place the original order and that the original order is not identified.

 Customer Service Representative

 

Business artifacts

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