Process: Update return

 

Flow

Legend

 

Objective

Process of updating an existing return, which occurs in this scenario:

• Customer or customer-service representative creates a return request, which may or may not have been approved.
• Customer either decides to return something else (a different item) or change some aspect of what he thought would be returned.

 

Description

The process describes updating an existing return. If the goods have been received or a credit has been issued, reject the update and proceed with the return process as if it is a return with prior approval. If the goods have not been received already and a credit has not been issued yet, proceed to make the updates and then process the return request. An RMA will be generated in this case. Inform the customer of the RMA number, and proceed with the Return goods process.

Return authorization is never denied, but it may be not granted by the system. CSR or CSS is able to override, and to issue RMA anyway if this is necessary to resolve the particular customer situation.

 

Features

• Return life cycle
• Return edits

 

Edition

Professional, Enterprise

 

Subprocesses

• Administer return request
• Administer return request
• Return goods
• Return goods
• Return with prior approval
• Return with prior approval

 

Tasks

Task	Description	Role
Add ad-hoc item to return request	Add an ad-hoc item to the return request. An ad-hoc item is one that is not in the original order.	Customer Service Representative
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(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
Find return	Find the return in the system.	Customer Service Representative
Notify customer (external)	Notify the customer regarding the customer status of the process. This is a general task used to communicate information that the customer should know. In returns processing, the customer is notified if a requested update to a return request is rejected, because the goods were received already or a credit was issued already.	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 ret doesn't exist (external)	Inform the customer that the return does not exist in the system.	Customer Service Representative
Reject return updates	The updates will be rejected if the goods for the return have been received already or a credit was issued already.	Customer Service Representative
Remove ad-hoc item from return req	Remove an ad-hoc item from the return request.	Customer Service Representative
Remove order item from return req	Remove an order item from the return request.	Customer Service Representative
Request return update (external)	The customer requests an update to their return request.	Customer
Update refund method	Update the refund payment method.	Customer Service Representative

 

Business artifacts

• Credit
• Inventory adjustment
• Inventory receipt
• Original order
• Return request
• RMA
• Stocked goods

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