Add a product to a return

To add a product to an existing customer return that has not been processed (that is, an amount has not been credited to the customer's credit card or line of credit):

1. Open the WebSphere Commerce Accelerator.

2. From the Operations menu, click Find Returns.
   
   

   From the Sales menu, click Find Returns.
   A search dialog opens. If you do not see this menu, then your logon ID does not have the appropriate authority to perform this task. Contact your Site Administrator.

3. Find the return that you want to work with.

4. Open the Change Return notebook by selecting the check box next to the return that you want to work with, and click Change.

5. When you open the notebook, the Products page is displayed. Click Add. A product search dialog opens, so you can find products to add to the return.

6. Depending on where you want the system to search for products, do one of the following:

   • To search for products based on information about an existing order, select the Search from an existing customer order radio button and provide any of the order information below. Select this option if you know information about the order that contains the product to be returned. Provide at least one of the following order information:

     • In the Order number field, type the order number, which uniquely identifies the order that contains the product to be returned.

     • In the Customer logon ID field, type the store logon ID for the customer that has placed the order. If the customer logon ID for the originator of the return is known, then the customer logon ID is populated with the customer's logon ID for the store.

     • From the Account name list, select the customer's account name. This is typically the name of the organization with which the customer is associated. The organization has defined contracts with the store, stipulating terms and conditions for the customer to shop at the store.

     To return a product, it must have shipped to a customer as part of an existing order. If the product is not in shipped state in the WebSphere Commerce database, the product is not considered returnable and this will be indicated on the Products From Order - Search Results page as an uneditable row in the list.

   • To search for products within the store's online catalog, select the Search from the store's online catalog radio button and provide any of the product information below. Select this option if the customer who is originating the return is known but you do not know information about the order that contains the product to be returned. Note that this option is only available if a product is already included in the return and you want to add more products to the return. If the return does not currently contain any products, use the Search from an existing customer order option. Provide at least one of the following product information:

     • In the Product name field, type all or part of the product name for the product you want to add to the return; for example, "Women's sweater."

     • In the SKU field, type all or part of the SKU for the product you want to add to the return.

     • In the Short description field, type all or part of the short description for the product you want to add to the return; for example, "Women's red wool sweater."

7. Click Find. A list of products matching your search criteria is displayed.

8. From the list of products, do one of the following:

   • If the product you want to add to the return is in this list, type the return quantity in the Quantity field, and click OK. The product is added to the list of products requiring a refund, on the Products page.
     

     If the product to be added to the return is from the store's online catalog, the credit amount will not be calculated by the system. You must manually enter the amount in the Credit Adjustment field on the Products page.

   • If the product you want to add to the customer return is not in this list, or if the search results include too many products, click Cancel and refine your search criteria.

9. From the Products page, click Update Total to include the cost, before taxes or any other charges to the product, of the newly added product to the total credit amount for the entire return. The new total is displayed next to the Total field.

10. To make other changes to this return, use the links on the left side to switch between each returns page. To save the added product and close the notebook, click OK.

Related concepts

• Returns and refunds

Related tasks

• Change a return

• Remove a product from a return

• Change the quantity of products in a return