Create a return

Create a return

To create a return on behalf of a customer:
To return an order (or an order item or a product within an order), the order must first be in one of the following states:

R

Released

S

Shipped

D

Deposited

F

Ready for remote fulfillment

G

Pending remote fulfillment

C

Completed

However, to return an order (or order item within an order) using the New Return wizard in the WebSphere Commerce Accelerator as described below, both the order and order item within the order must be in either S (shipped) or D (deposited) state. To return items in any state (R, F, G, C and including S and D), use the ReturnItemAdd command.

Open the WebSphere Commerce Accelerator.
You can create a return by searching for the original order, or by searching for the customer, and then launching the New Return wizard, by doing one of the following:

From the Operations menu, click Find Orders.

From the Sales menu, clickFind Orders.

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.
Search for the order that contains the product for the return, by providing at least one of the following order information:

In the Order number field, type the order number, which uniquely identifies the order.
In the Customer logon ID field, type the customer's unique store logon ID. If this search dialog was launched by clicking Find Orders from the Orders list for a particular customer, the customer logon ID is populated with the customer's logon ID for the store.
From the Order state list, select the status of the order, such as new or pending.
From the Account 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 for the customer to shop at the store.

Click Find. The system performs a search and a list of orders that match the search criteria displays.
Select the check box next to the order that you want to work with, and click New Return to create a new return. The New Return wizard launches, displaying the Products From Order - Search Results page first.

From the Operations menu, click Find Customers.

From the Sales menu, click Find Customers.

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.
Provide any of the following customer information:

In the Customer logon ID field, type all or part of the customer's logon ID.
In the First name field, type all or part of the customer's first name.
In the Last name field, type all or part of the customer's last name.
In the Phone number 1 field, type all or part of the customer's primary phone number.
In the E-mail address 1 field, type all or part of the customer's primary e-mail address.
In the City field, type all or part of the city of the customer's contact address.
In the ZIP/Postal code field, type all or part of the ZIP or postal code of the customer's contact address.
In the Account name field, select the account name associated with this customer. This is typically the name of the organization with which the customer is associated. The organization has defined contracts with the store, stipulating terms for the customer to shop at the store.

Click Find. The system performs a search and a list of customers that match the search criteria displays.
Select the check box next to the order that you want to work with, and click New Return to create a new return. The New Return wizard launches, displaying the Products page first.

Provide appropriate information for the fields and click Next to save each page. Click Back to return to the previous page, if necessary.
When you have completed all pages, click Finish on the Confirmation page to create the return.

Related concepts

Returns and refunds

Related tasks

Change a return