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Returns
- Automatic approval for returns
Every product that is modified within a return is subject to an automatic approval process. With the appropriate level of security, manual approval can be issued, but for a typical return, automatic approval is easier. Automatic approval consists of a series of tests on the specified product and its relationship to the rest of the return, other returns, and the original order. For each unsuccessful test, a denial reason is logged against the return item. The reasons can be presented to a Customer Service Representative who can override the system evaluation and issue a manual approval.
- Return items
Products that are included in a return are either order items or catalog entries in the WebSphere Commerce database. Return can support both ATP and non-ATP inventory systems. In addition, for ATP inventory systems, components of a dynamic and static kit are placed on a return by using the appropriate catalog entry. The refund amount depends on the type of return item that is used to create a return merchandise authorization (RMA).
- Kits and kit components for returns
A dynamic kit contains multiple products, is ordered as a unit, and has one price and one stock keeping unit (SKU). For returns, a kit is commonly treated as a unit. In some cases it might be more appropriate to handle kit components individually. For example, a computer system has been set up within WebSphere Commerce as a dynamic kit. During the order process, the individual components (such as the hard drive, memory, and monitor) were specified with the use of a configurator. When the computer system was received by the customer, the monitor was defective. The customer now wants a refund for just the defective monitor and wants to keep the rest of the computer system. In this case, the original order item and the individual kit component are specified as returns. The customer is issued a refund for the monitor only, but the order item information is used for calculation and analysis purposes.
- Order items and catalog entries for returns
Using WebSphere Commerce, you can track returned orders, whether they are returned order items or returned catalog entries.
- ReturnCreditAndCloseScan command
Refunds for a return merchandise authorization (RMA).
- Suggested refund amount
When you update an existing return, a suggested refund will be calculated. A Customer Service Representative can modify a suggested amount on a case-by-case basis. The suggested credit including adjustments, charges, and taxes is summed in the ReturnPrepare command after taxes are calculated.
- Apply a restocking fee for returns
By default, when a customer returns an item a restocking fee is not applied. You can customize WebSphere Commerce to charge customers a restocking fee; the fee can be either a flat rate, or a percentage amount of the order.