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Returns and refunds
WebSphere Commerce supports returns for available to promise (ATP) inventory-enabled stores using return merchandise authorization (RMA) functionality. A return is a record of a customer's request for a refund, to return merchandise, or both. The term is used whether an RMA is issued in advance of merchandise receipt or the transaction is begun at the time of merchandise receipt.
If a customer is not satisfied with their purchase, the merchant can offer a refund for the purchase.
To return an order (or an order item or a product within an order), it must first be in one of the following states:
- PRC
- Process
- CLS
- Closed
However, to return an order (or order item within an order) using the New Return wizard in the WebSphere Commerce Accelerator, both the order and order item within the order must be in:
PRC or CLS state and have already been shipped
To return items in any state, use the ReturnItemAdd command.
Some products may be configured as non-refundable; for example, for hygienic reasons, intimate apparel sold directly to consumers is not refundable. Whether or not the merchandise must be returned for a refund is configurable at the product level. For example, a specialty food dealer may want non-perishable food products returned but not fresh produce. A suggested refund amount and possible methods for issuing refunds are calculated according to system settings and policies. System settings and policies can be overridden with the appropriate level of security. The merchant may choose to issue RMAs in preparation for receiving returned merchandise and issuing a refund.
The possible payment methods for issuing a refund are calculated using system settings and policies. The default implementation uses a simple calculation. A refund may be issued against the original form of payment or to a line of credit, depending upon system policies.
If the merchant chooses to issue RMAs, these can be created using a self-service interface utilizing a automatic approval mechanism built into the returns management system. A Customer Service Representative can also create a RMA or modify an existing one. The Customer Service Representative has the ease of use provided by the automatic approval mechanism but also has the flexibility to make any necessary adjustments and manually approve an RMA. Using the commands provided in the returns system, a customer can request an authorization to return products they have ordered. With the Customer Service Representative's assistance, an RMA can also be issued for products ordered by others, such as gifts, products ordered outside the customer's business organization, or for items where the original order cannot be identified.
Use the New Return wizard and Change Return notebook within the WebSphere Commerce Accelerator to create new returns or edit existing returns. To open the New Return wizard, first search for an existing order or a customer, then click the appropriate button on the search results list to open the wizard.
To open the Change Return notebook, first search for the existing return and then click the appropriate button on the search results list to open the notebook.
- Find returns
Use the WebSphere Commerce Accelerator to find returns.
- Create a return
Use the WebSphere Commerce Accelerator to create a return on behalf of a customer.
- Approve system-denied returns
Typically, if a customer requests a refund for a products, the return is automatically approved. However, in some cases, the return must be manually approved by someone who has authority to approve returns for the store, such as the Customer Service Supervisor.
- Cancel returns
Use the WebSphere Commerce Accelerator to cancel a specific return.
- Changing a return
Use the WebSphere Commerce Accelerator to change the details of a return, such as the quantity of products for the return, the credit method, or any comments to specific products or the entire return. You can perform this task only if a refund has not yet been processed, that is, the amount has not been credited to the customer's credit card or line of credit.
- View comments added to a return
Use the WebSphere Commerce Accelerator to view a comment added to an existing return, whether the comment is for a specific product within a return or for the return as a whole.
- View return summaries
Use the WebSphere Commerce Accelerator to view a summary that details a return.
- Print a return summary
Use the WebSphere Commerce Accelerator to print a summary that details a return, including the products to be refunded, whether the product needs to be returned to the fulfillment center, the return reason, credit amount, and any comments and credit adjustments.
- List a customer's returns
Use the WebSphere Commerce Accelerator to view a list of returns for a customer.
Related concepts
Available to promise (ATP) inventory allocation
Related tasks
Remove a product from a return
Changing the quantity of products in a return