Operate > WebSphere Commerce Accelerator > Returns and refunds
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.
You can change returns on behalf of customers only if the customer was the original creator of the return and therefore has access to the return. When a Customer Service Representative searches for a return to change using the Find Returns menu option, the change will be on behalf of the customer who created the return. When the Customer Service Representative searches for an order by first searching for the customer, then clicking Returns from the list of customers, the change will be on behalf of the customer selected, and this may or may not be the customer who created the return. If the customer requesting the return change does not have access to the return, the operation fails and an error message is displayed.
Procedure
- Open the WebSphere Commerce Accelerator.
- Find the return that to work with.
- Select the check box next to the return that to work with, and click Change.
- Update the fields as required and use the links on the left side to switch between each returns page.
- Click OK to save the changes and close the notebook.
- Add products to returns
Use the WebSphere Commerce Accelerator 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).
- Remove a product from a return
Use the WebSphere Commerce Accelerator to remove a product from an existing return that has not been processed (that is, an amount has not been credited to the customer's credit card or line of credit).
- Changing the quantity of products in a return
Use the WebSphere Commerce Accelerator to change the quantity of products in a return (for example, a customer may request to return only two of three books purchased).
- Specify returns to the fulfillment center
After a product is added to a return, the system determines whether the customer should return the product, and the status is indicated as a Yes or No value.To change the status, select Yes or No as appropriate.
- Changing the return reason
Use the WebSphere Commerce Accelerator to change the reason for returning a product, regardless of whether the product is physically returned to the store.
- Changing the credit amount for a return
Use the WebSphere Commerce Accelerator to change the credit amount (that is, the amount to credit a customer's credit card or line of credit) for a 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 kit details for a return
A kit contains multiple products, is ordered and returned as a unit, and has one price and one SKU. The information about the products contained in a dynamic kit is controlled by an external configurator.
- Changing the credit method for a return
Use the WebSphere Commerce Accelerator to change the method in which the customer will be credited for a 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.
- Add comment to returns
Use the WebSphere Commerce Accelerator to add a comment to a specific product within a return or to the return as a whole.
Related concepts
Related tasks
Remove a product from a return
Changing the quantity of products in a return