Create Returns in Customer Service Center

When a customer wants to return an item, you can create a return in Customer Service Center. At this point, you can assign a return merchandise authorization (RMA) to the return. When the return is set up, you create a return order to handle the actual return of the Item.

Note: A return order can also be created in Fulfillment Center.
  1. In Order Management Customer Service Center: click Find Order.
  2. From the order search form, use the form fields to find the order.
  3. To open the order details page, click the Order ID.
  4. Find the line item to be returned in the list of items and select Cancel/Return from the Actions list.

    These fields appear:

    • Quantity: select the quantity of the Item to return.
    • Reason: select a reason from the dropdown list. Default reasons include:
      • Unknown
      • Customer Cancel
      • Warehouse Cancel
      • Fraud Prevention Cancel
      • Admin Cancel
    • Include: check this box to include the shipping charge in the credit amount. The per-item shipping amount appears here.
    • Restocking Fee: To subtract a restocking fee from the credit amount, check this box and enter a fee amount in the text field.
      Note: If the Return Order module is disabled, and Restock Item is enabled in the Customer Service provider, you can assign the return to an inventory site. In this case, the return credit memos include the site name. If more than one item in the order is being returned, you must select the same site name for all items being returned. If different sites are needed, you must create separate returns for them.
  5. To calculate the amount to be credited to the customer, click Calculate. A credit form opens.
  6. Select a credit destination.

    The following destinations are available:

    • Original Payment Method: credits back to the payment method used for the original order.
    • GiftCard: issues the credit as a gift card. It shows a form for entering a shipping address for the gift card. Check the Close Gift Card fulfillment order as Shipped box if you manually send a gift card.
    • None (Credit Memo): records the credit in the system without actually issuing a refund. Select None if the credit is issued outside of the Order Management system (for example, a cash refund).
  7. Enter the following information regarding the return in the Reason for Adjustment section:
    • Activity Code
    • Result Code
    • Subject
    • Notes
  8. To submit the return and create a return order, click Submit.
    The new return order is listed in the Return Orders section of the Order details page with a status of Waiting Receiving.

Scenario: Create Returns

The following is a typical scenario of creating a return in Customer Service Center.
Scenario: return items using a gift card as the payment method
A customer called to return one of the three pairs of shoes that they purchased. Each pair of shoes cost $50.00. The customer used the gift card to pay for one of the pair of shoes; the other two pairs were paid with a credit card. The customer requested that the Customer Service Representative (CSR) apply the credit only to the gift card. The CSR must create a return and confirm that the credit can be applied to the gift card.
Action
The CSR performs the following to create a return and apply the return credit to a gift card.
  1. In Order Management Customer Service Center: click Find Order.
  2. Search and locate the order associated with the customer.
  3. On the Order details page, find the line item in the list of items and select Cancel/Return from the Actions list.
  4. Select the quantity, if shipping or restocking is included, and the reason for the adjustment.
  5. To calculate the $50 amount to credit to the customer, click Calculate .
  6. On the credit form, select the GiftCard as the payment destination. The CSR confirms that the maximum credit amount for a gift card is greater than the $50 price of the shoes (with shipping) being returned. The credit can be fully applied to the gift card.
  7. Complete the gift card fields and click Submit. The new return order is listed in the Return Orders section of the Order details with a status of Waiting Receiving.
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