When a returned item is received at a site and a return order already exists in Order Management, the Fulfillment site associate must record the physical return. When an item is received, a Return is created and the credit is applied. With a blind return, an item is returned to the Fulfillment site without prior notification by the customer. With a blind return, a Return Order is created in the Fulfillment Center. See Receive Returns and Create Return Orders in Fulfillment Center.
When the return order exists and the returned item is received, an exchange can be made for the returned item, if appropriate.
The following diagram illustrates the sequence of user interface pages that appear when receiving a return and creating an exchange for the returned items. User interface pages including panels, search result listings, and windows are enclosed in boxes; these are each described in separate online help topics. Buttons or links appear without boxes.
Scenario - Receive a Return and Create an Exchange |
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A customer called to create an exchange for a blouse recently returned. The customer provided the Return Order # to the Customer Service Representative. The Customer Service Representative needs to determine if the return has been received in the Fulfillment site, and then needs to create the exchange. The Customer Service Representative informs the customer that there might be a difference in cost based on the exchanged item. |
Action |
The Customer Service Representative performs these steps
to confirm receipt of the return and create an exchange
order.
A new Exchange order is created. |
Scenario – Create an Exchange when Returned Item Not Yet Received |
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A customer called to exchange a blouse recently returned. The exchanged item costs less than the returned blouse. The customer provided the Return Order # to the Customer Service Representative. The Customer Service Representative confirmed that the return has not yet been received in the Fulfillment site. The representative can still generate the exchange but any credit due to the customer can't be applied to the payment method until the return is received. |
Action |
The Customer Service Representative performs these steps
to confirm receipt of the return and create an exchange
order.
A new Exchange order is created. A new shipping order is also created as it moves through the workflow. It is recommended that the Customer Service Representative routinely checks that the return was received, that the exchanged item was shipped, and that the credited amount was applied to the customer's credit card. |