Exchanges

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.

Note: Price adjustments for returned or exchanged items are reflected on the Return Order details page. See Price Adjustments for details.

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.

Scenarios - Receive Returns and Create Exchanges

The following are typical scenarios to manually receive a return and create an item exchange in Customer Service Center.

Scenario - Receive a Return and Create an Exchange
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. In Customer Service Center, click Find Return Order. Search by Return Order # to locate the Return Order details page. Determine if the return has been received by checking the Return section of the page. Click Receive because the Fulfillment site associate confirmed that the return has been received but not yet processed. The Fulfillment site associate completes the return in Fulfillment Center. Click Exchange next to the item in the list of Items Returned. On the Exchange Item form, select the new item # and other requested information. Click Generate Exchange Order. If there is a credit due to the customer or a payment due by the customer, it's shown in Exchange Items section. If a credit is due to the customer, the credited amount is applied to the original payment method. If a price adjustment was applied to the exchange order, it is reflected as well. A new Exchange order is created.

Scenario - Receive a Return and Create an Exchange

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.

In Customer Service Center, click Find Return Order.
Search by Return Order # to locate the Return Order details page.
Determine if the return has been received by checking the Return section of the page.
Click Receive because the Fulfillment site associate confirmed that the return has been received but not yet processed. The Fulfillment site associate completes the return in Fulfillment Center.
Click Exchange next to the item in the list of Items Returned.
On the Exchange Item form, select the new item # and other requested information.
Click Generate Exchange Order. If there is a credit due to the customer or a payment due by the customer, it's shown in Exchange Items section. If a credit is due to the customer, the credited amount is applied to the original payment method. If a price adjustment was applied to the exchange order, it is reflected as well.

A new Exchange order is created.

Scenario – Create an Exchange when Returned Item Not Yet Received
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. In Customer Service Center, click Find Return Order. Search by Return Order # to locate the Return Order details page. Reconfirm that the return has been received by checking the Return section of the page. Click Exchange next to that Item in the list of Items Returned. On the Exchange Item form, select the new item # and other requested information. Click Generate Exchange Order. If there is a credit due to the customer or a payment due by the customer, it's shown in the Exchange Items section. However, no credit is applied until the returned item is received. 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.

Scenario – Create an Exchange when Returned Item Not Yet Received

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.

In Customer Service Center, click Find Return Order.
Search by Return Order # to locate the Return Order details page.
Reconfirm that the return has been received by checking the Return section of the page.
Click Exchange next to that Item in the list of Items Returned.
On the Exchange Item form, select the new item # and other requested information.
Click Generate Exchange Order. If there is a credit due to the customer or a payment due by the customer, it's shown in the Exchange Items section. However, no credit is applied until the returned item is received.

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.