Creating a return

Use WebSphere Commerce Accelerator to create a return on behalf of a customer.

About this task

To return an order (or a product within an order), the order must first be in one of the following states:
R
Released
S
Shipped
D
Deposited
F
Ready for remote fulfillment.
G
Pending remote fulfillment.
C
Completed

However, to return an order by using the New Return wizard in WebSphere Commerce Accelerator, the order must be in either the S (shipped) or D (deposited) state. To return items in any state (R, F, G, C, and including S and D), use the ReturnItemAdd command.

Procedure

  1. Open WebSphere Commerce Accelerator
  2. Open the New Return wizard: You can create a return by searching for the original order, or by searching for the customer. Opening the New Return wizard, by performing one of the following steps:
    • Find the customer:
      • Consumer direct (B2C) Click Operations > Find Customers
      • B2B directClick Sales > Find Customers
      1. In the Order number field, type the order number, which uniquely identifies the order.
      2. In the Customer logon ID field, type the customer's unique store logon ID. If this search dialog was opened by clicking Find Orders from the Orders list for a particular customer, the customer logon ID is populated with the customer's logon ID for the store.
      3. From the Order state list, select the status of the order, such as new or pending.
      4. WebSphere Commerce EnterpriseB2B direct From the Account list, select the customer's account name. The name of the organization the customer is associated to is found here. In addition, it also has information related to the organization-defined contracts with stipulating terms and conditions for the customer to shop at the store.
      5. Click Find. The system performs a search and a list of orders that match the search criteria displays.
      6. Select the check box next to the order that you want to work with, and click New Return to create a new return. The New Return wizard opens, displaying the Products From Order - Search Results page first.
    • Find the order:
      • Consumer direct (B2C) Click Operations > Find Orders.
      • B2B directClick Sales > Find Orders
      1. A search dialog opens. Provide any of the following customer information:
        • In the Customer logon ID field, type all or part of the customer's logon ID.
        • In the First name field, type all or part of the customer's first name.
        • In the Last name field, type all or part of the customer's last name.
        • In the Phone number 1 field, type all or part of the customer's primary phone number.
        • In the E-mail address 1 field, type all or part of the customer's primary email address.
        • In the City field, type all or part of the city of the customer's contact address.
        • In the ZIP/Postal code field, type all or part of the ZIP or postal code of the customer's contact address.
        • B2B direct In the Account name field, select the account name that is associated with this customer. The name of the organization the customer is associated to is found here. In addition, it also has information related to the organization-defined contracts with stipulating terms and conditions for the customer to shop at the store.
      2. Click Find. The system performs a search and a list of customers that match the search criteria displays.
      3. Select the check box next to the order that you want to work with, and click New Return to create a new return. The New Return wizard opens, displaying the Products page first.
  3. Provide appropriate information for the fields and click Next to save each page. Click Back to return to the previous page, if necessary.
  4. Once you complete all pages, click Finish on the Confirmation page to create the return.