Initiating and verifying returns
A Customer service representative (CSR) can initiate a return for order items with justification and also verify if the returned items have been received. A CSR can initiate full and partial returns. In case of a full return, the application prompts to cancel the order. This feature can be used for any order only once.
Note: The Initiate return feature is enabled for
non-headless stores from HCL Commerce version 9.1.13.0 onwards.
Procedure
Initiating returns
- Open the CSR tool.
- Choose the relevant B2B or B2C store.
- In the order management section, click the Order Search button.
-
Enter the relevant details and click the Search
button.
A list of orders matching the search criteria appears.
- Click the order for which you wish to initiate a return.
-
Click the Initiate Return button on the left-hand side
of the order details page.
Note: The Initiate Return button is only displayed for orders in closed status.
- Select the item/items and the corresponding quantities that you want to return.
- Click the Select items for Return button on the right-hand side of the screen.
-
Click the + Add Justification option given on right-hand
side of the Order items to be returned section.
The Return Justification window appears.
-
Select the relevant justification check-box and click the
Confirm button.
Note: If your reason is not listed in the return justification list, click the Other option and add your justification. To add additional justification list items, see Sample: Order Justification.
-
Click the Return Items button on top-right side of the
screen.
The application displays a prompt to confirm the action.
-
Click the Yes button.
You are navigated back to the order details page.
Verifying Returns
-
Go to the Past Returns section and click the relevant
returned order id.
The Return Verification page appears.
- Verify the quantity of the return order received or enter the actual received quantity in the input box.
-
Click the Verify Selected Items button on right-hand
side of the screen.
The application displays a confirmation prompt.
-
Click theYes button.
A Verified Returns table appears on the bottom of the screen showing received the quantity and justification for the return.