How To: Enhanced Return Process – Exchanging an Item (TW, DD)

Overview

This tutorial describes how to exchange an item using Tyler’s Enhanced Return Process.

Video

Tip: Use the controls on the video player to watch in Full Screen mode, adjust the quality, or watch on YouTube.

Step-by-Step

Scenario: A customer wants to return a piece of merchandise that he purchased a short time ago and replace it with another item.

  1. Enter the Header and Customer information as described in the ‘Enhanced Return Process: Introduction’ tutorial.

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  1. In the ‘Item Number’ field, enter the item that is being returned.
    • To search for an item number, click the Search button.

  1. Click the Return Product button or enter the return quantity as a negative number in the ‘Quantity’ field (and press Enter).

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  1. The Return Merchandise window appears. A list of previous customer transactions (that contain the entered item) appears in the results box. Click the transaction number on which the item was originally sold.
    • At the top of the screen you will notice the three fields: ‘Customer #, ‘Transaction # of the return merchandise’ and ‘Item # of the return merchandise.’ Use these fields to filter the transaction information that appears on this screen. The customer information that you already entered displays here by default.
    • If the entered item is found on only one transaction, this screen is skipped and the detail lines for the transaction appear.
    • At the bottom of the screen you will notice the Override button. This feature should only be used if you cannot find the transaction on which the item was originally sold. For more information on this feature, please see the ‘Using the Override Feature’ tutorial located in this document.

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  1. The detail lines for the selected transaction appear. Enter the return quantity for the appropriate item(s) (as a positive number) in the ‘Qty Return’ column.
    • If you started the return process by entering a negative quantity in the ‘Qty’ field (instead of clicking the Return Product button), that quantity automatically appears in the ‘Qty Return’ column for the item.
    • Click the Return All Lines button at the bottom of the window to return the entire order.
    • If an Environmental Tax is attached to an item being returned, the system automatically returns the Environmental Tax.
    • Notice that the ‘Each’ and ‘Extension’ fields show the original selling price of the item and cannot be modified.

  1. Verify the condition of the item (Box, Floor, Damaged) or change it if necessary.

  1. Click the Accept button.

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  1. If Reason Codes are set up and activated on your system for returns, the above screen appears.

    If Reason Codes are not set up and activated on your system, skip to step 11.

  1. Select a reason for the return.
    • The reason codes that appear on this screen are set up in the Order Maintenance Reasons selection (02-08-90-04).

  1. The fields that now appear on the screen vary depending on how the reason codes are set up. Enter the required information (Employee Number, Markdown Code, etc) and click Done.

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  1. The returned item appears at the bottom of the Detail tab. Repeat steps 2-10 until all items are returned.
    • Currently, items from only one transaction can be returned on a single ticket.
    • If the customer must pay a restocking fee, enter the restocking fee in the Item Number field and process the item as you normally would.

  1. Enter the replacement item in the ‘Item Number’ field. You can enter the same item, a cheaper item, or a more expensive item.

  1. In the Quantity field, enter the quantity of the replacement item as a positive number.

  1. Press Tab to move through the P/U Loc, Type, Each Price, Disc%, and Extension fields, or press Enter to skip those fields.

  1. If required, enter the serial number for the item in the ‘Serial #’ field.

  1. Click Accept or press Enter to add the merchandise to the transaction. The item information appears at the bottom of the screen.

  1. Repeat steps 12-16 until all merchandise has been added to the transaction.

  1. When you are finished returning items, click Done to move to the Tender Entry box.

Click image to enlarge.

  1. In the Tender Entry box, select the refund method from the Payment Type drop-down list.

  1. Accept or modify the amount. The amount differs depending on the situation:

    2. Customer Owes Money
    If the exchange results in the customer owing money, the amount appears as a positive number.

    Refund Money to Customer
    If money is owed to the customer, a negative amount appears in the Amount field.

    Even Exchange
    If this is an even exchange, the Amount field is empty. Click Done to continue with the transaction.

  1. Enter the required information for the refund type. In the above example, the refund is being issued to the customer’s credit card. The card type, last four digits of the credit card, and the authorization number must be specified.

  1. Click Accept and the refund appears in the register on the right side of the window.

  1. When you finish entering all information, click Done.

  1. If you are processing a Delayed Delivery (DD) transaction and Centralized Delivery is licensed on your system, the Scheduler appears. Please follow your company’s delivery procedures to complete this screen.

  1. Depending on how your Invoice Preferences (02-18-01, Field 8) are set up, one of the following now occurs:
    • The invoice is automatically printed
    • Invoice print is automatically skipped
    • You can choose to print or not print the invoice
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