How To: Returning/Exchanging an Item on an Order using the Standard Return Process (02-08-02)

Overview

This tutorial describes how to return/exchange merchandise in Order Maintenance using the Standard Return Process. Unlike Tyler’s Enhanced Return Process, the Standard Return Process does not require that you locate the item’s original transaction and return the item at its original price.

The Standard Return Process is activated by entering ‘N’ at the ‘Returns req. Orig.Trans/Line#’ preference (Field 27) of Trans Entry Pre-Prompt (02-18-01).

Video

Step-by-Step

Scenario: Last week a customer had an order delivered, but one of the items was defective. He wants you to pick up the item from his residence and replace it with a new one.

1. Access the order the item is being returned on and lock it using the steps described in the ‘Adding a Detail Line to an Order’ tutorial.

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2. Click the ‘Add Line’ button on the ‘Detail’ tab.

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3. The ‘Line Maintenance’ window appears. In the ‘Item Number’ field, enter the item being returned.

4. In the ‘Ordered’ field, enter the quantity of the item being returned as a negative number.

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5. The ‘Returns’ box appears. In the ‘Reason code’ field, enter a two character reason for the return. These reason codes are defined by your company, so any combination of two characters can be used (e.g. “DF” for defective merchandise, “DM” for damaged merchandise, “PP” for price protection, etc.).
   NOTE: Reason codes entered in this field have no connection to the reason codes set up in Order Maintenance Reasons (02-08-90-04).

6. In the ‘RA#/Original Trans# field,’ enter a Return Authorization Number or the Original Transaction Number that the item was sold on. If you do not know the original transaction number, enter “xxxxxx.”

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7. Verify that the information in the ‘P/U,’ ‘UM,’ ‘Each Price,’ ‘Disc%,’ ‘Total Price,’ and ‘Merch Type’ fields is correct. The information in all of these fields can be modified if necessary.

8. Press the Enter key on your keyboard to add the returned item to the order.

9. Repeat steps 3-8 until you are finished returning items.

10. Click ‘Close.’

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11. At the ‘Update Changes’ prompt, click ‘Yes.’
• Click ‘No’ or ‘Cancel’ to cancel the return of the item.

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12. ‘Return’ appears in the ‘Status’ column for the item.

13. If you are processing an exchange, add the replacement item to the order using the steps described in the ‘Adding a Detail Line to an Order’ tutorial.

14. Ship and Update the order using standard procedures.
• Refunds can be issued to the customer through an Office Refund (enter the refund amount in the ‘Refund’ field on the Total tab) or through a negative ML payment.
• For an exchange, the order should be shipped immediately to avoid any confusion with the pickup/delivery.