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

Overview

This tutorial describes how to return/exchange merchandise in Order Maintenance using the Enhanced Return Process. Unlike Tyler’s Standard Return Process, the Enhanced Return Process requires that you locate the original transaction that an item was sold on and return the item at its original price.

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

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. On the ‘Detail’ tab, click the ‘Return Product’ button.

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3. The ‘Return Merchandise’ window appears. In the ‘Item# of the return merchandise’ field, enter the item being returned.

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4. A list of transactions for this customer that contain the entered item appear. Click the transaction number on which the item was originally sold.
• 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 ‘Over Ride’ button. This feature should only be used if you cannot find the transaction on which item was originally sold. For more information, please see the ‘Using the Override Feature’ at the end of this tutorial.

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5. Detail lines that have been shipped and updated on the selected transaction appear. Enter the return quantity for the appropriate item(s) as a positive number in the ‘Qty Return’ column.
• Click the ‘Return All Lines’ button at the bottom of the window to return the entire order.
• The ‘Total Qty Returned’ shows the quantity already returned on this order (if any).
• Notice that the ‘Each’ and ‘Extension’ fields show the original selling price of the item and cannot be modified.

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

7. Click the ‘Accept’ button.

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8. 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.

9. 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).

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

11. If Order Maintenance Password Protection (02-08-90-08) is set up, enter the required password.

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12. The returned item appears on the order with a negative quantity, negative price, and the original transaction number in the ‘Supply’ column.

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.

Using the Override Feature

The Override feature of the Enhanced Return Process is used when you cannot locate the original transaction on which the return item was sold.

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. The ‘Line Maintenance’ window appears.

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3. 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 ‘Return Merchandise’ window appears. Click the ‘Over Ride’ button.

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6. A message appears reminding you that every effort should be made to find the original transaction before using this option. Click ‘Continue.’

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7. Enter a manager’s password and then press the Enter key on your keyboard.

8. The ‘Return Merchandise’ window closes. Click ‘Close’ to close the ‘Line Maintenance’ window.

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9. The returned item appears on the order with a negative quantity, negative price, and the ‘Original ticket OVERRI-‘ in the ‘Supply’ column.