How To: Enhanced Return Process – Using the Override Feature (TW, DD)

Overview

This tutorial describes how to use the Override feature of the Enhanced Return Process, which is used when you cannot locate the original transaction on which the return item was sold.

NOTE: Every effort should be made to locate the original ticket before using the this feature.

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 they purchased a short time ago, but you cannot find the original transaction that it was sold on.

  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. Since there are no transactions for this customer that contain the entered item, click the Override button at the bottom of the window.

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  1. 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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  1. Enter the manager’s password override password and press the Enter key on your keyboard.

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  1. The detail tab reappears. From this point on, you will return the item using the Standard Return Process. Verify that the item information is correct and click Accept.

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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 Reason Codes 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.

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

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

  1. The amount to be refunded to the customer appears in the Amount field as a negative amount. Accept or modify the refund amount for the selected payment (refund) type.
    • For information on how to split a refund between multiple payment types, please see the ‘Entering Payment Information’ section of this document.

  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 4 digits of the credit card and the authorization number must be specified.

  1. Click Accept and the refund appears in the register.

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

  1. If you are processing a DD or SO 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 your 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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