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Return Wizard

The steps below illustrate how to process a return when launching the Four-Step Return Wizard from with the Back Office.

 

Step 1 - Find Order

Follow the steps below to locate the return order for processing.  

 

Step

Action

1

The Launch New Return Wizard button is located in the Customer Manager, Sales Order Interface (SOI), and Order Manager.  

return_-_launch.png

2

Enter the Order # if known, or click theicon-mag_glass.png icon to search for the order.

  return_-_order_num.png

3

To perform the search:

  • Enter the search criteria based upon the information you have about the order, and click the Search button.

  • Identify the correct order and click on the Order # link and the number is placed into the Order # field.

Return_search_results.png

4

 If the order was a gift, check the Gift Order? option. This generates a return receipt that doesn't include any pricing. Click Go to continue processing the return.

  Return_step_1.png

 

 

 

Step 2 - Returned Items

Follow the steps below to enter the returned item(s) information for processing.  

 

Step

Action

1

Step 2 has two tabs that provide return processing and return history.   

 Return_step_2-tabs.png

2

Click the  (+) button to adjust the quantity being returned under the Qty to Rtn. column or if all items are being returned, click the Return All button.

   Return_step_2.png

3

Click on the View link to check the inventory level of the item as needed. If unable to scan the barcode, click on the icon-barcode.png icon  to identify the barcode and enter it into the Barcode field.

return_-_view_inv.png

4

Select a reason code from the drop-down list.

   return_-_reason.png

  notes.gif Note: Reason code requirements and list are setup in System Admin > Technical Configuration > Return Reason Codes table.

5

If the item being returned is damaged, click the  (+) button to adjust the quantity under the Dmg Qty column. Marking the product damaged, prevents the stock inventory from being increased when the return is complete.

Return_step_2-damage.png

6

The two options work as follows:

Inv. to be Rtn? = When checked, it identifies if the merchandise is to be sent back to the warehouse. Some industries such as plants and food,can uncheck this so no RMA is generated.

Cust to Ship? = When checked, a shipment is created that is used to track the return of merchandise. If you do not want shipments created for returns, uncheck this option.

Return_step_2-checkboxes.png

7

Unit Refund and Sales Tax Refund are permission based actions.

  • Unit Refund: If the amount of the item should be changed, enter the new refund amount for the product.

  • Sales Tax Refund: If sales tax is nonrefundable, enter the new amount for sales tax.

Return_step_2-refunds.png

 

notes.gifNote: These fields are pre-populated based on the original order and no changes should be made unless an override is required due to unusual circumstances.

8

An adjustment can be made to the amount being refunded by clicking the Add New button.

return_-_step2_add_new.png

notes.gif Note: Adjustments are a permission-based feature and require management override privileges.

9

Complete the form fields as detailed below:

  1. Enter the adjustment amount in either dollars or %.

  2. Select the adjustment as an increase or decrease.

  3. Select the type of adjustment from the drop-down list.

  4. Enter a brief description of why the adjustment was made.

  5. Click Add to submit it.

Return_step_2-_nr_adjust2.png

notes.gif Note: Adjustments Types are setup in System Admin > Technical Configuration > Return Adjustment Types.

10

The adjustment is listed and itemized in the total summary. To remove the adjustment, click theicon-checkbox.png  icon.

Return_step_2-_nr_adjust3.png

11

Click on the Shipping and Shipping Tax links to refund fees. Note that the Shipping and Shipping Tax lines display the amount from the original order but are not refunded unless you click on the links and enter an amount to be refunded.

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12

Enter the amount to refunded in the space provided (partial refunds can be applied) and click on Adjust Price.

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13

The entered amount is listed and added to the Refund Amount total.

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14

Click the Next button.

 

 

 

Step 3 – Refund Payment Method

Follow the steps below to select the correct payment method for the return.  

 

Step

Action

1

Step 3 has two tabs that provide return payment processing and capture of information for the customer being refunded.     

  Return_step_3-tabs.png

 ecxclamation.PNG Important: If the person being refunded is not the original customer who placed the order (i.e. gift recipient), enter that person's information in the second tab.

2

The payment method screen displays the number of days since the original purchase and itemizes all adjustments, taxes and total refund to be paid to the customer.

  return_-_step3.png

3

Check the box for the refund method type and enter the amount of the refund in the corresponding amount field.

return_-_step3-2.png

 

notes.gif Notes:

  •  The credit card refund type is only available if the original purchase was made using a credit card.

  •  Amazon returns are processed like any other return by selecting the Amazon payment type, however, you need to manually update Amazon Seller Central of any returns.

  • PayPal refunds require that you complete the actual refund payment from the PayPal website. From the CORESense Return Wizard, the PayPal option is selected and is flagged with a "Refund Later" (System Settings > Returns Managements > Refund Timing) status so that after the refund is completed within PayPal website, the Refund Later button can be selected for the Return ID and adjusted against the order.

4

Click the Next button.

 

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Note: Upon return of an order with a DEBIT only payment, the Return Wizard only allows for a PIN debit type return, NOT Credit/Debit type return.

 

 

 

Step 4 - Confirmation & Receipt

Follow the steps below to issue a RMA or complete the return.

 

Step

Action

1

Step 4 has two tabs that provide the return summary and entry of any notes or comments regarding the return.     

 Return_step_4-tabs.png

 

2

Choose to either  Save as Open Return or Process Return.

return_-_step4.png

3

Select a warehouse and enter any comments in the fields provided.

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4

Check the box of the method you want to use to deliver the customer instructions. Enter an email address in the space provided.

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5

 Click on either  Save as Open Return or Process Return. Click on Process Return to complete the return and close it. Save as Open Return issues an RMA and saves the return for closing until returned items are received.

6

If you saved the return as an Open Return, the system assigns a Return ID to the return, which can be referenced in the Return Manager module. The system also sends the RMA Return Instructions email to the customer that contains:

  • Itemized list of returned items

  • RMA Number

  • Shipping instructions to return product

  • If you provide return shipping labels, those are managed through your shipping carrier interface.

return_-_step4-3.png

7

If you Process the Return, the system assigns a Return ID and prompts you to select the type of email template to be sent to the customer.

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See Also

 

 

 

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