Process: Process return request

Flow

Legend

Process return request

Objective

Process the return request, and create a return merchandise authorization (RMA).

Description

A return request must have the amount to be refunded calculated, possibly with adjustments made by the customer-service representative after negotiation with the customer before the request can be approved. If the approval is successful, an RMA is generated.

Features

Customization

Edition

Professional, Business Edition

Subprocesses

Tasks

Task Description Role
Adjust refund amount

Adjust the refund amount up or down based on negotiation with the customer.

Customer Service Representative
Calculate refund amount

Calculate the refund amount for the product based on business rules. In addition, calculate adjustments and taxes for the refund.

System

Business artifacts

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