Process of updating an existing return, which occurs in this scenario:
The process describes updating an existing return. If the goods have been received or a credit has been issued, reject the update and proceed with the return process as if it is a return with prior approval. If the goods have not been received already and a credit has not been issued yet, proceed to make the updates and then process the return request. An RMA will be generated in this case. Inform the customer of the RMA number, and proceed with the Return goods process.
Professional, Business Edition
Task | Description | Role |
---|---|---|
Add ad-hoc item to return request |
Add an ad-hoc item to the return request. An ad-hoc item is one that is not in the original order. |
Customer Service Representative |
Add order item to return request |
Add an order item to the return request. This indicates that the item is an item being returned. |
Customer Service Representative |
Find order(s) |
Find by: order number and customer logon Id Advanced query: by all order fields: address, order status, date (start end), e-mail, phone |
Customer Service Representative |
Find return |
Find the return in the system. |
Customer Service Representative |
Notify customer order doesn't exist (external) |
Inform the customer that the order does not exist in whatever means the business supports. |
Customer Service Representative |
Notify customer ret doesn't exist (external) |
Inform the customer that the return does not exist in the system. |
Customer Service Representative |
Notify customer (external) |
Notify the customer regarding the customer status of the process. This is a general task used to communicate information that the customer should know. In returns processing, the customer is notified if a requested update to a return request is rejected, because the goods were received already or a credit was issued already. |
Customer Service Representative |
Notify customer about RMA number (external) |
Notify the customer that a Return Merchandise Authorization(RMA) has been generated and provide the RMA number for reference. |
Customer Service Representative |
Remove ad-hoc item from return req |
Remove an ad-hoc item from the return request. |
Customer Service Representative |
Remove order item from return req |
Remove an order item from the return request. |
Customer Service Representative |
Request return update (external) |
The customer requests an update to their return request. |
Customer |
Reject return updates |
The updates will be rejected if the goods for the return have been received already or a credit was issued already. |
Customer Service Representative |
Update refund method |
Update the refund payment method. |
Customer Service Representative |
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