Approve the return request, thereby generating a return merchandise authorization (RMA) number and priming the system to be able to accept the goods for the RMA and credit the customer accordingly.
A return may be approved automatically by the system based on business rules such as the following:
If the return request is not approved automatically, it still may be approved by a returns administrator with or without negotiation with the customer (returner).
Return life cycle
Return approval
Professional, Business Edition
Task | Description | Role |
---|---|---|
Close return request |
Close a return request. This is the end point in the life cycle of a return. |
Returns Administrator |
Close return request |
Close a return request. This is the end point in the life cycle of a return. |
Customer Service Representative |
Approve return manually |
Manually approve the return. Return items will have an "Approved Manually" state. |
Customer Service Supervisor |
Modify return request |
Modify the return request to allow it to be successfully approved. |
Customer Service Representative |
Negotiate return (external) |
Negotiate with customer over the denial in an attempt to resolve the dispute. |
Customer Service Representative |
Notify customer refund won't happen (external) |
Notify the customer that the refund for the return request will not be issued to the customer. An example of when this might occur is for a store that does not support refunds to a person that is not a registered user. |
Customer Service Representative |
Notify customer return is denied (external) |
Notify the customer that the return has been rejected. |
Customer Service Representative |
Approve automatically |
This is an automatic approve based on business rules. Some examples of standard checks:
|
System |
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