| Oracle® Retail Returns Management User Guide Release 14.1 E54473-01 |
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Customers try to return many types of products for a wide variety of reasons. The procedure for managing this process may vary greatly from store to store and manager to manager, and perhaps even from cashier to cashier.
Oracle Retail Returns Management is a proactive, centralized, multi-channel solution that provides the ability to reduce overall return rates, prevent and catch return fraud, and improve customer service. Oracle Retail Returns Management provides the following benefits:
Definition and enforcement of consistent policies about returns and other types of transactions that may result in a customer refund.
The customer, cashier, or manager can be informed of the reason why a return received a particular response. This can be done through online messages or printed receipts.
Patterns of customer return behavior can be studied to determine if a return merits return denial, or at least a prompt for manager approval at the point-of-return.
Online research of customer and cashier return activity.
Customer service overrides for denied returns can be granted, if necessary.
This chapter provides an overview of the Oracle Retail Returns Management application.
The following topics are discussed:
For detailed information about Oracle Retail Returns Management, see Chapter 2.
This section explains how to start Oracle Retail Returns Management, log in, and log out.
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Note: This user guide assumes that you are familiar with using a web browser. |
To start the application, open a web browser. Enter the URL for your Oracle Retail Returns Management web page: https://<servername>:<portname>/returnsmanagement.
On the login screen, enter a valid user ID and password. Click Login.
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Note: Passwords are case sensitive. |
For information on how passwords are handled by Oracle Retail Returns Management, see "Passwords".
If you entered a temporary password or a password that has expired, the Change Password screen is displayed. You must change your password before you can access the application.
After you successfully log in, the Dashboard is displayed. For more information on the Dashboard, see Chapter 3.
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Note: When you are done using Oracle Retail Returns Management, log out and close the browser window. This ensures that your session information is cleared and prevents another user from accessing Oracle Retail Returns Management with your login information. |
This section provides an introduction to the application screen.
The following figure shows the parts of the application screen.
The layout of the screen is consistent for each feature:
Each feature has one or more functions available. The row of subtabs lists the available functions. Click a subtab to choose the function you want to perform. The left navigation links and content window are updated for that function.
Each subtab has a set of links that show the functions that can be performed on the data. Click a link to perform that function. The content window is updated for that function.
Click a button to perform the action. The content window is updated as a result of performing the action.
This section of the screen changes when you click a tab, subtab, link, or action button. The content is unique for each function. Depending on the selected function, you perform different operations:
View data
Make choices by selecting items
Enter data into fields
These links are available on every screen. The links provide access to the following functionality:
Use the Help link to get information about the screen being displayed. When you click Help, a separate window opens to display the information.
Use the About link to view copyright and version information for Oracle Retail Returns Management. When you click About, a separate window opens to display the information.
Use the Logout link to log out from Oracle Retail Returns Management.
This section provides a general description of each of the tabs. Clicking a tab displays a new screen devoted to the tab's features. The remaining chapters of this guide provide detailed information on each tab. Table 1-1 lists the chapter that contains more information for each tab.
Table 1-1 Main Tabs
| Tab | For More Information |
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Home |
See Chapter 3. |
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Returns |
See Chapter 4. |
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Data Management |
See Chapter 5. |
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Administration |
See Chapter 6. |
After you log in, the Home tab displays the Dashboard, the default screen in Oracle Retail Returns Management. The Dashboard gives you access to all the features of Oracle Retail Returns Management and enables you to change your password.
Use the Returns tab to research, view, and manage the following data:
Return Tickets
Customer Exceptions
Cashier Exceptions
Return Policy Definitions
Return Patterns to Watch
Oracle Retail Returns Management supports multiple languages and a default locale for the application.
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Note: All figures and examples in this guide use English language and the English - United States locale. |
Oracle Retail Returns Management has a default language based on the default locale chosen for the application. In addition, each user has a preferred language which can be selected from the languages supported for the application. Information on each screen is displayed in the default language for the application. If a user has a different preferred language selected, the screen is displayed in that preferred language.
Receipt messages and the descriptions for response codes are available in all the languages supported for the application. Each receipt message and response code has the same default language as the application.
Locale support means tailoring the information displayed on a screen and accepting user entered data in a format that meets the conventions of the locale, or geographic region, where the application is being used. In Oracle Retail Returns Management, locale support is provided to enable the date, time, currency, calendar, address, and phone number to be displayed in the default locale chosen for the application.
This section provides an overview of how security and errors are handled in Oracle Retail Returns Management.
Passwords are used to restrict access to Oracle Retail Returns Management. The requirements for passwords are defined by the retailer. Requirements can include the definition of password length and content. For example, you may need to enter a password that is at least five but not more than ten characters and includes at least one numeric character. For information on your password requirements, consult your system administrator.
Passwords can be set to expire within a specific number of days after being set. During login, if you are warned that your password is about to expire, you can choose to change your password at that time. If you do not change your password before it expires, you may be locked out from logging into the application. If you are locked out, a system administrator must reset your password. When your password is reset, you are assigned a temporary password that you must change immediately at your next login. You may also be locked out after a specific number of invalid login attempts.
For information on changing your password, see "Change Password" in Chapter 3.
Oracle Retail Returns Management security restricts access to functions and data by the use of security roles. Each role identifies those functions that a user is allowed to perform. A security role is assigned to your user ID.
For example, your defined role might allow you to view return policies, but not edit any of the policies.
If the tab or link for a function is not displayed on the screen, your role does not allow you to use that function. If the Save or Done button is disabled, your role does not allow you to edit the data on the screen.
For more information on roles, see Chapter 6.
If there has been no activity at your application screen for a specified period of time, you must log in again before you can perform any functions. This prevents an unauthorized person from getting access to your work. The period of time before you have to log in again is set by your system administrator.
For errors in data entry, messages in red are displayed in a box at the top center of the content window. If there are multiple errors on a screen, you see an error message for each error.
If you enter criteria for a search that results in no matches, an error message is displayed at the top of the content window.
