Creating Return Authorizations from the Web Storefront
Purpose: You can enable customers to create return authorizations on the web through the e-commerce interface if your storefront supports it. Using this option, the customer specifies the item(s) on a shipped order to return and the reason for the return. The system confirms that each item is eligible for return; that is, the customer is not attempting to return more than the shipped, unreturned quantity. You can then enable the customer to print a return label with the correct address for returning the shipment. Once the return authorization is created, you can either complete processing by receiving the return into inventory and crediting it, or you can delete the return authorization if necessary.
In this topic:
• E-Commerce Return Authorization Processing
• E-Commerce Return Request Message (CWReturn)
• E-Commerce Return Response Message (CWReturnResponse)
E-Commerce Return Authorization Processing
The steps to creating a return authorization through the e-commerce interface are:
1. The customer inquires about an order: First, the customer inquires on a specific order. Typically, the web storefront processes the inquiry by sending the E-Commerce Order Status Message (CWOrderStatus). When the system receives the status inquiry request from the web, it returns an E-Commerce Order Status Response Message (CWStatusResponse). Included in that response message is the rtn_qty for each line on the order. Each item on an order has a rtn_qty only if:
• there is a return disposition code defined in the Default Disposition Code (C18) system control value, and
• there is a shipped, unreturned quantity for the item on the order.
The rtn_qty excludes any units that have been returned, even if the return authorization process is not complete. For example, if you originally shipped the customer 5 units, and you have created a return authorization for 2 units, then the rtn_qty for the order detail line is 3.
Note:
• The system sends the sequence number, not the order line number, from the Order Detail table in the E-Commerce Order Status Response Message (CWStatusResponse).
• If the order is a retail pickup or delivery order, and the Suppress Returns for Retail Pickup/Delivery (L88) system control value is selected, the E-Commerce Order Status Response Message (CWStatusResponse) might indicate that there is a rtn_qty eligible for return; however, in this situation you cannot create a return authorization for the order, and if the web sends the E-Commerce Return Request Message (CWReturn), the E-Commerce Return Response Message (CWReturnResponse) does not include a return authorization number.
• If the order is a ship-to-store order, and the Payment at POS for Ship to Store (L60) system control value is selected, the E-Commerce Order Status Response Message (CWStatusResponse) might indicate that there is a rtn_qty eligible for return; however, in this situation you cannot create a return authorization for the order, and if the web sends the E-Commerce Return Request Message (CWReturn), the E-Commerce Return Response Message (CWReturnResponse) does not include a return authorization number.
2. The customer requests the return: The E-Commerce Return Request Message (CWReturn) from the web storefront includes the order line sequence number, the quantity to return, and the return reason code. You can download return reason codes to the web storefront through Downloading E-Commerce Static Tables (ESTF).
3. The system creates the return authorization: If the request is valid and the order line is eligible for return, the system creates the return authorization using the following defaults:
• the return disposition code defaults from the Default Disposition Code (C18) system control value
• the Refund freight, Refund add'l chgs (Refund additional charges), and Refund handling flags are unselected
• the Refund duty charges flag is selected
The system creates a new return authorization for the order ship to, using the next RA # available for the order ship to in the RA Header table. If the Use CWCollaborate/Locate (H13) system control value is selected, when the system creates a new return authorization, the system looks at the highest RA# assigned to the order ship to in the RA Header table and compares it to the highest RA # assigned to the order ship to in the CSF Transaction table. Whichever table has the higher RA # defined for the order ship to, the system uses the next available number to create the return authorization. For example, if the highest RA # in the RA Header table for an order ship to is 1, but the highest RA # in the CSF Transaction table for an order ship to is 2, the system creates a new return authorization for the order ship to using RA # 3.
Note: The system does not validate that all the information it receives is correct when it creates the return authorization. For example, if the return reason code is not valid, or the line number is not correct, these issues will not be visible to the customer at the web storefront.
4. The system writes an order history message: If the system creates the return authorization, it writes a message such as:
7/21/00 N RA 5297-1-1 created from the web.
If the system can create the return authorization, but not for the total requested quantity, the system also writes a message such as:
7/21/06 N Web rtn qty changed from 2 to 1.
The system might change the return quantity because, for example, the customer specified a return quantity of 2, but only 1 unit was shipped.
You can review these messages at the Display Order History Screen.
5. The system determines whether to create a return authorization download trigger: If the Create Return Download Triggers (K28) system control value is selected, the system creates a return authorization download (RAD) trigger when you create a return authorization from the web storefront, based on the trigger rules defined for the Return Authorization Download (RETURN_OUT) integration layer job. The RETURN_OUT integration layer job monitors for return authorization download triggers and generates a Return Authorization Outbound XML Message (CWReturnRAOut) to send the return authorization information to a remote system. See Outbound Return API for an overview.
6. The system responds to the return request: If the return request was successful and the system is able to create a return authorization, the system sends an E-Commerce Return Response Message (CWReturnResponse) to the web. This message includes:
• the return authorization number
• the address to print on the return label: you can enable the customer to print a return label if the web storefront supports it. See the Work with Entity Return Address Screen for an overview of how the system determines whether to use a return address defined for the entity or the company.
Unsuccessful returns: If the request is unsuccessful and the system is not creating a return authorization, the system does not return a return authorization number in the response; instead, the ra_number returned is none. For example, a request would be unsuccessful if:
• there is no rtn_qty eligible for return on the order line, or
• the order is a retail pickup or delivery order, and the Suppress Returns for Retail Pickup/Delivery (L88) system control value is selected, or
• the order is a ship-to-store order, and the Payment at POS for Ship to Store (L60) system control value is selected, or
• the SECRISK periodic function deactivated the payment method; see the Credit Card Retention Days (K65) system control value for background
If the process cannot create a return authorization for the order line, it writes an Order Transaction History message: Web Return failed to process. You can review these messages at the Display Order History Screen.
7. Completing or deleting the return: You can use Work with Return Authorizations (WRTA) to complete the processing of the return once the returned item is received at your warehouse. Also, you can use this menu option to delete the return authorization if you are not completing the return. See Working with Return Authorizations: Standard Process or Working with Return Authorizations: Streamlined Process.
Return confirmations: The system generates a return confirmation email or Outbound Email XML Message (CWEmailOut) when you:
• process a return through billing if the Send Shipment Confirmation from Billing (L98) system control value is selected.
• generate return confirmations using the Send Internet Order Ship Confirmations menu option (ESCF); see Sending Internet Order Ship Confirmation (ESCF).
• execute the ECSHCNF periodic function; see Working with Periodic Functions (WPER).
