Selecting Orders for Return (WRTA)
Purpose: You can select orders through the Return Authorization scan screen to create return authorizations, receive returns, or process credits.
The selection process works the same way regardless of whether you use the standard or streamlined process for return authorizations.
Retail pickup or delivery orders: Unless the Suppress Returns for Retail Pickup/Delivery (L88) system control value is selected, you can process a return against a retail pickup or delivery order; however, shipping the order deactivates the Order Broker Payment Type (K98) applied to these orders, so you would first need to enter a new payment method in order to process the related refund.
Note: You cannot process an exchange against a retail pickup or delivery order.
The system does not send a status update to the Order Broker when you process a return against a retail pickup or delivery order.
See Retail Pickup (including Ship-for-Pickup) or Delivery Orders for an overview.
Ship-for-pickup orders: You can process a return for a ship-for-pickup order as long as the Payment at POS for Ship for Pickup Orders (L60) system control value is not selected. See Ship-for-Pickup Orders for an overview.
Store pickup orders: You cannot process a return against a store pickup order. See Store Pickup Orders for an overview.
Pick slip preparation: When you select an order for return authorization, the system removes any pick slip preparation from the order. When you accept or reject the return authorization, the system determines if the order qualifies for pick slip preparation and reapplies it to the order. If you add an exchange item to the order, the system performs pick slip preparation for the exchange item when you receive the return authorization. See Preparing Orders for Pick Slip Generation.
In this chapter:
• Select Orders For Return Authorization Screen
Select Orders For Return Authorization Screen
Purpose: Use this screen to advance to subsequent return authorization screens.
Customer Workflow Management window: The Customer Workflow Management Window automatically displays when you select an order for return if open or in use ticklers exist for the customer. Select Ticklers at this window to advance to the Work with Ticklers Screen (sold to customer view) where you can review and work with ticklers associated with the sold to customer.
How to display this screen: Enter WRTA in the Fast Path field on any menu screen or select Work with Return Authorizations from a menu.
Field |
Description |
Order # |
A unique number to identify an order and the shipping address. Enter the order number to advance to a screen where you can work with return authorizations for the order. (If the order has more than one shipping address, you advance first to the Work with Order Recipients Screen to select a recipient.) Note: The system verifies whether the pay type on the order is active. If you select an order whose pay type deactivated by the SECRISK periodic function, the following error message is displayed: All pay types on order are deactivated. Please enter a valid pay type in Order Maintenance.
See the Credit Card Retention Days (K65) system control value for background on the SECRISK function. Order number Numeric, 8 positions; optional. Ship-to number Numeric, 3 positions; optional. |
Sold-to customer |
A unique number to identify the customer who places an order. Enter a customer number to advance to the Scan Orders by Customer Screen. Ghost customers: If you enter the customer number of a ghost customer, the scan screen does not display any orders; this is because a merge/purge has assigned any orders using that customer number to the “target” customer. You can identify a ghost customer by the setting of the Ghost flag. Numeric, 9 positions; optional. |
Recipient customer |
A unique number to identify the customer who receives the order (sold-to customer) and the permanent shipping address for the customer (ship-to customer). Enter a sold-to customer number and a ship-to number for this customer to advance to the Scan Orders by Customer Ship To screen, which lists orders for each sold-to/ship-to combination. Sold-to number: numeric, 9 positions; optional. Ship-to number: numeric, 3 positions; optional. |
Item |
A code identifying a unit of inventory. Enter a full or partial item code and SKU, if any, to advance to the Scan Orders by Item screen. Alphanumeric, 12 positions; optional. |
SKU (Stock keeping unit) |
The unique characteristics of an item, such as its color and size. Alphanumeric, three 4-position fields; optional. |
Order status |
Indicates the state of an order. Valid values are: • blank = Open • Cancelled • Error • Held • Purged • Quote • Suspended • Closed Select an order status to advance to the Orders by Order Status scan screen. Optional. |
Order date |
The date that you took the order. Enter a date to advance to the Scan Orders by Date screen. Numeric, 6 positions (in user date format); optional. |
Credit card number |
The number of the credit card the customer used to pay for the order. • If the Use Credit Card Tokenization (L18) system control value is unselected, enter a full or partial credit card number to advance to the Scan Orders By Credit Card screen. • If the Use Credit Card Tokenization (L18) system control value is selected, enter the last four digits of the credit card number to advance to the Scan By CC Last 4 screen. Masking: If you do not have authority to the Display Full Credit Card Number (B14) secured feature, credit card numbers on the scan screen display in the default format specified at the Credit Card Number Layout Screen. For example, ************1443 may display instead of the entire credit card number. Encryption: If you have credit card encryption enabled, the system will not find a credit card number match unless you enter the full credit card number in the scan field. The credit card number you entered in the scan field is display-only at the top of the screen. See Logging Credit Card Data Access in the Data Security and Encryption Guide for an overview. Tokenization: If you use tokenization (the Use Credit Card Tokenization (L18) system control value is selected), you must enter only the last four digits of the card number; if you enter a full credit card number or more than four digits of the card number, the system will be unable to locate an order that matches your entry. Audit: Depending on the user’s authority to credit card information, the system writes a record to the Credit Card Audit table when you scan on credit card. Alphanumeric, 20 positions; optional. |
Purchase order # |
The customer's internal purchase order number. Enter a full or partial purchase order number to advance to the Scan Orders by Purchase Order Number screen. Alphanumeric, 15 positions; optional. |
Tracking # |
The number assigned by the shipper to track the shipment. This number is stored in the Manifest Upload Audit table if you use PC manifesting, Generic Pick In API (Shipments, Voids, and Backorders), or Manually Confirming Shipments (MCON) to ship an order. Enter a full or partial tracking number to advance to the Scan by Tracking # screen. If your entry is an exact match to a tracking number for an order, you advance directly to the order. Alphanumeric, 30 positions; optional. |
Order cross ref # |
The order number, if any, that was passed through the Generic Order Interface (Order API) and used to identify the order in an external system. In the case of a retail pickup or delivery order assigned through the Order Broker Integration, this is the order number in the system originating the order. If the originating system is Order Management System, the system prefaces the originating order number with the text ORIG#:. For example: ORIG#: 9999-001, where ORIG#: indicates the order originated in Order Management System, 9999 is the original order number in Order Management System, and 001 is the ship to number. This is the Alt ord displayed at the Display Order Properties Screen. Enter a full or partial order cross reference number to advance to the Scan by Order Cross Reference # screen. If you wish to review all retail pickup and delivery orders whose originating system is Order Management System, enter ORIG#: in the Order cross ref # field and select OK to advance to the Scan by Order Cross Reference # screen where all orders whose E-Commerce order number in the Order Header Extended table begin with ORIG#: display. Alphanumeric, 35 positions; optional. |
Customer scan options |
|
Match code |
A code the system assigns to each customer to provide a unique standard or fraud identifier. Enter a full or partial match code to advance to the Scan Sold To Customer by Match Code screen. Alphanumeric, 15 positions; optional. |
Postal code |
The customer's postal or zip code. Enter a full or partial code to advance to the Scan Sold To by Postal Code/Company screen. This screen lists all customers by postal code in ascending (lowest to highest) numeric sequence, beginning with the code you entered. Scan length: The Postal Code Scan Length (F61) system control value controls how many characters of the postal code to use when searching for a customer. See that system control value for a discussion. If you enter a postal code, last name, and first name, you advance to the Scan Customer Sold To by Postal Code screen, which lists all customers alphabetically beginning with the postal code you entered. Alphanumeric, 10 positions; optional. |
Last name |
The customer's last name. Enter a full or partial name to advance to a Scan Cust Sold To By Last Name screen, which lists all customers alphabetically beginning with the name you entered. You can also include a full or partial first name along with a full (not partial) last name to restrict the scan further. Alphanumeric, 25 positions; optional. |
First name |
The first name of the customer who placed the order. Enter the last name, first name, and postal code to advance to the Scan Customer Sold To by Postal Code screen, which lists all customers alphabetically beginning with the postal code you entered. You can also enter just the full (not partial) last name and full or partial first name to advance to the Scan Cust Sold To By Last Name screen. Note: First name must be used in conjunction with Postal code, Last name or with just Last name for scanning. You cannot scan on first name alone. Alphanumeric, 15 positions; optional. |
Company name |
The name of the company placing the order. Enter a full or partial company name to advance to the Scan Cust Sold To By Company Name screen. Alphanumeric, 30 positions; optional. |
Phone number |
The customer's daytime, evening, or third (fax or mobile) telephone number. Alphanumeric, 14 positions; optional. |
E-mail address |
An email address for the customer. When you enter a full or partial email address, you advance to the Scan Customer by E-mail Address screen, where you can scan by any email address on table for a sold-to customer. This field is not case sensitive; an email address of abc@example.com matches an entry of ABC@EXAMPLE.COM, and vice versa. Alphanumeric, 30 positions; optional. |
Other scan options |
|
Sales rep # (Sales representative number) |
A code that identifies a sales representative from your company. Enter a sales representative number to advance to the Scan Orders by Salesrep screen. Numeric, 7 positions; optional. |
Batch # |
A number that identifies a group of orders entered as a batch. Enter a valid batch number to advance to the Scan Orders by Batch # screen. Numeric, 5 positions; optional. |
Invoice # |
A unique number the system assigns to an invoice for each shipment on an order. Enter an invoice number to advance to the a return authorization screen. See Working with Return Authorizations: Standard Process or Working with Return Authorizations: Streamlined Process. Numeric, 7 positions; optional. |
Country |
The code representing the customer's country. Country codes are defined in and validated against the Country table. See Setting Up the Country Table (WCTY). Enter a full or partial country code to advance to the Scan Customer Sold To By Country screen. Alphanumeric, 3 positions; optional. |
Scanning Process
Type of Scan |
Fields |
Result |
unique information on the order |
order number invoice number tracking number (if exact match) |
Advance directly to a screen where you can create return authorizations or work with existing return authorizations for the order. See Working with Return Authorizations: Standard Process or Working with Return Authorizations: Streamlined Process. |
general information on the order |
item/SKU order status order date credit card # PO # salesrep # batch # country tracking number (if not an exact match) order cross reference number |
Advance to an order scan screen (select an order to advance to one of the return authorization screens). |
information on the customer |
sold to customer match code postal code last name first name company name phone number email address |
Advance to a customer scan screen (select a customer to advance to an order scan screen). |
How to Advance from a Customer Scan Screen
Select the customer. Selecting a customer record from this screen (or from any sold-to customer scan screen when you are using the Return Authorization function) advances you to an order scan screen, where you can select an order for return authorization.
Ghost customers: If you enter the customer number of a ghost customer, the scan screen does not display any orders; this is because a merge/purge has assigned any orders using that customer number to the “target” customer. You can identify a ghost customer by the setting of the Ghost flag.
How to Advance from an Order Scan Screen
How to advance from an order scan screen: From an order scan screen, select the order you want to work with.
Standard process:
If a return authorization already exists for the order you select, you advance to the Work with Return Authorizations Screen. From this screen, you can create a new return authorization, or you can work with an existing authorization, adding new items or receiving and/or crediting the items already selected.
If no return authorization exists for the order you select, you advance to the Work with Return Authorization Detail Screen. From this screen, you can create a new return authorization and process it as far as necessary.
Streamlined process:
You advance directly to the Work with Returns for Order Screen, where any items available for returns processing display. To be available for returns processing, the item must be either shipped and unreturned, or have one or more return authorization currently in process.
The Edit Customer Actions Window opens when:
• the Display Customer Action Notes/Messages in RA (F64) system control value is selected, and,
• you select an order for return authorization and there are open action notes for the sold to customer.
The window opens in both standard and streamlined return authorizations.
