Purpose: You can enable customers to create return authorizations on the web through the if your storefront supports it. For example, you can enable the customer to specify 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 chapter:
The steps to creating a return authorization through the e-commerce interface are:
1. The customer inquires about an order: The system returns an to the storefront. 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 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.
2. The customer requests the return: The 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 .
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, this will not be visible to the customer at the web storefront.
3. The system creates the return authorization: If the request is valid, the system creates the return authorization using the following defaults:
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:
7/21/00 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.
If the system does not create the return authorization, it writes two messages such as:
7/21/00 N Web rtn qty changed from 1 to 0.
7/21/00 N Web Return failed to process.
• 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 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. For example, a request would be unsuccessful if there is no rtn_qty for the item.
A blank RA number could also be returned in the response if the pay type was deactivated by the periodic function. The system writes an order transaction history (OEOTHI) message for the order, Web Return failed to process. See .
6. Completing or deleting the return: You can use Work with Return Authorizations 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 or .
Return confirmation e-mail: The system generates a return confirmation email when you process confirmations using the menu option. The program used to generate the return confirmation e-mail is defined in the system control value. You can also define a custom entity-level return confirmation email template using the menu option, and a default company-level template using the menu option.
• PROCESSED or blank = The system generates the CWCustomerReturn message when the RA has been completely processed (created, received, and credited) in the Work with Return Authorizations (WRTA) menu option. The system does not generate the CWCustomerReturn message when the is processed.
• BOTH = The system generates the CWCustomerReturn message when the is successfully processed and also when the RA has been completely processed (created, received, and credited) in the Work with Return Authorizations (WRTA) menu option.