Establishing Return Reason Codes (WRTR)
Purpose: Use the Return Reason Code screens to create and maintain reason codes for merchandise returns. You must establish at least one return reason code for receipt and credit of returned merchandise. When you enter returns through return authorizations, order entry, or order maintenance, or when the customer creates a return authorization at the web storefront, a return reason code is required.
The Return Reason file stores history on returns by offer, and the system writes transactions to the Order History file whenever you perform a return. The system also writes return reason history to the Refund file for customer credit.
Download to web storefront: You can download return reason codes to the web storefront if you enable customers to create return authorizations on the storefront. See System Operations Downloading E-Commerce Static Files (ESTF) for more information on the download.
For more information: See Introducing Return Authorizations for an overview on returns.
In this topic:
• Work with Return Reason Screen
• Display Return Reason Screen
• Display Return Reason/Offer Screen (Reviewing History)
Work with Return Reason Screen
How to display this screen: Enter WRTR in the Fast path field or select Work with Return Reason from a menu.
CSR0021 DISPLAY Work with Return Reason 2/25/04 12:55:13 EZK Mail Order
Exc Reverse Opt Rsn Description Def Rtv Whs Ship Charge
Type options, press Enter. 2=Change 4=Delete 5=Display 7=Display Offers
1 DIDN'T LIKE N N 2 2 ORDERED TOO MANY N N 2 3 TOO LARGE N N 2 Y 4 TOO SMALL N N 2 Y 5 COLOR NOT AS DEPICTED IN CATAL N N 2 6 DAMAGED Y N 1 Y +
F3=Exit F6=Create F12=Cancel F21=Print list F24=Select company |
Field |
Description |
Rsn (Return reason) |
A code that represents a reason for returning an item. Numeric, 3 positions; optional. |
Description |
The description associated with the return reason code. Alphanumeric, 30 positions; optional. |
Def (Defective) |
This value indicates whether the return is defective. This field is informational only. Valid values: Y = The item is defective. N or blank (default) = The item is not defective. Alphanumeric, 1 position; optional. |
Rtv (Return to vendor) |
This value indicates whether you send the returned merchandise back to the vendor. Valid values: Y = Send the returned merchandise to the vendor. N or blank (default) = Do not send the returned merchandise back to the vendor. Alphanumeric, 1 position; optional. |
Whs (Warehouse) |
A code that represents a warehouse to receive the returned merchandise. Warehouse codes are defined in and validated against the Warehouse file. Numeric, 3 positions; optional. |
Exc reverse ship charge (Exclude reverse shipping charge) |
Indicates whether to prevent a reverse shipping charge from automatically defaulting when you use this return reason through Processing SmartLabel Returns (PSLR). Valid values are: Y = Do not automatically default a reverse shipping charge. N or blank (default) = Allow a reverse shipping charge to default using the standard hierarchy. See Working with Reverse Shipping Charges (WRSC) for more information. Alphanumeric, 1 position; optional. |
Screen Option |
Procedure |
Create a return reason code |
Press F6 to advance to the Create Return Reason Screen. |
Change a return reason code |
Enter 2 next to a code to advance to the Change Return Reason Screen. |
Delete a return reason code |
Enter 4 next to a code to delete it. If the return reason code has been used to return one or more items, a pop-up window appears with the following message:
WARNING - HISTORY INFORMATION EXISTS Press ENTER to confirm delete of history info. F12 = Cancel
The message tells you that there is history for the return reason code, containing information on number and dollar value of returns for that return reason by offer. See Display Return Reason/Offer Screen (Reviewing History). You will lose this history if you delete the return reason code. |
Display return reason code detail |
Enter 5 next to a code to advance to the Display Return Reason Screen. |
Display return reason history by offer |
Enter 7 next to a code to advance to the Display Return Reason/Offer Screen (Reviewing History). |
To create: At the Work with Return Reason Screen, press F6.
CSR0037 ENTER Create Return Reason 2/25/04 13:06:55 EZK Mail Order
Return reason code . . . . . . . 20
Description . . . . . . . . . . SELECTED WRONG SIZE OR COLOR Defective? . . . . . . . . . . . N (Y,N) Return to vendor? . . . . . . . N (Y,N) Warehouse . . . . . . . . . . . 2 Exc Reverse Ship Charge . . . . N (Y,N)
F3=Exit F12=Cancel |
Field |
Description |
Return reason code |
A code that represents a reason for returning merchandise. Numeric, 3 positions. Create screen: required. Change screen: display-only. |
Description |
The description associated with the reason code. Alphanumeric, 30 positions; required. |
Defective? |
This value indicates whether the item is defective. This field is informational only. Valid values: Y = The item is defective. N or blank (default) = The item is not defective. Alphanumeric, 1 position; required. |
Return to vendor? |
This value indicates whether you send the returned merchandise back to the vendor. Valid values: Y = Send the returned merchandise to the vendor. N or blank (default) = Do not send the returned merchandise back to the vendor. Alphanumeric, 1 position; optional. |
Warehouse |
A code that represents the warehouse to receive the returned merchandise. This field is not currently implemented; the warehouse is determined by the return disposition value used on the return. See Establishing Return Disposition Values (WRDV). Numeric, 3 positions; optional. |
Exc reverse ship charge (Exclude reverse shipping charge) |
Indicates whether to prevent a reverse shipping charge from automatically defaulting when you use this return reason through Processing SmartLabel Returns (PSLR). Valid values are: Y = Do not automatically default a reverse shipping charge. N or blank (default) = Allow a reverse shipping charge to default using the standard hierarchy. See Working with Reverse Shipping Charges (WRSC) for more information. Alphanumeric, 1 position; optional. |
To change: Enter 2 next to a return reason to advance to the Change Return Reason screen. You can change any information except the return reason code. See Create Return Reason Screen for field descriptions.
To change the actual code, delete the record and create a new one.
To display: Enter 5 next to a return reason code to advance to the Display Return Reason screen appears. You cannot change any information on this screen. See Create Return Reason Screen for field descriptions.
Display Return Reason/Offer Screen (Reviewing History)
Purpose: Use this screen to display return history by offer for a reason code.
How to display this screen: At the Work with Return Reason Screen, enter 7 next to a return reason.
CSR0075 DISPLAY Display Return Reason/Offer 8/17/95 10:18:51 Mail Order Company
Return reason code . . . : 2
Offer Date Number Dollars
2 11/29/94 4 90.00 2 12/13/94 1 44.00 279 7/07/95 1 90.00 279 7/27/95 5 220.00 3 12/13/94 2 180.00
F3=Exit F12=Cancel |
How to interpret this screen: This screen displays return history associated with a reason code. Behind each reason code is a history file that contains the number of items and dollars returned for the reason code. The History file matches each return with an offer (for example, a catalog) and the date of the return transaction.
About returns: The system updates this history each time you complete the return processing (that is, credit the return). Processing a return involves creating the return authorization, receiving the return into inventory, and processing the credit so that you can refund the customer, if necessary. When you process a return in order entry or order maintenance, these three steps occur at once “behind the scenes.” You can also break this process out into the three separate steps when you process returns through the e-commerce interface or the return authorizations options. See Introducing Return Authorizations.
The information on this screen changes whenever the history file is updated. This screen displays summary data with return counts and dollars for each date on which item returns were processed. Summaries are listed by offer, then by date. You cannot change any of the information on this screen.
Field |
Description |
Return reason code |
A code that represents a reason for returning merchandise. Numeric, 3 positions; display-only. |
Offer |
A code that represents a catalog, space or television advertisement from which you accept orders. Offer codes are defined in and validated against the Offer file. See Marketing Working with Offers (WOFR). Alphanumeric, 3 positions; optional. |
Date |
The date when the return processing was completed. Numeric, 6 positions (MMDDYY format); optional. |
Number |
The number of units returned and credited. Numeric, 3 positions; display-only. |
Dollars |
The total dollar value of returned merchandise. Alphanumeric, 11 positions with a 2-place decimal; display-only. |
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