When an agent initiates a return and exchange process, the workflow process may be similar to the following:
The return or exchange process is initiated by calling the
createReturnactor-chain. This actor-chain generates ashippinGroupsListitemListas a list of all of the possible items that can be returned from an order.Return codes for items to be returned and/or exchanged are obtained by calling the
returnReasonsactor chain.The process continues by calling the
selectItemsactor chain, which passes in the updatedshippingGroupListand return reason codes.From this point, there are a number of actions that can be performed, depending on the requirements of the returns and exchange process.
Obtain the list of refund methods that can be used to provide the customer with a refund by calling the
modifiableRefundsMethodListactor-chain. By default, this amount is credited back to the original credit card.Modify the default amounts that are credited to the refund methods by calling the
applyRefundsactor-chain.Modify the default refund amounts by calling the
ModifyRefundValuesActor.Display any promotions that are lost as part of a return or an exchange by calling the
LostPromotionsActor. Note that this data is calculated when the actor is called, but the data is not saved.Display any promotions that have been changed as part of the return or exchange process by calling the
changePromotionsactor-chain.
To complete the return or exchange process, use the
confirmReturnactor-chain to confirm that the item should be returned or exchanged. The confirmation chain can be customized to display different confirmation details.Once the return or exchange process is complete, you can process items when they have been received back from the customer by calling the
receiveReturnItemsactor-chain, and display return history for a specific order by calling thereturnsHistoryactor-chain.
The CSRReturnsActor is used when working with returns and exchanges. This actor, along with the ModifyRefundValuesActor, and the LostPromotionsActor, comprise the agent-based returns and exchanges functionality. The path to this actor is: atg/commerce/custsvc/returns/.
CSRReturnsActor
This actor contains the following actor-chains:
Actor-Chain | Description |
|---|---|
| Initiates the return request. |
| Adds items to the return request. |
| Displays confirmation of the return request. |
| Displays the return/exchange details to confirm that the return was successful. |
| Cancels the return request. |
| Obtains the return reason codes for the request. |
| Displays the details of the items selected for return. |
| Retrieves a list of all methods to which a refund can be applied. |
| Applies a refund type and value to the order. |
| Identifies if the current order is returnable |
| Identifies if items within the order are returnable. |
| Determines if there is a return in process for this order. |
| Displays the return history of this order |
| Displays the order’s return request. |
| Displays refund adjustments that were applied to non-return items. |
| Identifies promotions that have changed during the return process. For information on this actor-chain, refer to the Displaying Changed Promotions section. |
