Scenario 14 illustrates the process in which a customer returns an order to a warehouse and requests a return in advance.
The customer calls the call center or uses the retailer’s website to request a return. OMS will support the creation of an RMA as per customer’s request. Once created, OMS will be the repository for RMA information.
OMS will publish the RMA information to RWMS. This will be used to accept or reject customer returns when being processed in the warehouse (RWMS will only accept items included on the RMA).
Before processing the return, RWMS will receive the returned container and send the returned container information to OMS. This is container information only, no item data is provided.
Once the return is processed, RWMS will notify OMS of the return, including item details, in order to update the order and trigger a refund to the customer.
OMS will inform ReSA of return at the warehouse – including both the virtual store where the return will be processed and the actual warehouse where the return occurred.
ReSA will pass these details onto RMS. RMS will process this as a sales return into the virtual store from the original sales transaction. If the returned merchandise is saleable, RMS will recognize a return to a non-stockholding store and transfer inventory from the non-stockholding store into the warehouse where the return occurred.
