Purpose: You can use the Return Order Line page to return or exchange a full or partial quantity of an order line.
For more information:
• Return Order Line for an overview of the Return Order Line page, including the conditions when you can process a return and the updates made.
• Fields on Return Order Line for a description of the fields on the Return Order Line page.
To return an order line:
1. Select Return for an order line at the Order Lines Panel of the Order Summary page. See Return Order Line for information on when the Return option is available.
2. Select Return With Exchange to also enter a replacement item to ship to the customer; otherwise, leave this field unselected if this is a simple return. If you select Return with Exchange, the additional Exchange Details fields are displayed to the right.
Note: The option to Return with Exchange is not available for a retail pickup or delivery order, based on the order’s Broker Delivery Type.
3. Enter the Quantity to Return. You cannot return more than the Unreturned Quantity displayed in the upper portion of the page.
Note: Unlike order maintenance in the Classic View of Order Management System, the Return Order Line page enables you to return multiple units of a ship-alone item in a single return transaction.
4. Select a Return Reason if you are not processing an exchange.
5. The Return Disposition defined in the Default Disposition Code (C18) SCV defaults.The return disposition controls whether to return the item to inventory and, if so, it can also define the warehouse and warehouse location where the item is returned. Optionally, you can change the return disposition to another return disposition that you have authority to. See Return Disposition User Authority background. Also, see Return Disposition Scenarios for a discussion.
6. Depending on the selected Return Disposition, the Warehouse may default. If the return disposition indicates to update inventory, the Warehouse is required. However, besides the warehouse defined for the return disposition, if any, only warehouses that have a record of the item are available for selection.
7. Depending on the selected Return Disposition, the Warehouse Location may default, or you may need to select it. However, besides the warehouse location defined for the return disposition, if any, only warehouse locations that have a record of the item are available for selection.
Note: You may need to select Return to have the warehouse and location update based on the selected return disposition.
Windows displaying warning messages: You might see one or more windows asking if you would like to create a primary location for the item, or indicating that a primary location does not already exist. The Allow Multiple Primary Item Locations (D12) SCV controls whether you can create more than one primary location, or whether to simply display a warning message; the Display “No Primary Location Message in Returns (G46) SCV controls whether to display a warning message if there is no primary location defined for the item.
Displayed when? These messages might be displayed if there is not already a record of the returned item in the warehouse location that defaults to this page, but a primary location for the item already exists; You might also see the message about multiple primary locations when processing the return of an item that has no warehouse location records, such as a Drop Ship item.
8. Optionally, select one or more of the following:
• Refund Shipping: If you select Refund Shipping and a freight override was applied to the order, the Current Shipping Amount indicates the remaining unrefunded shipping charges on the order. For example, you can apply a freight override at the Work with Order Ship To Properties screen in the Classic View of Order Management System. You cannot refund more than this amount for shipping. You can then enter the Shipping Refund Amount. This amount cannot exceed the Current Shipping Amount.
Note: If you return an additional item in the current session, the Current Shipping Amount displayed reflects the amount you specified to refund when returning the previous item. For example, if the total Current Shipping Amount was $50.00 when you returned the first item, and you specified a Shipping Refund Amount of $10.00, the Current Shipping Amount displayed for the second item is $40.00.
Return with Exchange:
If you selected Return With Exchange, complete the Exchange Details fields:
1. Select an Exchange Reason.
2. Enter the Item ID to replace the returned item, including the SKU if this is a SKU'd item. See Search for an Item for information on searching for the item and SKU code.
Note: Do not enter the following types of items as exchange items:
• A virtual gift (stored value) card item to the order if there is not an email address for the customer.
• A membership item.
• An item with a ship via override.
• An item that requires standard personalization, in which you enter free-form text only.
3. Enter the Quantity to send of the exchange item.Up to 5 positions. No quantity defaults.
Note: If the specified quantity is larger than the Maximum Order Quantity (C60) SCV and you do not have authority to the Allow Maximum Order Quantity Override secured feature, a quantity of 1 is added to the order.
4. Select the Exchange Pricing method for the exchange.
5. If you select Override Price as the Exchange Pricing method, enter the Price Override amount and the Price Override Reason.
Exchange pricing troubleshooting:
• If you do not have authority under the Price Overrides secured feature, an exchange pricing method of Normal Pricing defaults, and you cannot change it.
• Even if you have authority to override prices, the percentage you can discount the existing price may be limited by the Price Override Limit Percent (E55) SCV, unless you have authority to the Override Price Override Limit secured feature, which allows you to override the limit percent from the SCV.
• The Price Override Reason for Same Price Exchanges (D92) SCV must specify a price override reason in order for you to use the Existing Price setting.
• You cannot add the item at price that is greater than the value set in Maximum Order Line Value (E98) if you do not have authority to the Allow Maximum Order Line Value Override (A69) secured feature.
• If the exchange item is a warranty item, it is added to the order at no charge and a price override reason defaults. You cannot override the price for a warranty item.
• If a price override error occurs, select Cancel and then select Return again for the item at the Order Summary page in order to restart the exchange.
6. If the Require Reason for Lines Added in Order Maintenance (D75) SCV or the Required reason code flag for the item offer or SKU offer is selected, select the Add Line Reason.
7. If the ship via defined for the order is not valid for the item. In this situation, the system displays the Ship Via field where you must select a valid ship via for the item. The first valid ship via in alphanumeric order defaults, but you can override it.
Submit the return or exchange: Select Return to submit the return or exchange.
Returning a set master item: When you select the Main Set Item item to return rather than individual components, you advance through the Return Order Line page for each of the components as well as for the set master (main) item itself. In this situation:
• You select Submit Item and Continue rather than Return to advance through the Return Order Line page for each component item.
• The selected settings from the previous item default for each subsequent item; however, you can choose different selections. For example, you can select a different return disposition.
• If you select Cancel at any point, this does not cancel the entire return of the set and components. Instead, returns are still processed for the set master and any other components for which you have already selected Submit Item and Continue.
After entry of an exchange item: If your entries pass validation and you have entered an exchange item, the system:
• Displays the Item SKU Information window if the item added is associated with item/SKU status messages and/or item/SKU comments whose Print Code is set to W Window.
• If the item added is a warranty item, applies the price override reason defined in the Default Price Override Reason for Warranty Items (G01) system control value to the order line.
• Reserves the item if you use immediate reservation.
• Updates the order totals.
• If the item added is a variable set, you advance to the Select Variable Set Items page.
• Otherwise, you return to the previous page with the newly added item in the Order Lines Panel.
• If you order a virtual gift card item (the SVC type field for the item is V Virtual), the system requires you to define an email address in order to send a gift card notification (Stored Value Card Notification Email) to the recipient of the gift card. If an email address is not defined, the system displays an error message when you select to unlock the order; in this situation, you need to cancel the virtual stored value card from the order.
• If the item has associated coordinate items, a message indicates this fact. You can use the Add Coordinate Items option for the order line to advance to the Select Coordinate Items page, where you can review coordinates or add them to the order.
• If the item offer or SKU offer requires personalization based on the assignment of a S/H Code to the item offer or SKU offer, and there is not an item class restriction against personalization, you advance to the Add Personalization window.
• When you unlock the order, if the order’s status was previously Closed or Canceled, it resets to Open status.
Note: You do not need to enter an add reason code when adding an exchange item, regardless of the setting of the Require Reason for Lines Added in Order Maintenance (D75) SCV.
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