AI: Sales Return Order Assistant

Use the Sales Return Order Assistant to help you process requests to return items.

This AI agent will examine your company's return policies, compare them to details on the sales order and order lines, and then reply with some return options, such as replace the item, provide a discount, or provide a full refund. You can also specify the return reason, return type, and the warehouse where you want to return the item. The agent will make sure these choices meet your policies, and then will automatically start the return for you. You can submit or discard it.

Realize these benefits:

• Simplify your referenced returns.
• Make sure return orders meet your company's return policies.
• Use retrieval augmented generation (RAG) to provide easy access to policies that might be difficult to access or understand.
• Use an interactive question and answer experience to engage your users in a friendly conversation.

Try It

1. Go to the Order Management work area, then click Ask Oracle.
2. Describe why you want to return the item, such as I want to return a laptop from order 521196 because it isn't working.
3. Examine your return options, then click Sources.
4. View the summary.

For another example, assume you need to return a keyboard. You enter your prompt, but the agent can't provide a return option because the order number isn't correct, it can't find the item, or your return policies won't allow a return. The agent will let you know.

Return and Replace

The agent can determine whether your return policies allow you to send a replacement. If they do, then you need to add one line that has the item you're returning with the return type set to Return for Credit and Return the Item,and another line that has the replacement. You must also validate the values in your return order's attributes and make sure any other configurations that you have set up work correctly before you submit. See Guidelines for Processing Return Orders.

Return for Credit

The agent can determine whether your policies provide a credit when you customer returns an item:

• For example, if there's a delay in fulfilling the sales order or the item is damaged, then provide a 20% discount, or provide a $100 credit and keep the item.
• If the policies allow it, and if the item is eligible for manual adjustment, and if you provide a percent credit, then Order Management applies the value to the selling price.
• If you import a sales order that you already priced, then you must set the CanAdjustFlag attribute to true in your Sales Orders For Order Hub import payload.
• Order Management comes predefined to use the Return for Credit value in the Return Type attribute on the return line. If necessary, you can modify it before you submit the order. See Return Sales Orders.

The agent can also display other return types in the Return Type lookup and process the return orders.

Set Up

1. Go to the Setup and Maintenance work area, then use the Manage Administrator Profile Values task to set the Enable VBCS Progressive Web Application User Interface (ORA_HCM_VBCS_PWA_ENABLED) profile to Y at the site level.
2. Go to Tools > AI Agent Studio, then search for Sales Return Order Assistant.
3. Click Copy, enter a suffix, then click Continue. We recommend that you use the suffix to indicate versions, such as 1, 2, 3.
4. Click . . . > Edit.
5. Use the predefined values on the Details tab or modify them to meet your needs.
6. Click LLM, then examine the predefined prompt. If necessary, you can modify it, then click Update.
7. Click Publish.
8. Verify the status is Published.

Add to guided journey and test:

1. Go to Home Page > My Client Groups > Show More > ctrl+f, search for, then click Guided Journey.
2. On the Guided Journey page, click Create, set these values, then click Create Draft:

   Attribute	Value
   Name	Return Sales Orders
   Code	RETURN_SALES_ORDERS
   Allow Access for External Users	Yes

3. • Add this task, then click Save > Activate:

     Attribute	Value
     Task Name	Return Sales Order Assistant
     Task Description	-
     Task Type	Agent
     Agent Type	Workflow Agent
     Workflow Agent	Sales Return Order Assistant 1

     The Order Management work area will display the Task Name and Task Description on the journey's banner. We recommend that you use headline capitalization so it's consistent with the work area's style.

4. Go to Home Page > Order Management > Show More > Sales Orders (New).
5. Click Settings and Actions > Edit Page in Visual Builder Studio.
6. Set the JourneyCode property to RETURN_SALES_ORDERS, then click Publish.
7. Go to the Order Management work area and test your set up. Click Ask Oracle to ask various questions about returns.

See:

• Create Guided Journeys for FAQs in Order Management
• Overview of Guided Journey
• Enable a Guided Journey for Redwood Pages

Use Your Own Policies

If you don't want to use the predefined policy tool, you can remove it or use your own:

1. Remove the predefined Return Order Policy tool.
2. Click the Tools tab, search for and open your return agent for editing. Click Addto upload your document, then save your changes.
3. Set the status to Ready to Publish, run the Process Agent Documents scheduled process, then make sure the document's status is Published.

Guidelines

• Set up your guided journey and add the agent to the journey.
• Examine the return types that are in the Return Order Line Types (ORA_DOO_RETURN_LINE_TYPES) lookup, then write you policy document so it matches those values. Do the same for the Return and Cancel Reasons (DOO_RETURN_REASON) lookup. See Return Sales Orders Without Credit Memo.
• Use this agent only with standard items or kits. Don't use it with a configured item, subscription, or coverage. If you do, your submit might fail or fulfillment might not be correct.
• Make sure the return types that you use with your assignment rule meet your needs to avoid problems during fulfillment.
• The tool name must not exceed 30 characters.

Tools

You can use the agent's predefined tools to meet your specific needs:

Tool	Description
Return Order Policy Document	Contains details about your return policies. The agent uses it to determine whether the item is eligible to return and to identify the return options that are available.
Sales Order Deep Link	URL to the order page.
GetWarehouse	Get warehouse details according to text that you enter in the agent's prompt that might identify the warehouse code, warehouse name, or organization code and name.
GetSalesOrderDetails	Get details about the sales order according to text that you enter in the agent's prompt, such as an order number, source order number, item's description, customer name, purchase order, ordered date, and so on.
GetSalesOrderLineDetails	Get details about the order from the order's HeaderId attribute.
GetSalesOrderLookupForReturn	Get lookup codes so you can select them on the sales order. For example, get values for the Return Reason Code attribute, such as Incorrect Item, or Damaged Items. For another example, get values for the Return Type attribute, such as Credit Only, or Return for Full Refund.
CreateReferenceReturnOrder	Create a referenced return for the sales order.
GetReturnOrderLineDetails	Get the return order and its order lines according to the return order's HeaderId.
SubmitOrder	Submit a return order according to the original order's HeaderId.
getUserSession	Get the value of the PersonNumber attribute for the user who is logged in and using the agent in Order Management.

For more, see:

• AI Agent: Sales Return Order Assistant
• AI Agent Studio for Oracle Fusion Cloud Applications
• Extending Redwood Applications for HCM and SCM Using Visual Builder Studio
• Redwood: SCM AI Agents