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  2. Return Order Line

35 Return Order Line

Purpose: Use the Return Order Line panel to return or exchange a full or partial shipped quantity of an order line on an order.

How to display: Select the Return option for an order line on the Order Lines Panel of the Order Summary page.

Requirements to return an order line:

  • There has been at least one shipment on the order line and an unreturned quantity.
  • The order is not currently locked by another user or session, or by the system.
  • You have authority to the Enter/Maintain Orders (OEOM) menu option and Order Maintenance Access (A22) secured feature,
  • You have authority to the Enter Return Authorization (A28), Receive Return Authorization (A29), and Credit Return Authorization (A34) secured features.
  • You have authority to the Maintain Order with Printed Quantity (J05) secured feature if there is a printed quantity on any order line.
  • For a brokered backorder, you have authority to the Maintain Brokered Fulfillment Orders (B20) secured feature if the order is from Order Orchestration.
  • If the Payment at POS for Ship for Pickup (L60) system control value is selected, the order is not a ship-for-pickup order, based on the Broker Delivery Type.
  • If the Suppress Returns for Retail Pickup/Delivery (L88) system control value is selected, the order is not a retail pickup or delivery order, based on the Broker Delivery Type. This exclusion applies regardless of whether the order originated in Order Administration or in an external system, such as Xstore.
  • The order is not a store pickup order.

Any time you select to update the information on an order, the system locks the order so that it cannot be maintained by another user while you are making updates; see Display of a Locked Order.

Return or exchange updates: When you process the return or exchange, updates include:

  • An inventory transaction is processed if you use a return disposition value set to update inventory.
  • When inventory is updated, an item location record is created if it did not already exist.
  • An Order Line Activity record is created for the return or exchange.
  • The Returned Quantity for the order line is updated.
  • A refund is created based on the value of the returned quantity and any freight, tax, or charges. See Returns/Refunds.

Note:

If you use net exchange billing, you should not process returns in Contact Center, and should use Classic View instead.

For more information:

Return Order Line Options

Purpose: You can use the Return Order Line panel 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 panel, 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 panel.

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 panel.

    Note:

    Unlike order maintenance in the Classic View of Order Administration, the Return Order Line panel 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) system control value 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) system control value 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) system control value 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 panel, 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 Administration. 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 or SKU for information on searching for the item and SKU code based on description, keywords, or item ID.

    Search results: If there is more than one search result, results are displayed in the Item Search window, where you can further filter the results, or click Select Item to select an item as the replacement. The options at this window are the same as those described under Search for an Item or SKU and Add an Item or SKU, except that if the exchange item you select has SKU’s, you first select the SKU’d item at the Item Search window, and then select the SKU at the Return Order Line panel.

    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) system control value 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) system control value, unless you have authority to the Override Price Override Limit secured feature, which allows you to override the limit percent from the system control value.

    • The Price Override Reason for Same Price Exchanges (D92) system control value 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) system control value 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.

  8. Submit the return or exchange: Select Return to submit the return or exchange.

Returning a main set item: When you select the Main Set Item item to return rather than individual components, you advance through the Return Order Line panel for each of the components as well as for the main set item itself. In this situation:

  • You select Submit Item and Continue rather than Return to advance through the Return Order Line panel 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 main set item 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) system control value.

Fields on Return Order Line

Purpose: The fields on the Return Order Line panel are listed below.

Note:

The Order (Order Number) is indicated in parentheses after the panel title.

Note:

The option to return with exchange is not available for retail pickup or delivery orders.
  • Quantity to Return. Required. Cannot exceed the unreturned line quantity.
  • Return Reason. Required unless the Return With Exchange flag is selected; in that case, you need to complete the Exchange Details.
  • Return Disposition. Defaults from the Default Disposition Code (C18) system control value . See Return Disposition Scenarios for background on the field requirements at the Return Order Line panel based on the selected return disposition. Required.
  • Warehouse. The warehouse where the returned item will be received. This value is used only if the disposition code affects inventory. If there is only a single existing Item Warehouse record for the item, you cannot select a different warehouse. Also, if a warehouse is defined for the return disposition code, this warehouse defaults. May be required based on the return disposition.
  • Warehouse Location. The physical location within the warehouse where the returned item will be received. This value is used only if the disposition code affects inventory. If there is only a single existing Item Location record for the item, you cannot select a different location; however, if the return disposition defines a default return location and warehouse, such as returns location in a virtual returns warehouse, this warehouse and location default. May be required based on the return disposition.
  • Refund Shipping. Optional.
  • Current Shipping Amount. The remaining unrefunded shipping charges on the order. Displayed only if you select Refund Shipping and a freight override was applied to 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 Administration. You cannot refund more than this amount for shipping.
  • Shipping Refund Amount. Optionally, enter the shipping amount to refund for the return. You can enter a shipping refund amount only if you select Refund Shipping and a freight override was applied to the order. This amount cannot exceed the Current Shipping Amount.
  • Refund Additional Charges. Optional.
  • Refund Personalization. Optional.
  • Refund Duty Charges. Optional.

Exchange Details

Complete the exchange details if the Return With Exchange option is selected:

Note:

Do not enter the following types of items as exchange items:

  • A virtual 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.

  • Quantity: The Ordered Quantity for the exchange. Up to 5 positions. No quantity defaults. Required.

Note: If the specified quantity is larger than the Maximum Order Quantity (C60) system control value and you do not have authority to the Allow Maximum Order Quantity Override secured feature, a quantity of 1 is added to the order.

  • Exchange Pricing: Controls how to price the exchange item added to the order. Required.
  • Price Override: The unit price for the exchange item. Required if you select Price Override as the Exchange Pricing; otherwise, not displayed.

  • Price Override Reason: Required if you select Price Override as the Exchange Pricing; otherwise, not displayed.

    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) system control value , unless you have authority to the Override Price Override Limit secured feature, which allows you to override the limit percent from the system control value.

    • The Price Override Reason for Same Price Exchanges (D92) system control value 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.

  • Add Line Reason: Displayed and required if the Require Reason for Lines Added in Order Maintenance (D75) system control value or the Required reason code flag for the item offer or SKU offer is selected.
  • Ship Via: Displayed and required if the exchange item requires a ship via override.

For more information: