1. Modern View Online Help
  2. Returns/Refunds

57 Returns/Refunds

Overview: Use the Returns/Refunds page to review information related to the returns, exchanges, and refunds associated with an order. You can also schedule a courier pickup, view the courier pickup details, or cancel a courier pick up. In addition, this page displays whether an overpayment or balance due exists on the order.

How to display: Select the Returns/Refunds option on the Order Summary, Order Activity, Messages, or Invoices page.

When you first advance to this page, return and refund activity displays in chronological order, with the most recent activity at the top of the page.

In this topic:

For more information:

Refunds

Purpose: The system creates a refund any time there is a difference between the order total and the payment.

Refunds occur when:

  • The customer returns an item.
  • You cancel all or part of a prepaid order at the customer's request.
  • You cancel all or part of a prepaid order because the merchandise is sold out.
  • The system cancels all or part of a prepaid order through the Automatic Backorder Cancellation program.
  • You cancel part of an order when the customer has already paid the entire freight amount.
  • The customer's initial payment exceeds the total cost of the order (overpayment).
  • The customer pays less than the order total (underpayment).

Note:

The system will never generate a refund for an order if you cancel an item on the order with a cancel reason whose Generate Refund? field is set to 3 Do Not Generate a Refund.

Refund Types

There are several types of refunds:

  • Checks (K) = A refund check can be cut for the exact amount of the refund.
  • Credit Card Credits (C) = In addition to crediting the customer's credit card account, you can issue a credit card credit acknowledgment using the Process Refunds (MREF) menu option.
  • Stored Value Card Credits (V) = The system generates a new gift card for the refund amount; the customer can use this gift card credit towards a new order.

The system generates a refund type that corresponds to the way the customer paid for the merchandise. For example, if the customer paid using a Visa card, the system generates a credit card credit. However, you can control how the money is refunded by defining an alternative refund type in the Pay Type table. You can also change the refund type by defining an alternate refund category.

How Pay Type Determines Refund Type

The pay type that a customer uses on an order determines the type of refund received, depending on how you have defined the pay type.

When you create a pay type, you must assign it to one of five payment categories. Each payment category automatically produces a certain refund type, as follows.

  • Payment Category Cash/Check (1) produces Refund Type Check
  • Payment Category Credit Card (2) produces Refund Type Credit Card Credit

Alternate Refund Type: When you define an alternate refund type for a pay type, the system automatically generates refunds of the alternate refund type. The system accepts only gift card or cash/check alternate refund types.

Alternate Refund Category: When you define an alternate refund category for a pay type, you give yourself the option of changing the refund to the type that corresponds to this category. The system accepts only cash/check alternate refund categories. However, you can change any type of refund to a gift card credit at the Change Refund Screen in the Work with Refunds (WREF) menu option.

Functions that Produce Refunds

Refunds are created from:

  • Order entry (or order async): overpayment due to a sold out item or an initial amount more than what is owed (overpayment) or less than what is owed (underpayment)
  • Order maintenance (returns or billing cancellations)
  • Return authorization process (credit returns)
  • Billing (automatic backorder cancellation)
  • Auto Soldouts (auto soldouts program)

Refund Reason Codes

The system assigns each refund a reason code. These codes are:

  • A Auto Cancel Backorders = This reason applies when a backorder item exists on an order and you process automatic backorder cancellations.
  • B Balance Due = This reason applies when an order has an unpaid balance.
  • O Overpayment = This reason applies when a customer pays more than the order total, when the customer cancels a prepaid item or order, or when an item on a prepaid order is sold out.
  • R Return = This reason applies when a customer returns one or more items using a return authorization.
  • S Soldout = This reason applies when a soldout item exists on an order and you process automatic soldout cancellations.

Placing Refunds on Hold

The system can hold a refund automatically or you can place them on hold.

Automatic holds occur when:

  • The refund check amount is less than the minimum or more than the maximum amount specified in the Pay Type table; you can define these amounts in the Work with Pay Types (WPAY) menu option.
  • The refund release days have not elapsed (this is used to hold refunds for an order paid by check until the check has cleared).
  • The order that includes the refund is on hold.
  • The cancel reason you used to cancel any item on the order had the Generate refund? field set to 2.
  • The refund is associated with Credit Card Net Exchange Billing.

You can also place a refund on hold manually through the Work with Refunds (WREF) menu option; for example, if you suspect a fraudulent customer.

Releasing Held Refunds

You can release refunds that are on hold. Releasing refunds from hold, however, does not mean that they will be processed if the order is on hold.

The system releases the refund automatically when the order hold is released or the refund release days pass. However, if the refund is on hold because it is more than the maximum for the pay type or because you put it on hold manually, you must release it through the Work with Refunds (WREF) menu option.

Writeoff Updates

When you write off a refund amount the system updates the customer record with the writeoff amount. The writeoff balance accumulates for the customer. You can apply the balance to a new order as a payment if it is a positive amount or as an additional charge if it is a negative amount.

Canceling a Refund

You can cancel a refund through the Work with Refunds (WREF) menu option if the refund was created by mistake or the customer is a fraud.

Issuing Refunds

Follow the guidelines below when you are working with refunds.

  1. Print the Refund Due List.
  2. Review the refunds that are ready for processing.
  3. Check the order status and determine which held orders you want to release.
  4. Determine which refunds you want to release from hold.
  5. Use the Work with Refunds screen in the Work with Refunds (WREF) menu option to research refunds, to release, hold, cancel or writeoff a refund, or to change the type of refund to issue.
  6. Reprint the Refund Due List so that you have a record of the changes you make to the refunds and to verify that you changed the refunds correctly.
  7. Process refunds and writeoffs using the Process Refunds (MREF) menu option.
  8. Reconcile checks you receive from the bank or void them as needed, and purge refund checks once reconciliation is complete using the Reconciling Checks (MREC) menu option.

Reprinting Refunds

If you have a problem printing the refund checks, you can reprint them with the Reprint Refunds Screen (MREP).

Refund Bank

Whenever the system creates a refund record, it associates the refund with a bank code. The system determines the bank code as follows:

  • When you created the source code used on the order header, you specified a division.
  • When you created the division associated with the source code, you specified a bank. The system uses this bank code.

The system uses the bank code in one or more ways, depending on whether you process orders in multiple currencies.

  • Even if you process orders in only one currency, you might use more than one bank for deposits and refunds. When you process refund checks, the system determines the next sequential check number to use by checking the Bank table.
  • If you process an order in a foreign currency, you generate the refund in this currency as well. The system requires additional setup and validation when the Multi Currency by Offer (E03) system control value is selected; among other things, each currency is associated in Order Administration with a unique bank. The bank code that appears on the Work with Refunds Screen (WREF) indicates the currency that the customer used to pay for the order. Because the system requires a bank code when you process refunds, you can generate refunds in only one currency at a time. If you specify a dollar limit to generate for one of your refund types, the system interprets this limit in your local currency, but generates the refund in the customer's currency.

Suppressing Refunds

You can suppress refund processing:

  • For orders you receive through the Generic Order Interface (Order API). You can use the suppress_deposit_flag and the suppress_refund_flag to suppress processing of deposits and refunds for orders you receive through the generic order interface. For example, it might not be appropriate to process a deposit or generate a refund for a retail outlet order if the transactions have already taken place at the store.
  • For returns you receive through the Inbound Return API. You can use the suppress_refund in the Return Request Message (CWReturnIn) to indicate if you do not want to create a refund for the return. For example, it might not be appropriate to generate a refund for a POS order, when the transactions have already taken place at the store.

In this situation, the refund is generated in a cancel pending status.

Overpayment Refunds

An overpayment occurs when:

  • A customer's initial payment on a prepaid (cash/check) order exceeds the total cost of an order.
  • A customer cancels a prepaid item or order.
  • An item on a prepaid order is sold out.

The system considers a refund an overpayment if the Refund Reason field for the refund is set to O Overpayment.

The total overpayment amount on an order does not include the price of any sold out items; the system automatically creates a refund record for sold out merchandise.

Balance Due Refunds

A balance due occurs when a customer pays less than the order total on a prepaid (cash/check) order.

The system considers a refund a balance due if the Refund Reason field for the refund is set to B Balance Due.

Balance Due Limit

If a customer short pays an order by an amount equal to or greater than this amount, the system places the order automatically on BD (Balance Due) hold.

Orders are evaluated for the Balance Due Dollar Limit and Balance Due Percentage Limit defined in the Pay Type table. Balance due percentage limit takes precedence over balance due dollar limit, so the system puts the order on hold when it is underpaid by the percentage even if it not underpaid by the dollar amount. When you apply a cash/check payment method:

  • If there is a balance due percent limit specified, and the order is underpaid by this percentage, put the order on hold; otherwise,
  • If there is a balance due dollar limit specified, and the order is underpaid by this amount, put the order on hold; otherwise,
  • Do not put the order on hold for an underpayment.

Example: A customer underpays a $1,250.00 order by $25.00. The balance due dollar limit is $5.00; however, the balance due percent limit is 5%. Five percent of this order is $62.50. This order will not go on hold. The customer has underpaid by more than the balance due dollar limit but less than the balance due percent limit.

Note:

If the underpaid amount is less than the amount specified in the Balance Due Dollar Limit, and there is no Balance Due Percent Limit specified, the order does not go on hold. The system creates a balance due record (negative refund record) and puts this record into a write-off pending status. These refund write-off amounts accumulate for the sold-to customer, and can be applied to a subsequent order as an additional charge. The Default Additional Charge Code (C45) to be used in these instances is specified in the System Control table.

Flagging a Balance Due as a Write Off

If a refund is flagged as both a balance due and a write off, the write off setting will take precedence over the balance due setting. In this situation, the system does not display the Balance Due transaction on the Returns/Refunds page.

Returns and Exchanges

Purpose: Returns are processed in three stages:

  1. Create the Return Authorization.
  2. Receive the Returned Merchandise into the Warehouse.
  3. Credit the Customer for the Return.

Return Authority

A separate secured feature controls the ability to perform each step of the return process. For example, an operator might have authority to create and receive a return, but not to perform the credit.

  • Enter Return Authorization (A28) secured feature
  • Receive Return Authorization (A29) secured feature
  • Credit Return Authorization (A34) secured feature

The Use Streamlined Return Authorizations (F44) system control value controls whether you must perform the create, receipt, and credit as separate steps, or whether the return is automatically processed as far as your authority extends.

Performing a Return

You can perform a return using the following methods.

Posting a Return using Work with Return Authorizations (WRTA)

When posting returns using the Work with Return Authorization (WRTA) menu option, the system looks at the setting of the Use Streamlined Return Authorizations (F44) system control value.

If the Use Streamlined Return Authorizations (F44) system control value is unselected, the return authorization process after you select an order consists of:

  1. Creating one or more return authorizations.
  2. Receiving the return(s) as a separate step.
  3. Crediting the return(s) as a separate step.

You can perform all three steps through the Work with Return Authorization (WRTA) menu option. You can also perform the receipt and credit separately, using the Receiving Returns (WRAR) and Crediting Returns (WRAC) menu options respectively.

If the Use Streamlined Return Authorizations (F44) system control value is selected, the return authorization process after you select an order consists of selecting one or more items to return or exchange. At this time, the return is processed as far as your authority extends. For example, if you have create and receive but not credit authority, the return is automatically created and received at this time.

Once a return authorization has been created, or created and received, by one operator, another operator with greater authority must complete the return authorization processing.

Posting a Return in Order Entry

You can post a return in order entry by entering an order line with a negative quantity for the number of units of the item being returned.

When you post a return in order entry, the system performs the following updates:

  • RA Header table: Creates a record in the RA Header table unless the Use Streamlined Return Authorizations (F44) system control value is selected and the Create Return Download Triggers (K28) system control value is unselected.
  • RA Detail table: Creates a record for each negative order line on the order in the RA Detail table if the Create Return Download Triggers (K28) system control value is selected.
  • WRTA and Returns/Refunds page: Displays the posted return in the Work with Return Authorizations (WRTA) menu option and the Returns/Refunds page only if the Use Streamlined Return Authorizations (F44) system control value is unselected and the Create Return Download Triggers (K28) system control value is selected. The return is entered, received, and credited.

Note:

  • In order to post a return in order entry, you must have authority to the Enter Return Authorization (A28), Receive Return Authorization (A29), and Credit Return Authorization (A34) secured features.
  • The system displays returns posted in Order Entry on the Returns/Refunds page only if the Use Streamlined Return Authorizations (F44) system control value is unselected and the Create Return Download Triggers (K28) system control value is selected.

Posting a Return using the Order API

You can post a return through the Order API by entering an order line with a negative quantity for the number of units of the item being returned.

When you post a return through the Order API, the system performs the following updates:

  • RA Header table: Creates a record in the RA Header table unless the Use Streamlined Return Authorizations (F44) system control value is selected and the Create Return Download Triggers (K28) system control value is unselected.
  • RA Detail table: Creates a record for each negative order line on the order in the RA Detail table if the Create Return Download Triggers (K28) system control value is selected.
  • WRTA and Returns/Refunds page: Displays the posted return in the Work with Return Authorizations (WRTA) menu option and the Returns/Refunds page only if the Use Streamlined Return Authorizations (F44) system control value is unselected and the Create Return Download Triggers (K28) system control value is selected. The return is entered, received, and credited.
  • In order to post a return using the Order API, you must have authority to the Enter Return Authorization (A28), Receive Return Authorization (A29), and Credit Return Authorization (A34) secured features.
  • The system displays returns posted using the Order API on the Returns/Refunds page only if the Use Streamlined Return Authorizations (F44) system control value is unselected and the Create Return Download Triggers (K28) system control value is selected.

Posting a Return in Order Maintenance

You can post a return in order maintenance by selecting Return for an order line (to return an individual item) or by selecting Return Order for the order (to return the entire order).

When you post a return in order maintenance, the system performs the following updates:

  • RA Header table: Creates a record in the RA Header table for the posted return. The RA is entered, received, and credited.
  • RA Detail table: Creates a record for each order line returned in the RA Detail table. The RA detail is returned and credited.
  • WRTA and Returns/Refunds page: Displays the return in the Work with Return Authorizations (WRTA) menu option and on the Returns/Refunds page. The RA is entered, received, and credited. If the Use Streamlined Return Authorizations (F44) system control value is selected, the RA displays in WRTA only if there are remaining lines on the order that are eligible for return. In addition, you cannot view the RA lines. Regardless of the setting of the Use Streamlined Return Authorizations (F44) system control value, the RA displays on the Returns/Refunds page.

In addition, you can also post a return in order maintenance by entering an order line for a negative quantity for the number of units being returned. In this situation, the system performs the same updates that occur when you post a return in order entry.

Note:

In order to post a return in Order Maintenance, you must have authority to the Enter Return Authorization (A28), Receive Return Authorization (A29), and Credit Return Authorization (A34) secured features.

Posting a Return using the Inbound Return API

You can use the Inbound Return API to create and process a return against an order detail line, based on a Return Request Message (CWReturnIn) received from an external system.

When you post a return through the inbound Return API, the system performs the following updates:

  • RA Header table: Creates a record in the RA Header table for the posted return.
  • RA Detail table: Creates a record for each order line returned in the RA Detail table.
  • WRTA: Displays the posted return in the Work with Return Authorizations (WRTA) menu option. The return is entered, received, and credited.

Note:

The system does not require authority to the Enter Return Authorization (A28), Receive Return Authorization (A29), and Credit Return Authorization (A34) secured features in order to create, receive, and credit a return processed through the RETURN_IN job. The system creates the return without errors; however, if you do not have authority to these secured features, you cannot review the return in WRTA.

Create the Return Authorization

This occurs whenever you process a return through either Work with Return Authorizations (WRTA) or order maintenance; however, in order maintenance, it occurs automatically “behind the scenes.” At this point, the system also writes a message to order history.

  • The return authorization can be either a straight return (specify a return reason code), or an exchange (specify an exchange reason code).
  • When you process an exchange you need to supply information about the exchange item. The Require Exchange Item at Time of Receipt (F42) system control value controls the point when you must supply this information (that is, at the time of creating or receiving the return).
  • You can process multiple returns or exchanges against the same order line. For example, if a customer returns one unit because it is defective and wishes to exchange another unit for a different color, you can create two separate return authorizations for the item using a return reason code and an exchange reason code. Similarly, if the customer is returning two units for two different reasons, you can create two separate return authorizations for the item using the different return reason codes.
  • You can also create a return authorization against all shipped, unreturned items on the order at once.

Receive the Returned Merchandise into the Warehouse

When you receive the returned merchandise, the receipt is processed through the ORDR_ASYNC job, which updates:

  • Inventory for the item, including increasing on-hand in the item location and item warehouse, and adding an inventory transaction history record.
  • The order, including the order detail and order line history.
  • In the case of an exchange, adds the exchange item to the order.
  • In the case of a misshipped item, adds the returned item to the order.
  • The return authorization header and detail.

Note:

When you process an exchange, adding the exchange item reopens the order if it was closed. Adding a new line causes the order to move through the normal processing routines, which may cause the order to go on hold if, for example, the exchange item has a higher price and the customer paid by check.

Credit the Customer for the Return

The credit is processed through the ORDR_ASYNC and BILL_ASYNC jobs, which update:

  • The order, including order history, and creating the credit invoice and refund, if appropriate.
  • The return reason or exchange reason history for the offer.
  • The return authorization header and detail record.

Note:

Refunds can be either positive (you owe the customer money) or negative (the customer owes you money).

Credit Card Net Exchange Billing

If the Use CC Net Exchange Billing (M23) system control value is selected and the order contains a credit card pay type, the system may hold the credit invoice for the return to net it against the debit invoice for the associated exchange in order to reduce the number of transactions that occur for an exchange. However, if you use net exchange billing, you should not process returns in Contact Center, and should use Classic View instead.

Returns/Refunds Options

Purpose: You can perform the following actions on the Returns/Refunds page.

For more information:

Perform a New Search

Select Search or Home above the page to advance to the Search for Orders or Customers page.

Review Order Summary

Select Order Summary at the top of the page to advance to the Order Summary page for the current order.

Review Order Activity

Select Order Activity at the top of the page to advance to the Order Activity page for the current order.

Review or Work with Order Messages or Order Notes

Select Message at the top of the page to advance to the Messages page for the current order.

Review Invoices for the Order

Select Invoices at the top of the page to advance to the Invoices page.

Unlock the Order

Select Unlock Order above the page or press CTRL + ALT + u to process any remaining order updates and unlock the order so that it available for maintenance by another user.

Note:

This option displays only if you have locked the order in the current session; it does not display if another user has locked the order. In this case, you can use the Unlock Order option if you have the required authority.

For more information: See Maintaining an Order for more information about locking and unlocking an order.

Schedule a Courier Pickup

Select Schedule a Courier Pickup to schedule a courier to pick up a customer’s return package and drop it off at a retailer’s store location. See Schedule a Courier Pickup for more information.

View the Courier Pickup Details

Select View the Courier Pickup Details to view the details of a return that is already scheduled for courier pickup. View the Courier Pickup Details for more information.

Cancel the Courier Pickup

Select Cancel a Courier Pickup if the status of the pickup is pending or enroute. See Cancel a Courier Pickup for more information.

Returns via Oracle Retail Collect and Receive (CaR)

Order Administration is integrated into the Oracle Retail Collect and Receive Cloud Service (CaR). When configured, Order Administration allows a Courier (that is, Uber) to be scheduled to pick up a customer’s return package and drop it off at a retailer’s store location. For setup and configuration requirements, see the Oracle Retail Collect and Receive Enterprise Returns Integration section in the Oracle Retail Order Administration Cloud Service Integration and Import/Export Guide.

You can perform the following actions on the Returns/Refunds page.

Schedule a Courier Pickup

The Schedule Courier Pickup button is located on the Returns/Refunds tab of an order in Modern View when all lines and units on the Return Authorization are not received, credited, or canceled and a courier pickup is not already scheduled.

First of all, the customer's address is checked to ensure it is eligible for a courier service to pickup their return items and take them back to a retail store/return center. 

To schedule a courier pickup:

  1. Select Schedule Courier Pickup to open the Courier Pickup Return Authorization screen.

  2. Select a Time Zone from the drop-down list of North American time zones. The time zone selected is used to provide a list of dates and times available to select a pickup window where the package is to be picked up.

    The system will immediately check eligibility for a courier pickup using the Customer’s Ship-To Address from the originating order and select the nearest drop-off location to the customer’s address. If the eligibility check is successful, the screen display additional sections to Select the Pickup Window and enter Package Details. If unsuccessful, an error is displayed. Edit the pickup address and check eligibility again.

    Note:

    If the pickup address is changed after a prior successful eligibility check, another eligibility check will be run.

  3. From the Select Pickup Window, select a single 2-hour window between 8:00AM and 6:00PM that falls within the available store hours which will be provided to the courier for the pickup time range. If the local time is 10:05 AM (based on the time zone selected), the list of pickup window options will start at 12:00PM - 2:00PM. If the local time is 5:00 PM, and the pre-defined pickup windows end at 6:00 PM, then the current date is not displayed as an option for selection. Display the next 4 days and pickup windows.

    Drop-off Location Details and Store Hours can be defined within the Order Orchestration Location screen and will be returned in the Eligible Return Locations service for display.

    Note:

    Retailer's that implement the Courier Pickup capability, must ensure that all their location addresses are correct in OOCS and that they do not have duplicate location ID's across their enterprise. Once a drop off location ID is sent to Uber, Uber will always use the associated address that was originally sent. The retailer will need to work directly with Uber for any needed address changes/updates.

  4. The size and number of packages being returned must be entered which will be provided to the courier for pickup through the CaR integration.

    Select +Add Package for Pickup to open the Packages for Pickup Drawer and set the number of packages for pickup. A package size must be selected for the number of packages entered. Options are:

    • Small (Can be carried with one hand)

    • Medium (Can be carried in a shopping bag)

    • Large (Needs two hands to carry)

    • X-Large (Heavy or odd size, requires two hands)

    Select OK button when done to confirm the package count and sizes. The +Add Package for Pickup field changes to Number of Packages for Pickup. Use the pencil icon to change/edit the number of packages or package sizes.

  5. Notes for the courier can be added about the pickup location with a 280 character limit.

  6. Once all Pickup and Package details are entered, click Submit to Courier button and the pickup will be scheduled.

If scheduling a pickup is successful, the following will occur:

  • A snackbar message is displayed showing the date and time for the pickup, and the Courier Pickup screen will close.

  • An Order Activity message is written and displayed on the Order Activity tab of Order Summary.

  • A CWEmailOut Courier Pickup Notification (CP) will be sent if configured.

If unsuccessful, an error displays such as the courier pickup cannot be scheduled. Edit the details and Submit to Courier again.

If there is an offline condition (that is, communications failure) or system error that is, system set-up issue) when the system submits to courier, an error message, Unable to schedule a pickup. Communication failure or Invalid Data passed. Contact your system administrator. is shown.

 If a pickup has already been scheduled for the Return Authorization, upon selecting Submit to Courier the message a pickup already exists. Please cancel to exit is shown.  

View the Courier Pickup Details

The Courier Pickup Details button is located on the Returns/Refunds tab of an order in Modern View when a courier pickup is already scheduled.

To view the courier pickup details:

  1. Select the Courier Pickup Details drop-down list to select a specific unique Delivery ID to open the Courier Pickup Details screen. Here, you can review the Pickup Location, Drop-off Location, Current Status and History, Pickup Window, Package Details and Canceled Reason.

A Delivery ID's status changes to canceled when a scheduled courier service is canceled successfully before packages get picked up from the customer's address. 

If packages get picked up by a courier service but are not delivered to the retailer and instead need to be returned back to the customer's address, the status will change to returned once the packages are delivered back to the customer. As an example, this may happen as a result of a drop-off location (store) being closed.

The Order Activity tab in Order Summary shows a line for each activity performed.

Cancel a Courier Pickup

Courier Pickup Details

Within the Courier Pickup Details screen, you can select Cancel Courier Pickup only when the status is either Pending or Enroute Pickup. Additionally, the Delivery ID must have received a successful response from CaR when retrieving the latest status.

If cancelation is successful, the following will occur:

  • A snackbar message is displayed, and the Courier Pickup screen will close.

  • An Order Activity messages will be written.

  • A CWEmailOut Courier Pickup Notification (CP) will be sent if configured.

For a failed cancelation, the snackbar message, “Unable to cancel the courier pickup. Communication failure or Invalid Data passed. Contact your system administrator.” is shown. Select Dismiss to clear the pop-up message or select Retry to try again.

For more information:

Fields on Returns/Refunds

Purpose: When you first advance to the Returns/Refunds page, return and refund activity displays in chronological order, with the most recent activity at the top of the page.

An activity status icon displays to the left of each transaction, indicating the transaction’s current status.

  • Open: A star icon displays if the transaction is open.
  • Held: An exclamation mark icon displays if the transaction is held.
  • Processed: A check mark icon displays if the transaction is completed.
  • Canceled: A circle with a line through it displays if the transaction is canceled.
  • Written Off: A closed book icon displays if the transaction is in a written off status.

The following information displays on the Returns/Refunds page.

For more information:

Returns/Refunds Page Title

Refund Activity

The following fields display for a refund associated with the order.

Overpayment Activity

The following fields display for an overpayment associated with the order.

Balance Due Activity

The following fields display for a balance due associated with the order.

Exchange Activity

The following fields display for an exchange associated with the order.

Return Activity

The following fields display for a return associated with the order.

Courier Pickup for Return Authorization XXXXX

This window opens after selecting Schedule Courier Pickup on the Returns/Refunds tab of Order Summary. The unique Return Authorization Number is displayed on the title banner.

Pickup Details The following fields are pre-populated based on the order ship-to details for the original order. Use the Edit button to change any of the pickup details.

  • Pickup Contact Name Includes prefix, first name, middle initial, last name, suffix and company.

  • Address Includes all address lines, city, state, zip, country, apartment.

  • Phone Number Displays a single phone number based on the following hierarchy from the order ship to and then if edited, display the updated information

    • Hierarchy: (1) Home, (2) Business, (3) Mobile (or Fax). One-Time Ship-To only has a single phone number.

  • E-mail Address Defaults the email from the order ship-to on the original order.

The Select Pickup Window and Package Details section do not display until a Time Zone has been selected.

Select Pickup Window Displays the current local pickup time for the time zone selected. 

  • Day The system presents four available dates for pickup in the drop-down list.

  • Time

    • Pickup windows in the drop-down list are predefined

      • 8:00AM - 10:00 AM

      • 10:00 AM - 12:00 PM

      • 12:00 PM - 2:00 PM

      • 2:00 PM - 4:00 PM 

      • 4:00 PM - 6:00 PM

     Display of the earliest pickup window for the current day will be determined by evaluating which is the pickup window nearest the drop-off location's current local time, but with no part of the window in the past. Examples:  

    • If the local time is 10:05 AM, the list of pickup window options should start at 12:00PM - 2:00PM 

    • If the local time 5:00 PM, and the pre-defined pickup windows end at 6:00 PM, then do not display the current date as an option for selection.  Display the next 4 days and pickup windows.

  • Store Hours Store hours shown as display only, or store hours not found message is shown.

  • Courier Dropoff Location Store location name and the distance from the pickup location to the drop off location is shown for display only. 

Package Details

  • Notes for the Courier 280 character limit text field to leave a note for the courier pickup.

  • +Add Packages for Pickup Opens the Packages for Pickup Drawer to detail the package requirements.

Courier Pickup Details XXXXX

This window opens after selecting Courier Pickup Details on the Returns/Refunds tab of Order Summary. This option is shown on every Return Card that has an associated Courier Pickup in any status. All Delivery ID's associated with the Return Authorization are shown with the most recent at the top. The Delivery ID must be unique across all of the retailer applications. OMS generates this ID like OMS-R-<RA reference id>-<count>. On selection of a Delivery ID from within the 'Courier Pickup Details' menu, the Courier Pickup Details window is shown containing the following information.

Pickup Created Date The date will reflect the date the pickup was created/submitted.

  • Pickup Includes contact data such as prefix, first name, middle initial, last name, suffix and company, the address details, phone number. and email address.

  • Dropoff Displays the Store Location Name and Location Code and address data including all address lines, city, state, zip, country, apartment, and a phone number.

  • Status Display most recent status. 

  • Status History Clickable text.

  • Items Displays count of items on the associated Return Authorization.

  • Packages Displays count of packages sent to the Courier.

The lower section of the screen presents in a card and is split out into 3 sub-sections:

Pickup Details A time zone for the pickup location date and a pickup window time slot for when the customer’s package will be picked up. Shown in local time. Package Details is a hyperlink to open the Package Details drawer. This shows the number and type of items in the package from a pre-defined size:

  • Small (Can be carried with one hand)

  • Medium (Can be carried in a shopping bag)

  • Large (Needs two hands to carry)

The number of packages in total and the dimensions such as the weight, height, length, and width.

Courier Information Shows the name of the courier, a hyperlink for the Courier Tracking URL that opens to the courier website, and any notes specific for the courier.

Undeliverable Details The courier undeliverable reason such as Unfulfilled or whether the items were left at the door.

A "Cancel Courier Pickup" button shows in the lower right of the card. 

Status History Drawer

Status History is a clickable link to open the Status History Drawer. The Status History Drawer displays a record of each status the order has been in since creation. The most recent status is displayed at the top of the list. It shows:

  • Status Pickup Pending, Pickup Complete, Enroute to Dropoff.

  • Date and local time when the order was updated to the corresponding status.

Click Done to close the drawer.

If, on entry to the Courier Pickup Details page, the call to CaR fails or returns no data, the following message is shown on the Status History window: No data to display.

Packages for Pickup Drawer

This drawer opens after selecting +Add Package for Pickup and contains the number of packages for pickup and the package size for each package. Select Done to close the drawer.

  • Number of Packages for Pickup

    A default value of 1 but this can be changed by entering another number or using the arrows. This number cannot be greater than the quantity of units on the Return Authorization.

  • Package Size Each Package <#> field will be in numerical order beginning with 1. Selecting this field, shows a pre-defined list of sizes.