Return Ship To

Purpose: Use the Return Ship-To panel to return any shipped and unreturned quantity of the lines on a ship-to order or to create a return authorisation (RA).

How to display: Select the Return Ship-To option in the Ship-To Details panel of the Order Summary page.

Requirements to return an order ship-to:

• There has been at least one shipment on an 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.
• You have authority to the return disposition value associated with the selected return reason code.

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 updates: When you process the return, 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 each returned item.
• The Returned Quantity for each returned 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.

Any unshipped order lines are not updated.

For more information:

• Return Ship-To Options for step-by-step instructions on the actions you can perform on the Return Ship-To panel.
• Fields on Return Ship-To for a description of the fields on the Return Ship-To panel.

Return Ship-To Options

Purpose: You can create a Return Authorization (RA) for lines shipped and not previously returned. Once created, a customer can reference a return authorization number with the items when sending back to the retailer or request a Courier Pickup of the items.

The Return option for a Ship-To within Order Summary allows you to perform either a streamlined Return (where the create, receive, and credit return steps are performed in one process), or create a Return Authorization based on authority as a separate step.

Note:

A user must have ALLOW authority to the Enter Return Authorization (A28) secured feature for the Return option to be available at the Ship-To level.

Selecting the Return option advances you to the Return Ship-To page where you can select Create a Return Authorization or Return an Order Ship-To.

Note:

A user must have ALLOW authority to the Receive Return Authorization (A29) and Credit Return Authorization (A34) secured features to perform a Return Ship-To. Otherwise, the page will immediately load the Create Return Authorization contents.

For more information:

• Return Ship To for an overview of the Return Ship-To panel, including the conditions when you can process a return and the updates made.
• Fields on Return Ship-To for a description of the fields on the Create Return Authorization panel and Return Ship-To panel.

To Create a Return Authorization:

1. Select Return for an order ship-to at the Ship-To Details Panel on the Order Summary page.

2. Select Create Return Authorization from the button set if shown. The button set is shown when you have authority to both do a return authorization as well as a streamlined returned. 

3. Add one or more items to return using either of the following methods:

   • Selecting the first check box selects all lines eligible for return. Optionally, deselect items not required for return. Select Add Selected to add multiple selected items.

   • Select the Add button next to each regular item, main set item, and set component item to return. The check box does not have to be checked.

   For sets, all of the line items that make up the set (main set and component items are displayed. When Add is clicked for the main set item:

   1. If the main set item and components are NOT added already to the list, the system immediately adds both the main set item and components to the list with the max quantity set at the unreturned quantity.

   2. If any of the main set items or components are already added to the list, the system will ONLY add the main set item.

4. Select a Return Reason and press Submit. Items that were selected are added to the Items to Return or Exchange section.

5. Optionally, modify the Return Quantity up to the maximum unreturned quantity.

6. For each line if an exchange item is required, select the Exchange button to the right of the Return Reason field. The Exchange Item drawer opens. The Require Exchange Item at Time of Receipt (F42) system control value setting determines whether you enter the exchange item and details (quantity and pricing), or if you only select an exchange reason. Set the Require Exchange Item at Time of Receipt (F42) system control value to Yes if exchange items are only to be entered during the Receive Return Authorization step.

   • If the Require Exchange Item at Time of Receipt (F42) system control value setting is No:

     1. Select the Exchange Reason.

     2. Enter a description, keyword or Item ID to search against the item hierarchy for a valid exchange item.

     3. If the Item ID selected has SKU as part of the hierarchy, select a SKU.

     4. Enter the quantity of exchange items to purchase.

     5. Select an Exchange Pricing method from the drop-down list: Normal Pricing (default), Override Price, No Charge, Existing Price.

        • Normal means the item will be priced based on the pricing hierarchy as if you added a line in MV order summary. 

        • If you select Override Price, where you manually define the price, enter a Price Override value and select a Price Override Reason.

        • No charge means the price will be set to zero dollars.

        • Existing price means the exchange item will be priced using the price of the item being returned.   

     6. Select OK. The Exchange Item drawer closes.

     In the Items to Return or Exchange section, details of the exchanged item is shown below the item being returned along with a blue badge with Exchanged Item on it.

     If the added exchange item is a warranty item, upon Submit, it is added to the order at no charge and a price override reason defaults. You cannot override the price for a warranty item.

     Neither the exchange item or the warranty item is added to the order until the return item is received.

     Optionally, after an exchange item has been added to the Items to Return or Exchange section, it can be changed (such as amending the quantity of the exchange item or to change the exchange pricing), or deleted. See Edit Exchange Items and Delete an Exchange Item for more information.

   • If the Require Exchange Item at Time of Receipt (F42) system control value setting is Yes:

     1. Select the Exchange Reason.

     2. Select OK.

     In the Items to Return or Exchange section, a gray badge with Exchange Pending on it is displayed.

7. Set Return Options for Shipping, Additional Charges, Personalization and Duty Charges as required. The default setting for all refund options is the no/off position.

8. When all items are added to the Items to Return or Exchange section, click Submit. The return authorization is created.

   On click of Submit, if successful:

   • The Return Authorization number and record is created in the system.

   • A snackbar displays the message "Return Authorization XXXXX has been created for <customer name>," where XXXXXX is the Return Authorization number in RA_REFERENCE_ID.

   • You are returned to the Order Summary tab of the Order Summary page.

Note:

When a Return Authorization is created, the Return Disposition defaults from the Default Disposition Code (C18) system control value. You do not need to enter it.

Oracle recommends when receiving the Return Authorization either through the Classic View (Work with Return Authorizations (WRTA) or Receive Returns (WRAR) ) or using the Return Authorization API, you check the return disposition code and make sure it is appropriate for the items being returned since it is being defaulted when the Return Authorization is initially created and may not be suitable for each item received. 

If a Return Authorization (RA) has failed to be created because all or some of the items selected during the Create Return Authorization are in error, on click of Submit: 

• The Return Authorization number and record is not created in the system.

• An error message displays informing that the Return Authorization was not created. The errored lines need to be corrected (deleted or quantity changed) in the Items to Return or Exchange section. The items and quantities that caused the error are displayed, such as the item is not eligible for return. Once corrected, click Submit again for the system to validate the errors. It is recommended that when correcting multiple errors, complete all updates before pressing Submit to resubmit for a return authorization.

Note:

Although items may have been deleted from the card, the banner error message remains until Submit is clicked again. At that point, the system will validate all the errors again and either submit your changes or issue a new error.    

To Return an Order Ship-To

1. Select Return for an order ship-to at the Ship-To Details Panel Title of the Order Summary page.

2. Select Return Ship-To. See Return Ship To for information on when the Return option is available.

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 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.
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. An error message might display if, for example, you do not have authority to the return disposition value. 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.

7. Depending on the selected Return Disposition, the Warehouse Location may default, or you may need to select it.

   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. You cannot refund more than this amount for shipping. For example, you can enter the Shipping Override value in Edit Ship-To Information. 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 Override of $10.00, the Current Shipping Amount displayed for the second item is $40.00.

   • Refund Additional Charges

   • Refund Personalization

   • Refund Duty Charges

9. Select Return to submit the return.

Add payment method? When you process a return for a retail pickup or delivery order and select the Unlock Order option, a message indicates that the only payment method on the order has been deactivated. You cannot unlock the order until you select the Add Payment option and add a new payment method. See Add Payment for more information.

Deleting Items

Before submitting, items on the Items to Return or Exchange section, they can be deleted from the return. They can also be deleted if submission failed and an error is generated.

To Delete Regular Items:

1. Select Delete from the More Options menu () in the card where an item has been added.

   On click of Delete, the card with the line item is removed from the Items to Return or Exchange section. The unreturned quantity of the respective line item is incremented in the Items section by the Returned Quantity that was deleted. If the line in the Items section is being incremented from an Unreturned Quantity of zero:

   • The line is no longer be grayed out.

   • The check box is re-enabled.

   • The Add button is re-enabled.

   That quantity is now eligible to be selected and added back to the Items to Return or Exchange section.

To Delete Set Items:

• When a Main Set is deleted from the list:

  • it becomes available again to be added.
  • the set components are NOT deleted.

• When a Set Component is deleted from the list:

  • it becomes available again to be added.
  • the main set is NOT deleted.
  • other set components are NOT deleted.

To Delete an Exchange Item

1. Select Delete Exchange from the More Optionsmenu () in the card where an exchange item has been added.

   On click of Delete Exchange, the exchanged item is removed from the card and the Exchange Reason reverts to Return Reason. The delete is immediate, there is no confirmation prompt.

To Delete a Return Item with an Exchange

1. Select Delete Item from the More Options menu () in the card where an exchange item has been added.

   On click of Delete Item, the returned item is removed from the card along with the exchanged item associated to it. The delete is immediate, there is no confirmation prompt.

Edit an Exchange Item

The Items to Return or Exchange section of the Create Return Authorizations shows the items for return or exchange. Before submitting, exchange items can be changed such as amending the quantity of the exchange item or to change the exchange pricing.

To Edit Exchange Item Details:

If the Require Exchange Item at Time of Receipt (F42) system control value setting is No.

1. Select Edit Exchange from the More Options menu () in the card where an exchange item has been added. The Exchange Item drawer re-opens.

2. Modify the Exchange Reason, Item ID, SKU, Quantity, or Exchange Pricing as required.

3. Select OK. Validations are performed and the associated Return/Exchange Card in the Items to Return or Exchange section is updated to reflect any changes made. 

Fields on Return Ship-To

Purpose: You can use the Return Ship-To panel to create a Return Authorization (RA) for lines shipped and not previously returned.

Create Return Authorization

The fields on the Create Return Authorization panel are listed below. The panel is divided into three sections and shows the Items to be returned section on the left and the Return Options section on the upper right side of the panel. The Items to Return or Exchange section is shown below Return Options. There will be no content displayed in the Items to Return or Exchange section until items are selected and added to the return authorization.

Items: List of all the items on the order ship-to that have been shipped or partially shipped displayed in numerical order based on the line number of the original order. 

• Check box: Check box for each regular item, main set item, and set component item. Selecting the first check box selects all lines eligible for return. Select Add Selected to add multiple selected items.
• Item Image
• Item Description
• Unit Price: The current price on the order detail line (ODT price) displayed to 2 decimal places.
• Unreturned Quantity: Items that are not eligible for Return Authorization creation (an unreturned quantity of zero or a line level return is not allowed on the item) show Not available for Return instead.
• Main Set or N of X in Set: When a set is part of the list of item(s) to display, all of the line items that make up the set (main set and component items) are displayed. 
• Add: This button is enabled if there is an unreturned quantity on the line > 0. Used to add an individual line eligible for return.

Return Options

The default setting for all refund options is the no/off position.

• Refund Shipping. Optional.
• Refund Additional Charges. Optional.
• Refund Personalization. Optional.
• Refund Duty Charges. Optional.

Items to Return or Exchange

There will be no content displayed in this section until items are selected and added to the Return Authorization. Items are shown in the line number sequence if added by select all. Each item of a Set (main set and component items) that is added to this section displays on the same card. If items are added one at a time, the most recently added line items are shown at the top and the earliest added items at the bottom. Each line item has its own card displaying the following information about the line item:

• Item Image
• Item Description: Display only.
• Unit Price: Display only. The current price on the order detail line (ODT price) displayed to 2 decimal places.
• Returned Quantity: Defaults equal to the max unreturned quantity but can be changed.
• Return Reason. Required.
• Unreturned Quantity: Display only.

If an exchange item is added to the order, the associated Return Card in the Items to Return or Exchange section updates with additional information:

• The Exchange Reason is updated to reflect the Exchange Reason that was chosen in the Exchange Item drawer. 

• The Return Reason is removed and replaced with the Exchange Reason.

• The Exchange button is removed for that line.

When the Require Exchange Item at Time of Receipt (F42) system control value setting is No, below the item being returned, the following information about the exchange item is displayed.

• Item Image
• Item Description: Display only.

• Exchanged Item: Also shows a blue badge with Exchanged Item on it.

• Exchanged Quantity

When the Require Exchange Item at Time of Receipt (F42) system control value setting is Yes, beneath the item being returned, the following information about the exchange item is displayed.

• Item Image
• Item Description: Display only.

• Exchanged Pending: Also shows a gray badge with Exchange Pending on it. The exchange item can be added once the return item is received.

Exchange Item Drawer

The Exchange Item drawer is opened from the Items to Return or Exchange section within Create Return Authorization. The Require Exchange Item at Time of Receipt (F42) system control value setting determines whether you enter the exchange item and details, or if you only select an exchange reason.

 When Require Exchange Item at Time of Receipt (F42) system control value = No, the Exchange Item drawer contains the following fields: 

Item Image

Item Description

Exchange Reason

Item ID

SKU

Quantity. Required.

• If Allow Maximum Order Quantity Override (A70) secured feature is set to EXCLUDE or is empty: "Enter a number between 1 and X" where X is the value configured in SCV C60.

• If Allow Maximum Order Quantity Override (A70) secured feature is set to ALLOW: "Enter a number between 1 and 99,999.

Exchange Pricing: Controls how to price the exchange item added to the order. Required. Valid options are: Normal Pricing (default), Override Price, No Charge, Existing Price.

Price Overrides (A23) secured feature is required to change the default.

The Existing Price option can only be selected if there is a price override reason specified in Price Override Reason for Same Price Exchanges (D92) system control value. 

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.

Price Override Limit Percent (E55) system control value defines the percentage by which the existing price of the item can be discounted, unless you have authority for Override Price Override Limit (A64) secured feature that can override the limit set in SCV Price Override Limit Percent (E55).

 When Require Exchange Item at Time of Receipt (F42) system control value = Yes, the Exchange Item drawer contains only the following fields: 

Item Image

Item Description

Exchange Reason

Return Ship-To

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

Note:

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

• Return Reason. Required.
• 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 if the return disposition code affects inventory and the use primary location is unflagged or if use primary location is flagged and the item does not have a primary location. This value defaults from the return disposition code but may be overridden by selecting a different warehouse from the drop-down list.  If the return disposition code is flagged to use a primary location and the item has a primary location, the item will be returned to the item’s primary warehouse and location. This field may be required based on the return disposition.
• Warehouse Location. The physical location within the warehouse where the returned item will be received if the return disposition code affects inventory and the use primary location is unflagged or if use primary location is flagged and the item does not have a primary location. This value defaults from the return disposition code but can be overridden by selecting a different location from the chosen warehouse. If the return disposition code is flagged to use a primary location and the item has primary location, the item will be returned to the item’s primary location and warehouse. This field 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.