In the service module all return details are visible for a customer service agent.

For each product that has been registered for a return following data is visible:

  • status
  • quantities

Status
The status of a product can be set by 2 actions; manual actions (like authorizing or receiving a return) and automated actions (as defined in automation rules).

For each product the following main statuses are registered:

  • Requested: the product has been requested but not yet authorized
  • Approved: the product has been authorized for return
  • Rejected: the product has been rejected for return
  • Received: the product has been received
  • Settled: the product has been settled

For exceptions several sub statuses are registered:

  • Partial less than the requested quantity has been authorized for return
  • Missing: less than the expected quantity has been received
  • Surplus: more than the expected quantity has been received
  • Cancelled: the return has been cancelled

Quantities
The quantity of a product can also be set by 2 actions; manual actions (like authorizing or receiving a return) and automated actions (as defined in automation rules).

For each return the following quantities are registered:

  • Requested: the quantity that has been registered when the return has been created
  • Rejected: the quantity that has been rejected by an agent or by an automation rule
  • Approved: the quantity that has been approved by an agent or by an automation rule
  • Expected: the quantity that needs to be returned. The expected quantity is 0 when a product has been flagged as non-returnable
  • Received: the quantity that has been received by an operator in the returns center. In theory the received quantity should be equal to the expected quantity
  • Settled: ┬áthe quantity that has been completed by an agent. In theory the settled quantity should be equal to the approved quantity

Special flags
Each product can have different flags that indicate a special product status.

  • Non-Returnable (N): this flag appears if a product has been flagged as non-returnable (defined by a non-returnable flag in the product master or by an automation rule)
  • Warranty (W): this flag appears if a product has been flagged as warranty (defined by an automation rule)
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