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Managing Returns

Occasionally customers will need to return items. iAPPS handles this through the orders system. When a customer contacts a CSR, the CSR can quickly locate the order and view any items that were shipped to the customer. 

• From there they create a RMA (Returned Merchandise Authorization) and

• Create a new order to send a replacement or exchange, if necessary. 

• The CSR can also start the process for a refund, although a CSR Manager must approve any refunds .

Returns are sent to a single Returns Warehouse.  (See "Warehouse, Inventory and Returns Tasks" for more details). From the Returns Warehouse, the returned items will be returned to inventory, if returned in acceptable condition.

• If the item is not returned, the CSR can charge the customer for it. 

• The returns screen can be filtered to show which returns are awaiting an item to arrive at the warehouse or if other CSR action is required.
• The process is outlined here and on the Returns Process flow chart.  The process is described in step-by-step detail in the next sections. 

The process of returns and refunds is separated.  Thus refunds on orders can be issued with or without a returned item.  All refunds require approval by the CSR Manager, however.

Returns Process Overview

• Customer contacts company.

• CSR searches for the order on the Orders screen.

• CSR views items that were shipped, and opens the Returns section and clicks on Return button.

• CSR selects items and quantity to be returned from the popup of available returns, which is items shipped minus any already returned items or non-returnable items (such as single items from a bundle or downloadable media).

• A RMA number is generated and the New Returns screen appears. The CSR selects reason for return and whether it is an exchange or refund.

If refund,

• The CSR chooses whether to include shipping cost or other items in the refund. CSRs can override the refund default amount, although the total refund cannot be more than the order value.
• Refund is submitted for approval by a CSR Manager.

If exchange,

• A new order is created to ship replacement item(s). The new order copies which item(s) to ship, payment and address details from the existing order. Note: Payment information is copied but not authorized.
• CSR selects if the exchange order will be processed and shipped now or only after the item is returned. 
• CSR can override the payment information and other details in the New Order Screen, if desired.
• CSR approves order
• The exchange order goes into the OK stage and item is shipped  --
• OR the exchange is put on hold until the item is returned to the warehouse.
• When return is processed, CSRs can send email to the customer with a link to the return. Emails are also sent to customers for refunds and/or when items are received.back at the warehouse.
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RETURNS PROCESS

Returns Warehouse 

When items are returned to the warehouse, a representative accesses the order via the RMA number and lists the number of items returned, if they are in acceptable condition (or rejected) and what number of items to return to inventory. 

• Refunds are then processed or the replacement will be shipped. (Shipping may happen automatically or need manual action depending on how your warehouse management is set up.)

• If items are not returned, a CSR will need to charge the client’s credit card. There is no automatic charging, so this needs to be done manually.  The order can be accessed via the returns screen.