Adding products to returns

Use HCL Commerce Accelerator to add a product to an existing customer return that is not processed. That is, an amount was not credited to the customer's credit card or line of credit.

Procedure

Open HCL Commerce Accelerator
Find the return that you want to work with.
Open the Change Return notebook by selecting the check box next to the return that you want to work with, and click Change.
When you open the notebook, the Products page is displayed. Click Add. A product search dialog opens where you can find products to add to the return.
Depending on where you want the system to search for products, perform one of the following steps:
- To search for products based on information about an existing order, select the Search from an existing customer order radio button and provide any of the following order information. Select this option if you know information about the order that contains the product to return. Provide at least one of the following order information:
  - In the Order number field, type the order number, which uniquely identifies the order that contains the product to return.
  - In the Customer logon ID field, type the store logon ID for the customer that placed the order. If the customer logon ID for the originator of the return is known, then the customer logon ID is populated with the customer's logon ID for the store.
  - From the Account name list, select the customer's account name. The name of the organization the customer is associated to is found here. In addition, it also has information related to the organization-defined contracts with stipulating terms and conditions for the customer to shop at the store.
  Note: To return a product, it must ship to a customer as part of an existing order. If the product is not in the shipped state, the product is not considered returnable. The Products From Order - Search Results page shows that the row cannot be edited.
- To search for products within the store's online catalog, select the Search from the store's online catalog radio button and provide any of the following product information. Select this option if the customer who is originating the return is known but you do not know information about the order that contains the product to return. This option is only available if a product is already included in the return and you want to add more products to the return. If the return does not currently contain any products, use the Search from an existing customer order option. Provide at least one of the following product information:
  - In the Product name field, type all or part of the product name for the product you want to add to the return; for example, "Women's sweater."
  - In the SKU field, type all or part of the SKU for the product you want to add to the return.
  - In the Short description field, type all or part of the short description for the product you want to add to the return; for example, "Women's red wool sweater."
Click Find. A list of products that match your search criteria is displayed.
From the list of products, perform one of the steps as follows:
- If the product you want to add to the return is in this list, type the return quantity in the Quantity field, and click OK. The product is added to the list of products that require a refund, on the Products page. Note: If the product to be added to the return is from the store's online catalog, the credit amount is not calculated by the system. You must manually enter the amount in the Credit Adjustment field on the Products page.
- If the product you want to add to the customer return is not in this list, or if the search results include too many products, click Cancel. Here, you can refine your search criteria.
From the Products page, click Update Total to include the cost before taxes or any other charges to the product. The new total is displayed next to the Total field.
To make other changes to this return, use the links on the left side to switch between each returns page. To save the added product and close the notebook, click OK.