HCL Commerce Version 9.1.12.0 or later

Initiating and verifying returns

A Customer service representative (CSR) can initiate a return for order items with justification and also verify if the returned items have been received. A CSR can initiate full and partial returns. In case of a full return, the application prompts to cancel the order. This feature can be used for any order only once.

HCL Commerce Version 9.1.13.0 or laterNote: The Initiate return feature is enabled for non-headless stores from HCL Commerce version 9.1.13.0 onwards.

Procedure

Initiating returns
  1. Open the CSR tool.
  2. Choose the relevant B2B or B2C store.
  3. In the order management section, click the Order Search button.
  4. Enter the relevant details and click the Search button.
    A list of orders matching the search criteria appears.
  5. Click the order for which you wish to initiate a return.
  6. Click the Initiate Return button on the left-hand side of the order details page.
    Note: The Initiate Return button is only displayed for orders in closed status.
  7. Select the item/items and the corresponding quantities that you want to return.
  8. Click the Select items for Return button on the right-hand side of the screen.
  9. Click the + Add Justification option given on right-hand side of the Order items to be returned section.
    The Return Justification window appears.
  10. Select the relevant justification check-box and click the Confirm button.
    Note: If your reason is not listed in the return justification list, click the Other option and add your justification. To add additional justification list items, see Sample: Order Justification.
  11. Click the Return Items button on top-right side of the screen.
    The application displays a prompt to confirm the action.
  12. Click the Yes button.
    You are navigated back to the order details page.
Verifying Returns
  1. Go to the Past Returns section and click the relevant returned order id.
    The Return Verification page appears.
  2. Verify the quantity of the return order received or enter the actual received quantity in the input box.
  3. Click the Verify Selected Items button on right-hand side of the screen.
    The application displays a confirmation prompt.
  4. Click theYes button.
    A Verified Returns table appears on the bottom of the screen showing received the quantity and justification for the return.

Results

The order is successfully returned and verified.