Post Sale – Booking order items for Return or Exchange



Overview

Sometimes when a customer wishes to return an item for a refund, or exchange it for a different product (or replacement), it is necessary to log the contact point and book the order item for Return/Exchange. Booking for Return/Exchange means you are only marking the order as Awaiting Product Return from the customer, when the product actually arrives you can open the Return booking screen and log the actual return of the product to stock (or scrap the product), log the refund action and in case of Exchange automatically raise a new order on the system for the replacement item.

You can only Return/Exchange booking on processed orders. If you need to change the product on an open order simply edit the order, remove the item from it and add new one.

To book the order item for Return/Exchange:

  • Go to Order Book > Processed Orders;
  • Find the order you wish to book for return/exchange;
  • Right click on the order > Post Sale > Book for Return;

  • Fill in the Return Booking form by adding comments to the list;
  • Select the item the customer wishes to return. Note that if you don’t have any items appearing in the list it is most likely to because the item you send out with the order has already been returned to stock. Review the returns for the order by clicking on the View button to show Order Details screen;

  • Save & Exit
Important notes: Booking does not actually return the item to stock at the point of booking. It is just a marker to identify the order as Awaiting Return from the customer. You cannot Create Product Return without saving the order booking. You need to add each order item individually into the Return booking list. Once order is booked for return/exchange the indicator of how many orders are waiting for return/exchange will appear in the Open Order screen under "Group Selection" Panel.

To view the list of booked orders for return/exchange click on expand_group_selection_screen.png on the left hand side of Open Orders screen to bring up the list of all bookings. You can then review and modify the booking data by double clicking on the line in the list to bring up the Order Return or Order Exchange booking screen.

  • Once the booked item of an order is received and in acceptable condition you can actually return the item to stock and in case of exchange raise the new order. The system will do it for you automatically. All you need to do is to Click Create Product Return or Create Product Exchange.
  • The Return or Exchange for will be repopulated from the data specified in the booking. Verify it’s all correct and click Save.
  • Note that you can delete the booking information from the system without any consequences to order status or stock levels. All booking history will be kept in the Order Audit trails and the exact details of the booking will also be recorded in the audit trail.