Difference between revisions of "Customer Returns"
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Customers can request returns from the ecommerce store front end, or you can request a return for the customer in the CRM application's Orders tab. Returns can only be created for orders in the system. If you need to give the customer a refund or credit for items which were not ordered in the system, you would need to create a credit memo in Financials directly. | Customers can request returns from the ecommerce store front end, or you can request a return for the customer in the CRM application's Orders tab. Returns can only be created for orders in the system. If you need to give the customer a refund or credit for items which were not ordered in the system, you would need to create a credit memo in Financials directly. | ||
| − | When creating a return in the CRM system, you can set whether the items are to be refunded or given a store credit. You can also control whether to refund or credit shipping charges and adjustments. | + | When creating a return in the CRM system, you can set whether the items are to be refunded or given a store credit. You can also control whether to refund or credit shipping charges and adjustments. The system will perform an automatic check to make sure that this plus past returns do not exceed the value of the original order. |
Once a return is created, a supervisor with special privileges in CRM would need to approve the return. The processing of returns is determined by the configuration of the CRM module: it can be set to receive the returned merchandise automatically or require a manual receiving step. Once the return is received, a credit memo is created automatically, and refund payments or debits to the customer's credit account are created. Refunds to credit cards are made automatically if the payment gateway is configured properly for the order's product store. | Once a return is created, a supervisor with special privileges in CRM would need to approve the return. The processing of returns is determined by the configuration of the CRM module: it can be set to receive the returned merchandise automatically or require a manual receiving step. Once the return is received, a credit memo is created automatically, and refund payments or debits to the customer's credit account are created. Refunds to credit cards are made automatically if the payment gateway is configured properly for the order's product store. | ||
Revision as of 20:19, 14 September 2007
Customers can request returns from the ecommerce store front end, or you can request a return for the customer in the CRM application's Orders tab. Returns can only be created for orders in the system. If you need to give the customer a refund or credit for items which were not ordered in the system, you would need to create a credit memo in Financials directly.
When creating a return in the CRM system, you can set whether the items are to be refunded or given a store credit. You can also control whether to refund or credit shipping charges and adjustments. The system will perform an automatic check to make sure that this plus past returns do not exceed the value of the original order.
Once a return is created, a supervisor with special privileges in CRM would need to approve the return. The processing of returns is determined by the configuration of the CRM module: it can be set to receive the returned merchandise automatically or require a manual receiving step. Once the return is received, a credit memo is created automatically, and refund payments or debits to the customer's credit account are created. Refunds to credit cards are made automatically if the payment gateway is configured properly for the order's product store.
