Return Management

April 01, 2015

Contents

1 Objective
2 Return Management Configuration
3 Return Management – Seller Workflow

Objective

Allow Sellers to receive returned order items to their warehouse.

Returns happen frequently across all ventures. If returned products are not used or don’t match the customer’s expectations, they can be reused for a different order.

Seller Center supports multiple ways to return products:

First, an item can be requested for return from the Shop’s warehouse to the Seller.
Second, a customer is able to send goods directly to Seller’s warehouse and mark the items as “Returned”

The feature provides the following functionalities:

As a Seller, I can see and return items from the warehouse that have been returned by a customer.
As a Seller, I can dispose and utilize items (invisible in Seller Center).
As a Seller, I can return my items from the warehouse.
As an admin, I can activate and deactivate the following feature.
As an admin, I can decide from which day Sellers can see returned items.

Additional functionalities:

Provide a multi-step return management process for Sellers that accept returned items directly to their warehouses.
Allow Sellers to prepare the process of receiving returns and check whether each item is still in good condition.

In case a product is returned, allow the possibility to reimburse the customer.

Critical Knowledge Prerequisites for return management:

OMS implementation is required. Please read here for documentation.
Earliest return date available: 10.03.2015.
- Previous returns will be not visible and are not configurable.
- The earliest date to return is based on the order date of the order.

Return Management Configuration

#	Description	Image
1	Go to Administration > Settings
2	Scroll down to order management section for “Manage Returns” Configure options: “Seller can return items from the Warehouse“ “Seller can receive returned items from customer“ “Seller can directly mark items as returned” Critical KnowledgeThis feature for returns, does not work in combination with the Crossdocking Manifest. If the Manifest feature is enabled, the menu entry for “Manage Returns will not be visible to the user. Configure: “Seller can return items from warehouse since” The date filter removes older orders from the Seller Overview. Configure: “Days for automatic approval of received items for returns” Set the amount of days until returned order items will be moved to “Approved” after the Seller has received them from the customer. This also includes a potential status update from the warehouse system after the shipment provider has confirms that the returned items have been delivered at the Sellers warehouse. Item has to be in status “Waiting for approval” in order to be automatically moved after the configured amount of time. Days for calculation excludes configured weekend days. Example: When an order item is received by seller e.g. fridays, the weekend days for saturday and sunday are not used for the calculation. This means monday will be the first day after friday, so order items will move after wednesday towards the “approval” status.
3	Return Management page is accessible under the order processing section.
3	There is the possibility to configure the Return Management feature on global and Seller-level. To do so, go to Administration > Manage Seller
4	Edit the intended Seller.
5	Return management can be enabled or disabled per Seller.

Return Management – Seller Workflow

Request Return from Warehouse

#	Description	Image
1	Go to Return Management page.
2	Click “Dispose” to dispose items Confirmation screen opens to confirm that the product will not be used anymore. Items will be invisible in Seller Center. The order still exists in the order management overview as “Returned”
3	Click “Return” to return an item from the warehouse. When creating a “Return from Warehouse” request, the Seller is able to fill out the form. The form is the same request as for a Return Consignment order.

Return Request – Backend Requirements

In order to use this feature, some development is needed on the Order Management System-side of the Venture. API documentation can be found here.

Products Received Directly from Customer

Step	Description	Image
1	Go to Administration > Settings Choose the correct return workflow.
2	Seller can access their returns under Orders > Manage Returns
3	Order items with open statuses will be received from OMS according to the return request. Seller can confirm that an order has arrived by clicking on the “Received” link. The information that items have been received at a Seller’s warehouse can also be sent from the Ventures’ warehouse system.
5	Once the order is received, it will be moved to “Pending Approval”
6	Seller decides to approve or reject the item. The Seller has x days (excluding weekend days) to confirm the returned items. If the Seller doesn’t perform any action, the approval of the returned items is set automatically. This means that the order items automatically reach “Returned” status. It is also possible for the Venture’s warehouse to send receipt information to the Seller’s warehouse that the items have been delivered. After the configured amount of days, with no action from the Seller, these items are also automatically set to “Returned”. The amount of days is configurable on global and Seller-level with a default value of three days.
7	If approved, OMS will be updated and the order status will be changed to “Returned”
8	If rejected, a reason has to be chosen.