hitachi solutions ecommerce returns management

© Hitachi Solutions. 2015. All rights reserved.

Returns Management withHitachi Solutions Ecommerce


Contents

1. Feature Overview

2. Configure returns module

3. Configure return reason code

4. Place return order via web store

5. Place return order via Manager Panel

6. Processing return refund

7. Reconciliation of funds

2


Feature overview

• Merchandize Eligibility - Mark items that are returnable vs items that are non-returnable. Advertise in your online

catalog accordingly.

• Order Eligibility - Configure which orders are eligible for Returns. You can set up minimum or maximum amount, or

time based criteria for it.

• Return Warehouse - Configure Warehouse to which merchandize should be returned. Print the Warehouse Address in

Shipping Labels if needed.

• Online RMA - Ability to return the purchased merchandise via self service (My Account) portal on the Web Store.

Similarly, CSRs can also place a return order via the Manager Panel.

• Dynamics ERP Integration - Capability to receive the goods in the selected warehouse within Dynamics ERP.

Automated refund on credit card once merchandise is received by the warehouse.

• Return Policy - Configure your return policies for automated enforcement. Restocking Fee based on SKU or Return

Reason Code can be configured as a part of the return policy.


Configure Returns Module

The return management feature allows you to configure maximum/minimum order amount for return order eligibility. Return Warehouse, Return Shipping & Payment Method can also be automated using the various set ups in the Manager Panel.

Restocking FeeRestocking Fee can be based on SKU or Return Reason Code. In case of SKU based restocking fee, each SKU can be configured for a fixed fee per unit, fixed fee or a % of line total.

Return Automation


Configure Return Reason Codes

Control which return reasons are available for internal CSRs vs customers placing return order via the self-service portal. It is also possible to configure reason code validity by defining which reason code can be used for how many days from the sales order date.


The self-service My Account on the web store allows customers to place their return orders. Customers can submit a return only for an order that has been Shipped. Based on the configured return policy, the return button would be displayed for a limited number of days. The money is refunded to the customer’s account or credit card once the return order is processed.

Place return order via web store


The Manager Panel allows the CSR to submit a return for an order that has been shipped. When a CSR is placing a return order, the eligibility criteria is not applied, giving the CSR the flexibility to service customers who require special treatment. This enables merchants to provide personalized customer service.

Place return order via Manager Panel


• Return requests are submitted online via an automated checkpoint ensuring only valid returns get submitted.

• Returned merchandize is received in the specified warehouse. The process of receiving & inspecting the merchandize is based on the Back Office Dynamics ERP. Different ERPs provide a slightly different process for receiving returns.

• When return invoice with negative amount (credit note) is generated the amounts can be adjusted (if required) manually. This return invoice is integrated back to the Manager Panel to indicate how much money should be refunded to the customer.

Processing Return RequestsOnline Return Submission & Customer Ships the Items to the Warehouse

Warehouse Receives the Items via their Back Office ERP & Invoices the Return Order.

Return Order Invoice (Credit Note) is integrated back to Manager Panel

Batch Process generates refunds on Credit Card Accounts via Payment Gateway

Refunds are integrated back to Back Office ERP against Return Invoice


Dynamics GP Return Workflow

Other Dynamics ERPhave a very similarworkflow with minordifferences.


Return Order Filing

Customer Notifications

Whenever a Return Order is filed a customer notification is sent to the customer informing about the items filed for return.

Refund ProcessedWhenever credit card refunds are processed, Manager Panel sends a notification to the Customer.

Email TemplatesAll email notifications can be controlled via customizable Email Templates for branding purposes.


Manager Panel provides refund report that can be used to do bank reconciliation for the credit card account.

Reconciling Refunds


Thank You.

hitachi solutions ecommerce returns management

Software