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Order management & CRM features

We've organised the capacities of our eCommerce software through a feature-focused format.

Returns management platform

Returns are an inevitable part of the Mail Order / eCommerce world. Our software takes the pain out of handling returns by providing the user with a simple interface ensuring they have all the information they could need at their fingertips.

Returns and Replacements are managed via the Activities Container. Once the user has determined the customer that they are dealing with, they simply select the Returns and Replacements tab on the Activities Container. This will present them with a list of previously invoiced orders, along with a history of other Returns, Refunds etc.

Activities Returns and Replacements

Once the user has determined the order being returned, they can launch the Returns and Replacements system by clicking on the Returns and Replacements icon in the toolbar. This will open up a new tab within the Activities Container.

The Returns and Replacements system lists all of the items on the order. As the user specified that an item has been returned, they will be asked for a return reason. Depending on the Return Reason, the system will intelligently determine what needs to be done.

For example, if the customer returns an item and simply wants a straight forward refund a reason code of "REFUND" would be selected and the system would create a refund for the value of the product on the original order. Should the customer wish to exchange the item with an alternative product, then the system will create a "Replacement Sales Order" and will automatically determine whether the customer needs to be charged or refunded depending on the difference in price between the original item and the replacement item.

Returns and Replacements

As the user completes the process, the system will automatically create the following transactions:

  • A refund transaction for the value of the items returned.
  • A Replacement Sales Order, where the customer wishes to replace the product either like for like, or with an alternative product.
  • A Stock Returned By Customer transaction.

Where a Replacement Sales Order has been created, the user will be landed in it and prompted to enter either a payment or refund in order to balance the Return. I.e. if a product is returned with a value of £10 and replaced with a product which has a value of £15 a £5 payment line will need to be created.

Returns and Replacements

The Stock Returned by Customer Transaction will allow the warehouse staff to determine what to do with the returned items. Normally, this is done en-masse at the end of a day / week / month etc basis. The warehouse team will be able to specify whether the item should be returned to stock, simply scrapped, or perhaps sent back to the supplier for a credit.

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