There are two ways to process returns in B2B.
Module Return Orders. This involves a complete returns process that communicates with the ERP. Note that this module can only be used with certain ERP links. Do you have App4sales? Then this is unfortunately not yet possible.
Return order form. This is a standard form that the customer fills in on the customer account.
Both options do not work well together. We recommend making a choice in this. The roadmap below discusses the Return orders module. If you want more information about Return order form, read on here.
Step 1. First of all, the Return Orders module must be enabled. Is this module not available? Then, please contact the Support Department at [email protected].
Step 2. In the CMS, go to Settings and then Return Orders. Fill in the following fields:
Skip customer shipping code check - do you want the shipping method checked? Check this box.
Allow creating returnorders for - there is a choice to allow return orders for customers and sales agents, only customers or only sales agents.
Return order customer segment - fill in here, to which customer segment the customer must be linked, to be allowed to create return orders. If not filled, all customers can create return orders.
Number of days allowed for return orders - how old may the invoices be, whose products are being returned?
Return order extended number of days- how many days may the return period be extended?
Retour order pickup allowed - check this option, if return order pickup is allowed.
Step 3. Click on the My Account Pages tab and make sure "my return orders (customers)" is checked.
Step 4. After setting the conditions for returns, it is important to activate and fill in the templates. Go to the Templates module and search for "retour."
Step 5. Make sure the "return order rejected/approved", "return order submitted" and "return order confirmation" templates are filled in as required. Don't forget to save the templates and put them online.
Step 6. In the CMS, go to the Return Reasons module.
In this module you create the return reasons, which customers can select when creating a return order. Click "add" and fill in the following fields:
Code - this code must match the code or description of the return reason in the back office.
Segment - which clients should be able to select this reason?
Additional fields form - This creates a link to an additional field. The field in question can be set through the Custom Forms module. See step 7.
Titel - description of the return reason.
Online - Check this to put the return reason online.
Don't forget to click on "Store."
Step 7. Go to the Custom forms module and fill in the form fields as desired. Don't forget to click on "Store."
Step 8. The customer can register a return order in his or her environment. To do this, the customer goes to "my account" and "my merchandise returns". Via "product add or remove" the customer can manage his or her returns.
Step 9. Now, the administrator can review the return. To do this, go to Return Orders in the CMS.
Step 10. A list of return orders that have been submitted, rejected or approved appears. Click on the order number.
Step 11. The administrator has the option to approve or disapprove the return order.
Step 12. Click "next" and then "store." If the return request is approved, there is the option to generate a return label.