The way you process a return in SuiteCommerce InStore (SCIS) depends on whether or not you have a receipt or a record of the original sales transaction. A validated return means that the customer presents a receipt as proof of purchase, or you have a record of the original sales transaction in SCIS. An unvalidated return means the customer does not have a receipt. To return a serial or lot numbered item, you must use the validated return process.
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When processing a validated return, the first step is to locate the receipt. You need a record of the original transaction when the customer purchased the item. Customers can return one or more items from an order.
You can find the transaction in SCIS in one of the following ways:
Scan the receipt.
In the Search Bar, enter the transaction ID displayed on the receipt.
Type the customer name in the Search Bar, and then find the transaction in the Customer Profile time line.
Use the Transaction History list.
To process a validated return:
Find the original purchase transaction in SCIS.
Touch or click Return to add the item to the cart and initiate the return process.
The following screenshot shows the return transaction initiated from the Transaction History.
You can process a return for an order that contains one item, or an order with multiple items.
If there is one single item in the original order, the item is automatically added to the return transaction. Next, select the reason for return.
If there are multiple items in the original order, then you must specify which items the customer wants to return.
Choose a payment method to refund the customer. All payment methods available to use with returns are displayed in the list. You can use more than one payment method for the customer refund.
For more information on refunds, read Processing Refunds with SCIS.
To process an unvalidated return, you don’t need a receipt from the original purchase transaction. Customers can return one or more items from an order.
To process a return without a receipt:
Add the item to the order.
Touch or click the line Item action menu, and then select Return.
The order line shows a return is in progress. Select a reason for return.
Choose a payment method to refund the customer.
Returning Lot Numbered Items and Serialized Items
When returning a lot numbered item or serialized item, you must first find the existing purchase transaction, and then process a validated return. For more information, read Validated Returns.
Unvalidated returns are not supported for lot numbered and serialized items.