The document discusses features and configuration of a returns management module for ecommerce. It allows merchants to configure return policies, eligible items and orders, return reasons, warehouses, and integrates with Dynamics ERP for automated refund processing. Merchants can offer online returns via customer accounts and returns via customer service representatives in the manager panel. Funds are refunded to customers after returned items are received and processed in the warehouse.

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Returns Management
with
Hitachi Solutions
Ecommerce

2. © Hitachi Solutions. 2015. All rights reserved.
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

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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.

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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 Fee
Restocking 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

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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.

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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

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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

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• 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 Requests
Online 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

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Dynamics GP Return Workflow
Other Dynamics ERP
have a very similar
workflow with minor
differences.

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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 Processed
Whenever credit card refunds are
processed, Manager Panel sends a
notification to the Customer.
Email Templates
All email notifications can be controlled
via customizable Email Templates for
branding purposes.

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

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Thank You.