Cancel or return a customer order in the call center

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Call center orders can be canceled or returned.

Cancel

You can cancel sales orders or sales lines partially or fully. When canceling a call center order in full, any prepayments that are already captured will be systematically refunded to the customer.

When performing a partial cancelation, if it results in an overpayment scenario, the user will be able to see the refund payment lines that are calculated by the application on the Sales Order Recap page.

To learn more about how to cancel a call center sales order, watch the video.

Return

If the call center order has already been invoiced and the customer no longer wants the products, a return order can be created, and the goods can be taken back into stock.

To learn more about call center return orders, watch the video.

Credit only returns

Another option in the return process is issuing a Credit only type of return where the goods are not coming back into inventory. This type of return can be used in case, for example, the goods have been damaged on the road, or the customer has never received them.

To create this type of return, users should apply a disposition code to the return order that has been configured to not require an inventory return.

Replacement orders

Sales associates can also use the return order functionality to create a Replacement order where another set of goods can be sent to the customer, with or without the requirement to return the original goods. When creating replacement orders, users can determine if the customer will pay for the replacement order up front or if the refund credits for the return order will be applied to pay for the replacement.

To learn more about how to create a replacement order, watch the video.