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Order Cancellations and Returns Process

PostedMay 10, 2022
UpdatedMay 10, 2022

I the event a Customer wishes to cancel an order or return a new product for a refund, please use the following workflow to complete the process:

 

A Customer Calls, Emails, or Chats a cancel request on an order

  1. Locate the SO in NetSuite.
  2. Consult the “Status” of the order (ie Pending Approval, Pending Fulfillment, or Pending Billing)
  3. Consult the “Related Records” subtab to determine if an Item Fulfillment has been created
  4. Consult the “Shipping” subtab to determine if tracking has been created.
  5. If tracking exists, run tracking number in new browser tab to determine if the item is in transit.

For Sales Orders Pending Approval:

  1. Click Edit
  2. Check the Action Needed Box
  3. Add Memo: Cancel Request Sent, Order not Shipped
  4. Click Save
  5. Send Email:
    1. To – Accounting, Shipping, and Fulfillment
    2. Subject – Order Cancellation
    3. Body – Customer requested cancel prior to shipping
    4. Body – Paste link to the related Sales Order

Accounting, Fulfillment, and Shipping will each review the order to confirm that the item has not been processed and shipped.  Accounting will then perform the cancellation of the SO and refund from the website if applicable.

For Sales Orders Pending Fulfillment:

  1. Consult the “Shipping” subtab to determine if tracking has been created.
  2. If tracking exists, run tracking number in new browser tab to determine if the item is in transit.
  3. If the item is not showing in transit:
    1. Send Email:
      1. To – Accounting, Shipping, and Fulfillment
      2. Subject – Order Cancellation
      3. Body – Customer requested cancel, tracking in NS shows no movement
      4. Body – Paste link to the related Sales Order
  4. If the item is showing in transit:
    1. Consult with the Customer
    2. Determine the reason for return
    3. Inform the customer that they will receive a refund minus the cost of the return shipping, a 15% restocking fee, an $18 RTS fee, and the full amount of the original shipping cost (NOT the discounted online shipping price they paid at the time of purchase)
    4. Try to save to save the order, if the order cannot be saved:
      1. Access the SO
      2. Click “Authorize Return” button to create an RMA
      3. Status: Pending Receipt
      4. Sales Rep: Your Name
      5. Memo: Any details necessary for the RMA
      6. Location: GSI Returned Goods
      7. Location Action Item: Please describe what needs to be done with this item when it arrives
      8. You MUST add in the Reason for Return
      9. You MUST check the Customer has Benn contacted box
      10. You MUST check the Customer is aware of return costs box
      11. You MUST add in details on what action was done to save the order
      12. Click Save
    5. Send Email:
      1. To – Shipping
      2. Subject – Order Cancellation, please RTS
      3. Body – Customer requested cancel, order in transit
      4. Body – Insert RMA number from NS
      5. Body – Paste link to the related Sales Order

For return requests where the item is in possession of the customer (Please consult the Case Management Work Flow Process)

 

The below helps detail the additional fields needed for the RMA creation process:

  1. Consult with the Customer
  2. Determine the reason for return
  3. Inform the customer that they are responsible for shipping the item back to our facility.  Upon arrival and inspection of said item, they will receive a refund minus a 15% restocking fee, and the full amount of the original shipping cost (NOT the discounted online shipping price they paid at the time of purchase)  **Item must be new, unused and in original packaging
  4. Try to save to save the order, if the order cannot be saved:
    1. Access the SO
    2. Click “Authorize Return” button to create an RMA
    3. Status: Pending Receipt
    4. Sales Rep: Your Name
    5. Memo: Any details necessary for the RMA
    6. Location: GSI Returned Goods
    7. Location Action Item: Please describe what needs to be done with this item when it arrives
    8. You MUST add in the Reason for Return
    9. You MUST check the Customer has Benn contacted box
    10. You MUST check the Customer is aware of return costs box
    11. You MUST add in details on what action was done to save the order
    12. Click Save
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