Searching for Returns and Return Orders in Customer Service Center

Overview

You can search for existing returns and return orders in Customer Service Center. You can search for a return in situations when a customer calls for a status of a returned item. The Customer Service Representative might need to determine if the order has been closed, if the returned item was received in the fulfillment site, or whether it was recorded as received by the Fulfillment site associate. See Searching for returns in Customer Service Center for details.

Order Management supports compound searches that can include several terms and criteria. Search fields included in any search are used with "and" logic such that all terms included must be true for a result set. Wildcard searches can be made using the percent (%) symbol, which represents zero or more characters.

Searching for Returns in Customer Service Center

To search for an existing return when there is a customer inquiry, follow these steps:

1. Click Find Return in the main menu. This opens the Existing Return Search form. Along the top of the page are the search criteria fields, which filter the search results. Using more than one search criteria refines the search results.
2. Select the search criteria from one or more drop-down lists. Available search criteria include:
   • Site: A drop-down list to search for returns by the sites (such as warehouses) where inventory is allocated and fulfilled.
   • *Return No.: A list to search based on specific criterion types. When the criterion type is selected, you can enter search terms based on the selected criterion type. Wildcard searches can be made using the percent (%) symbol, which represents zero or more characters.
     Note: Some criteria types are preceded with an asterisk (*). For example, *Return No. These are single criteria searches and can't be combined with any other search criteria.
     The following options are available:
     • *Order No.
     • *Return No.
     • *Return Order No.
     • Customer No.
     • Item No.
     • Return Total
   • Quick Search: A list to search based on a return’s general state or workflow state. The following options are available:
     • None
     • Active
     • Alerted
     • Locked
     • Suspended
     • Closed
     • Void
     • WaitingCredit
     • WaitingApproval
     • WaitingReceiving
     • WaitingFiling
   • Date Range: A list to search by date or date range. For example, search for the past 4 or 12 hours, today, this week, this month, or this year.
     Note: When searching for returns or return orders, the Past 4 hours and Past 12 hours options enable an increased refinement when searching through a huge number of orders.
   • Flag: A list to search for returns that are flagged with a color or “CHK” (check) flag. These flags can be used to mark a return for future work.
3. Click Search. A list of returns meeting the search criteria appears. There is a limit to 250 results.
4. Click the ID of a return to open the Return details page.

Searching for Return Orders in Customer Service Center

To search for an existing return order when there is a customer inquiry, follow these steps:

1. In Order Management Customer Service Center, click Find Return Order in the main menu. .
2. From the Existing Order Search form, select the search criteria from one or more lists. Using more than one search criteria refines the search results including:
   • Catalog: A list to search for return orders based on item catalogs.
   • Site: A list to search for return orders by the sites (such as warehouses) where inventory is allocated and fulfilled.
   • Return Order No.: A list to search based on specific criterion types. When the criterion type is selected, you can enter search terms based on the selected criterion type. Wildcard searches can be made using the percent (%) symbol, which represents zero or more characters.
     Note: Some criteria types are preceded with an asterisk (*). For example, *Return Order No. These are single criteria searches and can't be further refined by additional search criteria.

     The following options are available:

     • *Credit Memo No.
     • *Invoice No.
     • *Order No.
     • *Return No.
     • *Return Order No.
     • *Shipping Order No.
     • Customer No.
     • Item No.
     • Item EAN
     • Item UPC
     • Name
     • Order Ref No.
     • Return Order Ref ID
     • Return Order Total
   • Quick Search: A list to search based on a return order’s general state or workflow state. The following options are available:
     • None
     • Active
     • Alerted
     • Locked
     • Suspended
     • Closed
     • NotVisible
     • Void
     • Waiting Credit
     • Waiting Approval
     • Waiting Receiving
     • Waiting Fulfillment
     • Waiting Filing
   • Date Range: A list to search by date or date range. For example, search for Today, This Week, This Month, or This Year.
   • Flag: A list to search for return orders that are flagged with a color or “CHK” (check) flag. These flags can be used to mark a return order for future work.
3. Click Search. A list of return orders meeting the search criteria appears.
4. Click the ID of a return order to open the Return Order details page. Clicking the Order opens the Order details page for the original associated sales order.