Case - Need to Return - Internal Returns
*The following are instructions for issuing refunds for the return of Ekena product. This can be identified by the Vendor in the case, which will start with Ekena.
Return Cases: Need to Return an Item
List of Large Accounts and Marketplace Accounts and if refunds are issued in NetSuite and their respective portals.
Customer | NetSuite | Portal |
Amazon (Dropship, Fulfillment, Canada) | N | N |
Home Depot | N (CM is auto created with RA) | N |
Lowes | N (CM is auto created with RA) | N |
Walmart (DSV, In Store) | N | N |
Wayfair | N | N |
Houzz | N | N |
Overstock | N | N |
Marketplace: Amazon | ||
Marketplace: Walmart | N | N |
Marketplace: Houzz | Y | Y |
Marketplace: Etsy | Y | Y |
Marketplace: eBay | Y | Y |
Step 1: No Refund
For Customers with "N" in the table (no refund in NetSuite or portal):
- Open the Return Authorization (10-XXXX) provided in the Returns tab or Quick Note of the case
- Go to History > Receipts & Refunds > Item Receipt
- If there is an Item Receipt and all items are accounted for, close the case.
- Quick Note: [Date] - Customer will take credit on future payment - [Initials]
- Status: Closed
- The RA can be closed as well
- If there is not an Item Receipt, send the case to the division to create one
- Status: In Progress - Need Vendor Response
- Quick Note: [Date] - Please create Item Receipt - [Initials]
- When case is returned with an Item Receipt, close the case
For Customers with "Y" or any other Customer, go to step 2.
Step 2: Verify
- Open the Return Authorization (10-XXXX) provided in the Returns tab or Quick Note of the case
- Double check the tracking number
- If there is a tracking number on the RA:
- The customer purchased our return label, no need to verify the tracking
- If there is no tracking on the RA:
- The customer purchased their own label and tracking needs to be verified
- Search the tracking on the carrier's website and confirm the delivery city, state is for the correct location
- Note: Every RA should have Restocking Fee in the Discount Field
- Standard rate is 20%
- Customer Experience may lower or waive the fee
- 'Restocking Fee' should still be in the Discount field even if waived; rate would be 0
- The refund case will be automatically sent to Accounting when one of two things occurs:
- The division creates an Item Receipt
- Open the Item Receipt (08-XXXX)
- The number will either be in the Quick Note or can be located on the RA: History > Receipts & Refunds > Item Receipt
- Only refund the items that have been received
- The customer purchased our return label and the tracking shows delivered 3 business days ago
- Refund all items on the RA
- Note: Do not issue refunds for custom product.
- An RA is needed for all returns (including custom product) so the warehouse can generate an Item Receipt. However, any custom items on the RA are NOT to be refunded.
- CX will zero out the RA for custom products so a refund cannot be accidentally issued.
- Note: if the customer purchased our return label, they are due a refund of all returned items, regardless of damage as we are responsible for filing the freight claim for damage.
- If the customer purchased their own label and the items were returned damaged, they are atomically sent an email with instructions to file a freight claim and their case is not sent to Accounting. No refund is due.
Step 3: Refund
- From the Return Authorization, click the Refund button then Save
- This will create a Credit Memo (11-XXXX)
- For Terms Customers:
- The Credit Memo remains open for the customer to apply to a future invoice
- Do not create a Customer Refund
- When you email the customer about the refund, use the solution "ACCT - Open Credit"
- For Prepaid Customers:
- From the Credit Memo, click the Refund button then Save
- This will create a Customer Refund
- If the customer paid via credit card, you'll be taken to a confirmation page
- This will actually refund the customer's card
- If the customer paid via Amazon Pay, Affirm or PayPal, you will need to refund in that portal
- Paste in the PO number into the Memo text box
- For Marketplace Customers:
- If the customer has a "Y" in the NetSuite and Portal column in the table above, a refund needs to be issued in the customer's portal
- When the customer is CUST815600 Marketplace : Amazon.com, see Cases - Amazon Marketplace Returns for additional instructions
- From the Credit Memo, click the Refund button then Save
- Open the Finance Master Login excel and go to the customer's portal to issue the refund
- K: Drive > Finance > Logins > Finance Team Master Logins
Step 4: Email the Customer
An email does not need to be sent for any Large Account or Marketplace Customer.
- Edit the case
- Go to Insert Solution and type "ACCT"
- Select the appropriate template from the dropdown based on payment method
- The title of each template indicates what payment method the refund was issued to
- Fill in the missing fields of the template
- All information can be found in the Refund Method tab of the Customer Refund
- Use the Credit Memo (11-XXX) number as the refund reference number
- Uncheck "Internal Only" and check "Send Email To Customer"
Step 5: Update the Case
- If there is no Item Receipt
- After issuing the refund, still send the case to the division to create an Item Receipt
- Status: In Progress - Need Vendor Response
- Quick Note: [Date] - Please create Item Receipt - [Initials]
- When case is returned with an Item Receipt, close the case
- If there is already an Item Receipt
- Quick Note: [Date] - Refund Issued on 11-XXXX - [Initials]
- Status: Closed