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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

See Cases - Amazon Marketplace Returns

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
        • See PayPal, Amazon, or Affirm for instructions on refunding in the portal
        • The customer is not refunded until the refund in issued in the payment 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 toMessage_ACCT.JPG
  • 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

      • Status_Update.JPG

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