Returns Guidelines

Customer indicates they would like to make a return.
Locate and pull up order in JDE.
From header attachment, access PDF of invoice and move to Right Screen.
Determine what item or items need to be returned and the quantity.
Check that a replacement or credit isn’t already in the system.
Some items may be ineligible for return or require special handling.
Ask reason why customer wants to return item(s) & ask appropriate follow up questions.
If not already established, ask if customer wants a credit or a replacement
Explain Return Shipping/RMA Number.
Key Replacement/Credit with Return.
Provide reasonable expectation of when credit will be received or when to expect replacement.

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