#

Step in Process/Image

1

Overview

1. Use when we are processing a refund and items are being returned
   1. Generally speaking, we will require items back if:
      1. If the sell price of the item is $30 or more.
2. Customer must notify JPP’s customer service department within thirty (30) days of the invoice date
3. Look up the original order in Detail Sales to see what happened
   1. Determine if a replacement order is needed
      1. If Yes, enter a replacement order before entering the processing the credit memo (LINK TO REPLACEMENT ORDER JOB AID)
      2. If no, proceed with steps below
      3. If items are damaged, lost or defective
         1. If damaged/defective, kindly ask if the customer would be willing to email photos of the damage for our quality control efforts. If time-sensitive, do not wait for processing a replacement, the customer can email in photos afterwards.
         2. Once photos are received, upload them into S2K's document storage for that Credit Memo

2

 Navigate to "Order Entry"

Follow steps to enter a new order: 

On the header page: 

1. Change the Order Type to “Return Authorization”
   1. 
2. Change Order Source code as needed 
   1. 
3. Populate "Customer P.O. No" field with RA [Invoice"]
   1. Ex: RA 1234567
      1. If the order has not yet invoiced, use “RA WO Order Number”
   2. 
4. Choose accurate contact
   1. 
5. Fill in Reason/ Cause/ Person with appropriate codes
   1. 
6. Verify Terms and change as necessary.
   1. Use "3 Criteria" to determine if we need to change the terms to terms 23
      1. Click here to see 3 Criteria Job Aid
   2. Hit Enter or Click Accept to proceed.

3

 Body of Order

• Populate quantity, item number, UOM, price, and location fields
  1. Location and price must match the previous order / or the closest stocking location
  2. 
• Proceed to the summary page by clicking on "End RA"  
  • 

4

 Summary Page

1. If, applicable charge a restocking fee 
   1. See "Charging a Restocking Fee..." Job Aid for guidelines and instructions)
2. Add Notes 
   1. Special Instructions (Comments) – explain what happened. Comments visible to Cx and the warehouse
      1. 
      2. 
   2. Internal details as needed in Ext Notes, such as number of labels needed.
      1. 
      2. 
3. Email confirmation to the customer 
4. Print/Email the R/A (Order must be in A status) 
   1. Right click and click “Print R/A” 
      1. 
   2. Check “Email” and Blue Arrow forward
      1. 
   3. Enter to Email address as “RETURNS@JPPLUS.COM”
      1. 
   4. Notify the customer that they will receive the Return Label via email from UPS direct

      
      

When the product is returned

• The warehouse receives and inspects the return
• The warehouse puts items back into inventory (if resellable)
• The Returns Coordinator will bill the RA within 24 hours or its receipt
• TABLE OF CONTENTS
  • Overview
  • On the header page:
  •  Body of Order
  •  Summary Page
  • When the product is returned: