Once a return has been requested, a decision must be made whether to allow (authorize) the request. The authorization process includes an option to escalate the request in order for someone else to make the authorization decision.
To search for and select a return request:
The Search Returns page displays.
If you belong to an end customer, Poetic automatically searches for and displays the list of requested returns for your company. In the Search Criteria, the Company name is set to your company and cannot be changed. You can use the remaining search criteria to narrow the list of returns.
Otherwise, to display a list of requested or escalated returns, specify search criteria, then click the Search button. See Conducting searches for more information about searches.
The Authorize Return page displays
| Authorization action | From the Authorization action dropdown, select the action to perform on the return.
To authorize the return, select Authorized. To reject the return, select Not Authorized. To escalate the return, select Escalate. |
| Credit only | To only allow the customer to receive credit for the return, check the Credit only check box. |
| Auto-receive | Displays only if Poetic is configured to allow returns to be received automatically. If the return is authorized, then to automatically receive the return, check the Auto-receive check box. When you complete the authorization, the return is automatically assigned a status of Received. |
| Notification template | If there are multiple versions of the return notification, then from the Notification template dropdown, select the version you want to send. |
| Sold-to contact | To send the notification to the order contact for the sold-to company, check the Sold-to contact check box. |
| Dealer contact | To send the notification to the order contact for the dealer company, check the Dealer contact check box. |
| End customer contact | To send the notification to the order contact for the end customer company, check the End customer contact check box. |
| Other email addresses | To send the notification to other email addresses, check the Other email addresses check box. By default, the field contains the contact email addresses specified for the original return request. You can also type additional email addresses. Use commas to separate multiple addresses. |
If the return is for credit only, the Authorize Return Confirmation page displays.
Otherwise, the Authorize Return Entitlement Selection page displays.
For each product, the Authorize Return Entitlement Selection page lists the entitlements created for the product and the quantities to return for each entitlement.
For bundled products, the product list includes both the bundle product and the child product.
The returned quantities must be equal to the order quantities multiplied by any applicable multipliers.
If the entitlement quantity matches the returned quantity, then the product is collapsed.
If Poetic cannot find enough entitlements to account for the returned quantity, for example if the original entitlement was split, then that line is expanded to display the entitlements and displays in red.
Poetic allows you to add the necessary entitlements and specify the quantity to return for those entitlements. As you add entitlements and change quantities, to refresh the page based on the current information to determine whether the entitlements are correct, click Refresh.
To add an entitlement for a product:
To add 10 blank lines, click Add 10 Lines.
The search is restricted to entitlements that:
The Available Qty field is filled in automatically when you select the entitlement.
Depending on the application configuration, quantities may not include activated entitlements.
To validate the new entitlements, click Validate Entitlements. If the quantity for a product is complete, the line collapses to just display the product.
If there are issues with the entitlements, a message displays above the line.
The Authorize Return Confirmation page displays.
The Authorize Return Complete page displays.
Depending on the application configuration and your security privileges, and if the return was not received automatically, the Authorize Return Complete page may include a Receive Return button to allow you to immediately receive an authorized return. See Receiving a return.