Order Management Returns Workflow Template | OpsDog
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Customer calls Customer Service (CS) with questions about credit Returns paperwork come to QC Department for evaluation from the Warehouse QC works with the Warehouse to make sure the customer is credited at value package level (as opposed to component level) Returns QC operators match customer claim titles and quantities with Warehouse receipt and enters invoice number Support Services make sure the paperwork matches the credit memo CS Rep goes to System Z to get a copy of the credit memo Credit memo mailed or e-mailed to customer Goods are inducted and either returned to customer, destroyed or reshelved Customer ships returned goods and paperwork back to Warehouse Return credit is applied to customer’s account and balance is taken down Refer to Quality Control (QC)? No No Credit Issued If components were scanned separately at Warehouse, issue manual debit and re- credit the value pack at the correct price Customer Service Representative Order Processing Representative Requisition BPMN 2.0 LEGEND End Event Start Event Task Gateway Intermediate Event Expanded Sub- Process Pool Group Sequence Flow Message Flow CS representative finds the return using the charge back number or credit memo number and determines why customer didn’t receive credit Returns within the policy? Items Returned out of Policy Items Returned out of Policy Determine if all components of value package were returned Yes Yes CS Rep asks for a copy of Proof of Delivery (POD) Shortage on Return Shortage on Return CS Rep notifies customer that credit is denied When the problem is identified, CS Rep makes sure all the customer information is correct and issues a quick claim using the supporting documents No No Cancel CS Reps looks in System X to see if the information from the customer has been scanned (charge back info) Scanned? Print the charge back info and check System Z to see if warehouse made any mistakes Yes Yes Credit Issued? Yes Yes Ask customer to fax the charge back info No No Credit Denied No No Yes Yes Terminate The OpsDog Supply Chain Hierarchy www.OpsDog.com | [email protected] | Phone: 201.526.1200 | www.TheLabConsulting.com The processing of returns from customers. Includes quality checking, approval or denial of credit for the returned item, reshelving (if necessary), charge back information processing and any related paperwork. COPYRIGHT © OPSDOG, INC., 2014 | ALL RIGHTS RESERVED This content may not be copied, distributed, republished, uploaded, posted or transmitted in any way without the prior written consent of OpsDog, Inc. Returns: Workflow Workflow Description Legend Distribution Production Procurement Materials Management WORKFLOW ORDER MANAGEMENT Returns Master Data Management Order Management Case Management and Settlement Processing eCommerce Inventory Management Invoicing Order Claims Order Collection & Entry Order Production & Packaging Returns Returns Requisition Group Start Event Intermediate Event Gateway End Event Message Flow Task Expanded Sub-Process Sequence Flow Pool + Order Management: Returns Workflow [BPMN 2.0] pm.SCO3.ReturnsBPMN.140602 Login to OpsDog to purchase the full workflow template (available in PDF, Visio, PPT) New users get $20 off their first purchase (registration is FREE!)
Transcript of Order Management Returns Workflow Template | OpsDog
Customer callsCustomer Service
(CS) with questionsabout credit
Returns paperworkcome to QC
Department forevaluation from the
Warehouse
QC works with theWarehouse to makesure the customer is
credited at valuepackage level (as
opposed tocomponent level)
Returns QCoperators match
customer claim titlesand quantities withWarehouse receiptand enters invoice
number
Support Servicesmake sure the
paperwork matchesthe credit memo
CS Rep goes toSystem Z to get acopy of the credit
memo
Credit memo mailedor e-mailed to
customer
Goods areinducted and either
returned tocustomer, destroyed
or reshelved
Customer shipsreturned goods andpaperwork back to
Warehouse
Return credit isapplied to
customer’s account and balance is
taken down
Refer to QualityControl (QC)?
NoNo
Credit Issued
If components werescanned separately at
Warehouse, issuemanual debit and re-credit the value packat the correct price
Customer Service Representative
Order Processing Representative
RequisitionBP M N 2 . 0 L E G E N D
End EventStart Event
TaskGateway
IntermediateEvent
Expanded Sub-Process
Poo
l
Group
Sequence Flow Message Flow
CS representative findsthe return using the
charge back number orcredit memo number anddetermines why customer
didn’t receive credit Returns within thepolicy?
Items Returned outof Policy
Items Returned outof Policy
Determine if allcomponents of
value package werereturned
YesYes
CS Rep asks for acopy of Proof ofDelivery (POD)
Shortage on ReturnShortage on Return
CS Rep notifiescustomer that credit
is denied
When the problem isidentified, CS Repmakes sure all the
customer informationis correct and issues aquick claim using the
supporting documents
NoNo
Cancel
CS Reps looks inSystem X to see if theinformation from thecustomer has been
scanned (charge backinfo) Scanned?
Print the chargeback info and checkSystem Z to see ifwarehouse made
any mistakes
YesYes
Credit Issued?
YesYes
Ask customer to faxthe charge back info
NoNo
Credit Denied
NoNo
YesYes
Terminate
The OpsDog Supply Chain Hierarchy
www.OpsDog.com | [email protected] | Phone: 201.526.1200 | www.TheLabConsulting.com
The processing of returns from customers. Includes quality checking, approval or denial of credit for the returned item, reshelving (if necessary), charge back information processing and any related paperwork.
COPYRIGHT © OPSDOG, INC., 2014 | ALL RIGHTS RESERVED
This content may not be copied, distributed, republished, uploaded, posted or transmittedin any way without the prior written consent of OpsDog, Inc.
Returns: Workflow
Workflow Description
Legend
DistributionProductionProcurement MaterialsManagement
WOR
KFLOW
ORDER MANAGEMENT
Returns
Master DataManagement
OrderManagement
Case Management and Settlement Processing
eCommerce
Inventory Management
Invoicing
Order Claims
Order Collection & Entry
Order Production & Packaging
Returns
Returns
Requisition
GroupStartEvent
IntermediateEvent
GatewayEndEvent
MessageFlow
Task ExpandedSub-Process
SequenceFlow
Pool
+
Order Management: Returns Workflow [BPMN 2.0]
pm.SCO3.ReturnsBPMN.140602
Login to OpsDog to purchase the full workflow template
(available in PDF, Visio, PPT)
New users get $20 off their first purchase (registration is FREE!)
