Introduction
The returns management process in PVX only handles items returned from customers who have received them as part of a sales order. (Items that are to be returned to suppliers are handled by the Removals process.)
Paid Feature: Returns is a chargeable feature. You need to raise a ticket with the PVX helpdesk to have this option enabled on your account.
Returns are handled either by item or by sales order. They are given a unique number in PVX and their location is recorded, so they can then be handled by your Returns or Stock Control team. They need to be handled differently depending on whether or not they can be reused (resold). Therefore, each return should be assigned a reason and a state. You can then run reports to better understand which items are being returned and why; this is important as each return represents a reduction in sales figures, as well as increased handling costs to your business.
Setting up return reasons
The return reason assigned to a returned item is usually the reason that the customer provides for the return. Examples are ‘does not fit’ or ‘product not wanted’. Return reasons include a barcode field, so users can scan the appropriate barcode from a pre-printed sheet to speed up the handling process further.
The following return reasons are provided with PVX:
Incorrect product ordered
Incorrect size ordered
Product no longer needed
Product does not match description on website
Product did not meet customer's expectations
Company shipped wrong product or size
Purchased during holiday season
Damaged item
Other reason
You can add further reasons as follows:
Go to the Return Reasons tab in the Setup module of the PVX web app.
Click Add new.
Enter a barcode and a clear description of the new reason.
Click Save. The new return reason is displayed in the tab and will be available for selecting in the mobile app when processing returns.
Use the software that you use for printing your item and location labels to print out the barcodes for your return reasons so that they can quickly be selected by scanning the barcode from a sheet.
You can edit an existing return reason by clicking the reason in the tab, then clicking View and Edit. You can also delete a reason by clicking Delete in the tab.
Setting up return states
The return state assigned to a returned item indicates if the item can be resold, in which case it can be returned to inventory, or not, in which case it must not be returned to inventory. These are known as reusable and non-reusable return states. For example, ‘Good’ would be a reusable return state and ‘Item stained’ would be a non-reusable return state.
Return states include a barcode field, so users can scan the appropriate barcode from a pre-printed sheet to speed up the handling process further.
There are some return states provided with PVX such as 'Damaged/faulty' and 'Broken by client'. You can add further states as follows:
Go to the Returns States tab in the Setup module of the PVX web app.
Click Add new.
Enter a barcode and a clear description of the new state.
Tick the box if items assigned with this return state are reusable.
Click Save. The new return state is displayed in the tab and will be available for selecting in the mobile app when processing returns.
Use the software that you use for printing your item and location labels to print out the barcodes for your return states so that they can quickly be selected by scanning the barcode from a sheet.
You can edit an existing return state by clicking the reason in the tab, then clicking View and Edit. You can also delete a state by clicking Delete in the tab.
If a return state is marked as reusable then the returned item can be placed into a Pick, Despatch or Bulk location. If a return state is not marked as reusable, then the returned item must be placed into a Quarantine location. PVX will verify that these rules are followed when the intended location for the returned item is scanned.