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 | info@OpsDog.com | 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

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