How To: Provide a Return Reason

Return Reason option allows you to enter customer’s reason for the return of the product / products. The rush hours and customer queues typically prevent the cashiers to note down the return reason against each item. This in turn prevents the HO from understanding the return reasons properly (since they are not standardized) and do necessary planning to achieve lesser returns. These options help by presenting a standardized set of reasons (set by the HO) in front of the cashier so that he can just pick the appropriate one from the list. In addition to configuring a standardized set of return reasons, the HO may also choose to make selecting a return reason mandatory, when returning an item, as per operation policies. In such a case, the cashier, while returning an item, will be forced to select a reason from the designated set of reasons. This configuration saves a lot of time for the cashier and also helps the HO to have a standardized set of reasons coming in from all stores, making return analysis easier.

Configurations required in HO

A set of return reasons must be set (Retail Management > Setup > Reason Master)
Decide whether selecting a return reason is mandatory in Master Policy (if same for all stores) or Store Policy (if different for different stores)

Important

If return reason is made mandatory in the policy but no reason is defined in HO reason master, it creates a deadlock situation. In such a scenario, while returning an item, the cashier would be prompted to select a reason, but the list of reasons will be empty and no reason can be selected. This makes item returns impossible. This scenario happens when the following happens -

HO forgot to define the set of return reasons while making return reason mandatory in policy
HO has defined the set of reasons but the data is not yet synced while the return reason mandatory policy has already been synced to store

Correct the deadlock situation in the following ways -

Define the set of reasons in HO if not already defined
If reasons are defined but the data is not yet synced to store, wait for the next data sync to take place. Administrators can manually sync the data if needed.

Using Return Reason in POS

Start returning an item in adhoc or against bill.
Click on F7 - Return button.
Select the Return Reason option.
Select the appropriate reason from the list of reasons presented.
You may select a separate reason for each product returned.
If there are multiple products being returned for the same reason, you may click the link Apply This Reason For All Items. Click Yes in the confirmation window.

Viewing reason configuration sent by HO

You may view the set of return reasons configured by HO from Back Office > HO Control > Reason.

Whether return reason is set as mandatory can be seen from Admin > Policies > Master Policy.