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Dynamics 365 Community / Forums / Supply chain | Supply Chain Management, Commerce / Return "Customer ...
Supply chain | Supply Chain Management, Commerce
Suggested answer

Return "Customer order" in POS not possible

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Posted on by Michael_G.

Dear experts,

when we were testing customer orders (for click & collect scenario: order online, pickup in store), we noticed, that orders of the type "customer order" can not be returned in store.

So when the customer would come by to collect its item from the click & collect purchase, he then would not be able to return this product in the same store the item was collected. At least not with a referenced return to that click and collect order and our current settings...

Could anyone please explain to me, if this is due to wrong parameters or if this is designed my MS that way? If the latter is the case could you please elaborate why that is the case and if there is any way to change that in the standard?

I have found this link, which referes to editing partially fullfilled customer orders, which seems to be new in v14, but I am refering to fully invoiced customer orders..:

https://docs.microsoft.com/en-us/dynamics365/commerce/customer-orders-overview 

Thank you very much in advance for your answers.

  • Suggested answer
    hhainesms Profile Picture
    hhainesms on at
    RE: Return "Customer order" in POS not possible

    Returns against customer orders can currently only be performed using the Recall Order operation.  Please note the recall order operation was also recently redesigned.  docs.microsoft.com/.../enhancedorderrecall  While you can process customer order returns through the older version of this operation as well, we encourage our customers to check out this new improved design.

  • Suggested answer
    OriolMachin Profile Picture
    OriolMachin on at
    RE: Return "Customer order" in POS not possible

    Hello Michael,

    You should be able to return customer orders at the POS, but the process is different from a regular cash and carry transaction.

    You will have to use the "Recall order" Function on the POS, search for the order you want to return.

    Select the order and click the "Return order" button:

    pastedimage1605127849773v1.png

    Additional information on customer order returns:
    https://docs.microsoft.com/en-us/dynamics365/commerce/enhancedorderrecall

    https://docs.microsoft.com/en-us/dynamics365/commerce/orderexchanges

    Best Regards,

    Oriol Machin
    Support Engineer / Microsoft Dynamics 365 Commerce
    North America Customer Services and Support

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