Dynamics Community Forum Thread Details

Design thinking around "customer compensations" between commerce channels

Hi!

I would like some input on /customer compensation/ in Commerce. Let's take the following scenario:

1. Customer buys a hat and a tie from E-commerce.

2. When unpacking the goods at home the customer discovers a minor issue with the product.

3. The customer calls call center to make a complaint.

4. Call center and customer agrees that customer keeps the goods but gets compensation for the issue.

Now, the order is at this point invoiced. What is your thinking around step 4 here? How is the D365 designed to support this step?

Here are some paths I'm exploring:

1. Add a new line with a service item to the order, with negative quantity/amount. Refund customer using call center Complete/payment functionality.

2. Add charge to line or header with negative amount. Add a service item with 0 price to be able to invoice. Refund customer using call center Complete/payment functionality.

Both of the above scenarios works well isolated, but what happens if the customer goes to a brick and mortar store and wants to return? The negative amount/refund must be considered at the point of sales, is it?

Thanks for any input.

Br Andreas

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