STANDARD OPERATING PROCEDURES

TITLE ISSUE NUMBER

Sales Return

WRITTEN BY EFFECTIVE DATE

Acquisory Consulting LLP
APPROVED BY: SUPERSEDES

AMENDMENTS TO PREVIOUS VERSIONS

Page No. Context Revision Date

PURPOSE
The purpose of this document is to explain standard operating procedures for processing returns from customers.

INPUT FROM OUTPUT TO

Concerned channel Sales Dept. HODs Accounts and Finance Team
Customer Service

PROCESS MAP

Information on Create sale

Process ‘Receipt Raise credit
sales return order in SAP Receipt of goods
Start Note’ in Emperica note in SAP End
(Claims) from for goods at Warehouse
system system
customer return

No
Is it a quality
claim?

Inform Quality
Manager on quality Quality checking of
issue goods
Yes

PROCESS ROLE DEPARTMENT

Quality Manager Quality
Customer Service Manager Customer Service
Credit Controller Accounts & Finance
Warehouse Manager Warehouse

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 STANDARD OPERATING PROCEDURES

Sales Return for B2B

Roles and responsibilities

Activity Department Responsibility TAT

Information from customer Customer Service Manager As and when

Create return sale order in SAP Customer Service Manager As and when

Inform Warehouse on return Customer Service Manager As and when

Receive goods at Warehouse Warehouse - As and when

Process receipt note in Emperica Warehouse Manager As and when

Raise credit note to customer - Automatic

Sales return are done in below cases:

▪ Customer complaints
▪ Quality issue observed at Warehouse / Stores

Overview:

Faulty goods
i. The customer informs Customer Service team on the issue with quality.
ii. Based on the quantity of defective goods, the Customer Service Team requests the customer to raise debit note
and submit.

Incorrect goods / delivery

i. The Customer Service discusses the issue with customer and requests to return the goods at Warehouse.
ii. Once the goods are received at Warehouse, the GRN is done in Emperica against return sales order.
iii. The customer will credit for incorrect goods and replace with ordered.
iv. For new / revised order, an invoice is sent to customer.
Web returns
i. The goods are received at Warehouse without any prior notification.
ii. For own website, the credits are given to end consumers.
iii. For dot com customers, the credits are given to B2B customer and not end consumer.

1. Intimation of goods return

The customer over email informs the Customer Service on the issue with goods and claim returns.

2. Receipt of goods at Warehouse

The goods are received at Warehouse and the same is informed to Customer Service and Technical Team for further
processing.
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3. Process receipt note in Emperica

The Warehouse Manager processes receipt note in Emperica upon receipt of goods at Warehouse.

4. Quality checking

i. Upon receipt of goods at Warehouse, the quality checking is done by Quality HOD to investigate the issue.
ii. Upon confirmation, the same is informed to Customer Service / Sales to carry out the return sale order creation.

5. Create return sale order

Return sale order is created by Customer Service.

6. Raise credit note to customer

i. Upon processing, the credit note is automatically generated in SAP.

ii. The same is sent to customer over email / by post.

iii. Payment processing is done against credit note. The detailed process is given in ‘Accounts and Finance’ SOP.

Sales Return for Dot com customers

Roles and responsibilities

Activity Department Responsibility TAT

Information from customer / warehouse Customer Service / Manager As and when

Warehouse

Warehouse confirms receipt of goods to Warehouse Manager On receipt of

Customer Service with full details of return goods

Create return sale order in SAP Customer Service Manager Within 48 HRS

Inform Warehouse on return Customer Service Manager Immediately

Process receipt note in Emperica Warehouse Manager Within 48 HRS

Raise paperwork to Accounts Team to give Customer Service Manager Immediately

end consumer the refund upon
confirmation
from
warehouse on
status of goods

1. Information from customer / warehouse

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The information on goods return is received from customer / Warehouse to Customer Service.

2. Receipt of goods at Warehouse

The goods are received at Warehouse and the same is informed to Customer Service and Technical Team for further
processing.

3. Create return sale order

Return sale order is created by Customer Service.

4. Process receipt note in Emperica

The Warehouse Manager processes receipt note in Emperica upon receipt of goods at Warehouse.

5. Raise paperwork to Accounts and Finance

The necessary paperwork is provided to Accounts & Finance team to give the end consumer the refund.

6. Raise credit note to customer

The credit note is generated by Credit controller in SAP.

Payment processing is done against credit note. The detailed process is given in ‘Accounts and Finance’ SOP.

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