How to Exchange Work in Hybris - Steps to follow (Through HMC and OMM panel)

 

Steps to process Exchange of an order post delivered status through OMM and Hybris system.

 

1.      Initiate Exchange of the order from Web application -> Orders by clicking on ‘RETURN OR EXCHANGE’ button.

 

 

 

  

         Go to HMC, search with same order id in Orders search. Go to Consignment tab. Check if a new consignment is initiated with status as ‘Exchange initiated’.

3.      Login with the user using OMM URL. User should have ‘CourierRMA’ role.

4.      On OMM login, go to user name at right top corner of the screen. A list will appear. Select Courier RMA from list.

5.      Search the order and click on Courier button given against same.

Select Courier and Service to pick-up of product from client. Click on ‘Fetch AWB’ button.

s

g    Click on ‘Assign Courier’ button. User will be navigated back to RMA screen.

8.      Click on ‘Status’ button available against the order id.

jh

.      Update status as ‘Picked’ and click on ‘Update Status’ button.

Login with the user in OMM panel having Inward zone access role.

11.  A new pop up will appear with product details. Click on ‘Update’ button.

12.  Status of order will change to ‘Received’.

13.  Login with the user in OMM panel having Quality check role.

14.  From the right top corner list, select ‘Quality Check’ and search for the order id.

 

 

 

15.  Click on ‘Update’ button given against the order. A new popup will appear.

 

 

16Click on ‘Update’ button given at the bottom of popup. Order will go in ‘QC Pass’ status.

 

17.  Click on ‘View’ button to check details.

18.  Login with the user in OMM panel having Refund manager role.

19.  Search for the order id. It will have two button mentioned against it – Update and Convert To Return.

 

 

20. Click on ‘Update’ button to confirm approval for each item.

21.  In this new pop up, action dropdown is present for each item. We have to select Approve/Reject as per the condition of product returned by client. On basis of this, refund amount will be calculated. Click on ‘Confirm’ button present at the bottom of the popup.

 

22.  User will be navigated back to ‘Refund Manager’ page. ‘Process’ button will appear against the order.

 

 

23.  Click on ‘Process’ button, a pop up will appear with ‘Shipping Fee’ and ‘Total Refund Amount’.

24.  a. In case of all products are approved, validate the details and select ‘Refund Mode’ from dropdown and click on ‘Process’ button given at bottom of page.

b. In case the returned order is partial rejected, validate the details and select ‘Refund Mode’ and ‘RMA Rejection Reason’ from respected dropdown and click on ‘Process’ button given at bottom of page. (In screenshots we have partial rejection case.)

 

 

25.  Two entries will appear for the order id. One with status as ‘Exchange Issued’ for approved items and another with status as ‘Exchange Rejected’ for rejected items.

26.  Go to HMC, search for the order id from order search screen.

27.  There would be new consignments created as per exchange. In this case new consignments will be with status as ‘Exchange Issued’ and ‘Exchange rejected’.