Actions

S401

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Latest revision as of 19:11, 12 July 2022

The activities associated with receiving, verifying and responding to an inquiry about the terms and conditions for product returns. This may include collecting case specific information, initial problem identification and offering options to the customer. An Inquiry may result in (trigger) the S402 process.

Process Return Inquiry is a Reverse Logistics process.

Use Cases

  • In a Call Center: Responding to customer calls regarding return processes
  • In Retail: Responding to inquiries at the returns counter
  • In Retail: Responding to customer questions and/or initial problem identification

Distribution Costs Order Management Cost Inquiry-to-Order

Hierarchy

IDNameLevelx
S4Source Returns2S4
S401Process Return Inquiry3S401

Metric(s)

IDNameLevelx
CO12Distribution Costs2CO12
CO121Order Management Cost3CO121

Term(s)

IDNameClearx
I2OInquiry-to-OrderI2O

Workflow

FromInput(s)
Process
Output(s)To
wf_processwf_arrow
D401Inquiry
A102Transfer
 S401
wf_arrowwf_process
Return Authorization RequestS402
ResponseD401
Process Return Inquiry Source Returns 5240100 3 Reverse Logistics, Returns, In-store Return, Inquiry, Warranty, Supply Chain, Sales & Support

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