Revision as of 14:36, 27 October 2021
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
| ID | Name | Level | x | | S4 | Source Returns | 2 | S4 |
| S401 | Process Return Inquiry | 3 | S401 |
Term(s)
| ID | Name | Clear | x | | I2O | Inquiry-to-Order | | I2O |
Workflow
Process Return Inquiry Source Returns 5240100 3 Reverse Logistics, Returns, In-store Return, Inquiry, Warranty, Supply Chain, Sales & Support