Returns Management Business Introduction - Self-Study Course

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Returns Management Business Introduction - Self-Study Course

Oracle University
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Description

Oracle Retail Returns Management is a proactive, centralized, multi-channel solution that provides the ability to reduce overall return rates, prevent and catch return fraud, and improve customer service. We explore the following Oracle Retail Returns Management's benefits: Definition and enforcement of consistent policies about returns and other types of transactions that may result in a customer refund. The customer, cashier, or manager can be informed of the reason why a return received a particular response. This can be done through online messages or printed receipts. Patterns of customer return behavior can be studied to determine if a return merits return denial, or at least a prompt …

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Oracle Retail Returns Management is a proactive, centralized, multi-channel solution that provides the ability to reduce overall return rates, prevent and catch return fraud, and improve customer service. We explore the following Oracle Retail Returns Management's benefits: Definition and enforcement of consistent policies about returns and other types of transactions that may result in a customer refund. The customer, cashier, or manager can be informed of the reason why a return received a particular response. This can be done through online messages or printed receipts. Patterns of customer return behavior can be studied to determine if a return merits return denial, or at least a prompt for manager approval at the point-of-return. Online research of customer and cashier return activity. Customer service overrides for denied returns can be granted, if necessary.

Learn To:
  • Navigation
  • Exceptions
  • Return Process
  • Determining Return Policies
  • Returns Policies
  • Exceptions to Track

Audience
  • End Users
  • Functional Implementer
  • System Analysts
  • Business Analysts
  • Project Manager
  • Sales Consultants

Course Topics Introduction
  • ORRM Overview
  • Course Objectives
  • Oracle Retail's Footprint
  • Three key features of Returns Management
  • Oracle Retail's Benefits
  • Oracle Retail's Roles
Terminology and Concepts
  • Customer and cashier exception
  • Rules
  • Policies
  • Return Policies
  • Return Pattern Watch
Returns Communication
  • POS and RM communicate
  • Return is initiated on POS
  • Returns Management does when evaluating a return
  • Return Pattern Watch
Using ORRM - Demonstration
  • Navigation
  • View Return Tickets
  • Export ticket information
  • Exceptions
  • Configure an Exception Policy
Determining Return Policies
  • Determine which policy applies to a return
  • View the default Return Policies
Exceptions to Track
  • Customer Exceptions to Track
  • Cashier Exceptions to Track

Course Objectives
  • Understand Returns Management from a retail perspective
  • List applications that Returns Management interfaces
  • Name Returns Management most common users
  • List the benefits of using a Returns Management application
  • Comprehend three of Returns Management's key features
  • Comprehend Customer and cashier exception
  • Comprehend Rules, Policies, Return Pattern Watch and Return Policies
  • View the default Return Policies
  • Choose which customer and cashier behaviors to track
  • Choose which customer and cashier behaviors to track
  • Explain how POS and Returns Management communicate
  • Understand how a Return is typically initiated on POS
  • Understand what gets passed back down from ORRM to POS
  • Navigate through functions of Returns Management
  • Configure an Exception Policy
  • View and work with Exceptions

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