1. Examples of business usage scenarios
As a standard after-sales process, after the company’s products are sold, the customer will initiate a return request for various reasons. At this time, the salesperson needs to find the corresponding sales order, create a return form under the order, and select the return item in the sales product list. Product, set the return quantity of each type of product, product return amount, etc., and generate a return form. Like sales orders, returns are also subject to a strict approval process before they can be returned.
The management of return orders can help managers understand sales orders and product returns. For sales orders with more returns and returned products, they can understand the reasons for returns, and can adjust or intervene in time to improve the return situation.
Second, the detailed introduction of the return order
2.1 Default scene of return form
- all:
- The person in charge is the current user or his subordinates
- or related team members include the current user or his subordinates
- Or the responsible data of the department responsible for the approval of the current user as an order management or order financial role (for example, user A has the role of "order finance" and is responsible for approving the order records submitted by department B, then user A can view all responsible persons belonging to department B order records).
- Or configure the "Data Sharing" rule of the return order in "Data Rights Management" to share the data of the person in charge or the department of the person in charge with the current employee or the department of the current employee or the user group of the current employee
- or "My department's" data.
- I am responsible for: The owner is the current user
- I am involved in: The current user is included in the relevant team members
- my subordinate is responsible for: the person in charge is the subordinate of the current user
- My Subordinates Participated in: The relevant team members include the user's subordinates
- Shared to me: Configure the "Data Sharing" rule of the return order in "Data Rights Management" to share the data of the person in charge or the department of the person in charge with the current employee or the department of the current employee or current employee's user group
- I am in charge of the department:
- The current user is the department head of the main department
- At the same time, the main department of the relevant team members in the record is this department.
- Remarks: Whether the responsible department includes all subordinate data is determined by "CRM Management-Rule Settings-Basic Settings-Superior Visible Data Scope".
Remarks:
- "CRM Admin" can view all data.
- All records whose status is "Obsolete" can only be seen by "CRM administrator", and other personnel are not visible.
2.2 Business operation of return order
2.2.1 Create a return order
- How to create a return order
- manually created
- Entrance: [Return Form] list page
- Associated object [Sales Order] details page - [Return Order]
- Import, see Import for details
- manually created
- Business supplement when creating a return order
- Return Product: Select the product to be returned, and the data comes from the product in the associated order. You can define the product fields for the return order in "CRM Management-Field Management-Return Order Product Field", such as whether the product is in good condition, the reason for product return, etc.
- Fixed Approval Process: You can create an approval process in Approval Process Management. When a return order is created, the approval process can be automatically triggered and executed.
- Free Approval Process: Since the return form involves corporate financial information and inventory management, it needs to be approved and confirmed by relevant personnel. You can choose who to handle when creating or editing a return order.
2.2.2 Free Approval Process for Return Form
- Reminder: The free approval process is a legacy function of FunShare CRM. It is not recommended to use it. This function will be closed later. It is recommended to use [Approval Process Management] to configure the approval process.
- Business description: Since the return order involves corporate financial information and inventory management, sales can choose an approval processor when creating a return order.
- Approval process definition: Define the approval confirmation process when creating or editing a return order. The processing personnel have the system preset roles "order administrator" and "financial staff", and can also specify colleagues for confirmation.
- Approval process processing: The system will send a notification to the corresponding processing personnel according to the approval process sequence. In "CRM Reminder-Return Orders to be Confirmed", you can view the pending return orders transferred to the current user, click to process, or open the record details in the "Return Order" list for processing.
- Confirmation: Pass the approval, enter the next node or complete the approval process.
- Rejection: After rejection, the process returns to the first node, and the order status is marked as "rejected", and the return order information needs to be modified and submitted again.
- Remark:
- Only when the "Status" of the return order is "Confirmed" will it be included in the calculation of "Total Return".
- Regardless of whether the approval status of the return order is confirmed or not, it can be referenced by related objects.
- After the return order is approved, it cannot be modified or withdrawn, and printing is supported.
- The return product corresponding to the return order can only be displayed on the product page of the sales order when the status of the return order is confirmed.
2.2.3 Replacement Confirmer
- Business description: In the process of process flow, the confirmer can be replaced due to reasons such as the resignation or job transfer of the current pending person.
- Business operation conditions: In the free approval process, the status of the return order is "Confirming"
- The employees or roles that can perform this operation are: Approval node confirmer
- Business operation entry: "Return Order" details page.
2.2.4 Withdrawal
- Business description: When a sales order is submitted and confirmed by the next node processor, the previous node processor can withdraw the process, and the pending sales order of the next node processor will be cancelled.
- Business operation conditions: In the free approval process, the status of the sales order is "confirming"
- The employees or roles that can perform this operation are: the person in charge, the superior of the person in charge, the relevant team members with "read and write" permissions configured, and the superiors of the relevant team members, the party whose data is shared and configured with "read and write" permissions
- Business operation entry: "Sales Order" details page.
3. General business operation of return order
- See Common List Operations for common operations on the list page
- Add sales records, see sales records for details
- Common business operations, including changing the person in charge, adding relevant team members, printing, importing, exporting, editing, voiding, deleting, etc., see Common business operations
- Business operations combined with collaborative office, including forwarding, scheduling, reminders, making phone calls, sending emails, etc., see Common business for details Action