DC Operations

eFC Returns

Returns
Policy and Procedure Document
Updated: September 27, 2014
Case Type General Info

Return cases are created when an item(s) from a customers Kohls.com order is
returned to the eFC. If the item is at the eFC, the eFC returns team will process a
credit. If the customer states that he or she shipped the item back to the eFC, we
will need tracking information and/or the date the customer shipped the
merchandise back to the eFC to verify.
Ex: If the returned item was charged shipping, process a credit for the shipping
charges before processing a return for the item(s)
How to Credit for Shipping Charges:
1. Open case in Connect.
2. Read notes in the Messages tab.
3. Read the notes in the Case Details tab and look at the tracking information.
4. Locate order number in Connect.

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eFC Returns

5. If the customer states that they will be returning any package to us, we will
need to update CSC with the tracking information that is being returned if the
customer provided this. If they did not, we will need to email them asking if
they have an updated tracking number, the date that this was sent back and
the carrier that was used. This is our way of verifying that this was sent by the
customer.
6. Enter the return tracking number into FedEx.com to check the status of the
package. The last scan on this tracking number was 9/19/14, and shows that
the package is being returned to the shipper. Note the order in CSC that the
customer will receive credit once the package is received at the eFC.

7. Enter the order number into CSC.

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eFC Returns

8. Make sure the order status is Complete and select Work On to active the
order.

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eFC Returns

9. Check the form of tender before moving on. You may process a credit in
CSC for a split tender as long as the credit does not exceed the amount on
the credit card. If the order was paid for solely with a Gift Card, KRMC or
Kohls Cash, change the case status to POS.

10. Select Work On.

Click off Keep in my active tickets, uncheck share with customer
Click on Close ticket

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eFC Returns

11. The Shipping charge is outlined along with the shipping tax. Include the
tax when crediting back the standard shipping. The surcharge (if applicable)
will be listed in the middle of the shipping and tax. The credit card is also
outlined as the form of tender.
In the accommodation History, add the amount, select the shipping
accommodation type and also add notes outlining why the credit was issued.
When finished, select Add Accommodation to add this to the customers
order.

12. When your accommodation has been added in CSC, you will see the
issue date, amount, and your notes.

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eFC Returns

13. Next, navigate to Add New Note. You will also need to note in CSC
whether the package should be reshipped or credited once received at the eFC.

14. Once you select the Add New Note button a box will appear. Add your
note and select save.

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eFC Returns

15. Go back to Connect and add a private message to the customers order.
Put the case into Solved status and select the eFC from which the package
originally shipped.

16. To determine which eFC the order came from (fulfillment node), review the
order in CSC and locate the SKU under the Items section.

17. When the case is in Solved status, assign the case to No Value in the
drop down.

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eFC Returns

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eFC Returns

18. When the case is completed, select Save & Close in the left top corner.
Note that Send on save should never be checked.

If you are unsure if the customer wants a reship or a credit when the
item is returned, we will need to email the customer and ask if he or she
wants a reship or a credit for the item and or items that are being
returned.
Go to Case Team scripts
Case Team > Case Team Responses - You can modify any of
the scripts if needed.