OpenDevelopment

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

Metric(s)

ID	Name	Level	x
CO12	Distribution Costs	2	CO12
CO121	Order Management Cost	3	CO121

Term(s)

ID	Name	Clear	x
I2O	Inquiry-to-Order		I2O

Workflow

From Input(s)	Process	Output(s) To
wf_process wf_arrow D401 Inquiry A102 Transfer	S401	wf_arrow wf_process Return Authorization Request S402 Response D401

Note: Common inputs and outputs are listed in alphabetical order. Other inputs and outputs may be required to support varying use cases.Process Return Inquiry Source Returns 5240100 3 Reverse Logistics, Returns, In-store Return, Inquiry, Warranty, Supply Chain, Sales & Support