I agree with the approach what Pierre suggested to go with ProductCategoryAttribute and ProductAttribute. Because for range of products we may need different default values. Also agree with Scott on the point there must be flexibility at CSR end to override the rule based on the reason of return and relationship with customer. That means, we should not stop CSR to create return if days passed, and simply can popup the message that number of days have been passed and if she still wants to continue then she should be able to do that.
After inputs from all, my suggestion is to go for ProductCategoryAttribute and ProductAttribute configuration but it should not stop CSR to place/accept return. And simply inform her that number of days has been passed. Best Regards, -- Rishi Solanki Sr Manager, Enterprise Software Development HotWax Systems Pvt. Ltd. Direct: +91-9893287847 http://www.hotwaxsystems.com www.hotwax.co On Mon, Mar 11, 2019 at 11:49 AM Suraj Khurana <suraj.khur...@hotwax.co> wrote: > Hello Scott, > > Thank you so much for your response. Yes, this is the exact way it is been > managed currently. > > Thing is, we need to improve customer experience and reduce customer > service reps work. The current approach is working but it totally depends > on business to business. Some of them may leave it on CSR, on the other > hand, some must be looking for a date (timespan) which can be used to not > allow returns for any specific order (ex returns are not allowed in stock > clearance). > > Not making current flow as totally obsolete, but I guess we should have > something to support this as well OOTB. > > -- > Best Regards, > Suraj Khurana > TECHNICAL CONSULTANT > mobile: +91 9669750002 > email: suraj.khur...@hotwax.co > *www.hotwax.co <http://www.hotwax.co/>* > > > > > > > On Mon, Mar 11, 2019 at 7:31 AM Scott Gray <scott.g...@hotwaxsystems.com> > wrote: > > > The ability to create a return doesn't necessarily mean that return will > be > > accepted. IMO this is a business process where human intervention is > > required in order to maintain good customer relations. > Approving/declining > > RMAs depend on a number of factors including: > > - the reason for return > > - length of time since purchase > > - value of the purchase > > - COGS > > - lifetime value of the customer > > > > A hard time limit can make sense when a customer simply changes their > mind > > about the purchase and wishes to return it but I don't think any other > type > > of return should be constrained by the system without input from customer > > service reps. > > > > IMO a better system would be to have information critical to the RMA > > process (such as the items listed above) easily accessible to the CSR so > > they can quick make a decision. Having the system prevent customers from > > even creating a return request because X number of days have passed could > > well be a bad user experience for the customer. > > > > If the implementation does proceed, I don't think ProductFacility would > be > > a good place to store the information. Multiple stores with different > > rules could well be fulfilling the same products out of the same > warehouse > > (particularly for international distribution). > > > > Regards > > Scott > > > > On Sat, 9 Mar 2019 at 20:50, Suraj Khurana <suraj.khur...@hotwax.co> > > wrote: > > > > > Hello, > > > > > > In OFBiz, we can create a return for order without checking when that > > order > > > is placed, it might be years long. > > > IMO, we should have a field something like daysToReturn at product > store > > > level to allow creating return till after that much days of order > > > completion. > > > > > > I could not find anything else relevant to this and this is a very > common > > > e-commerce scenario for any business. > > > > > > Am I missing something? > > > Please share your thoughts on the same. > > > > > > -- > > > Best Regards > > > Suraj Khurana > > > TECHNICAL CONSULTANT > > > mobile: +91 9669750002 > > > email: suraj.khur...@hotwax.co > > > www.hotwax.co > > > > > >
