SODA Returns in SODA

Select the Windows key + D on your keyboard to toggle from the POS to SODA.

Processing a Return With or Without a Receipt

To process a return in SODA:

1. Select Customer Returns.
   Important: Do not select SODA Web Returns.
2. Select the SODA Search menu.
   The Search menu displays. See Search Features in SODA - Returns for additional details.
3. Search for any refund transactions by entering a specific SODA Returns Barcode, WEB/SAM or SODA order number;
   OR,
   Check the Refunds box and then enter the search criteria in either the Identify the Customer or Filter an order number list section
   
   
   

Search results will display all returned orders.

• The Specific Order number search will return all refunds for the web order or SODA order, if it exists.
  Note: If no refund exists on the order, you are redirected to the Details page.
• You are able to see the web-order number instead of 0 on the returns transaction
• Sorting a web order will list all original orders and refunded orders.

The Details page should display the corresponding Web/SAM order number.

4. With a receipt:
   Scan the barcode from the packing slip or enter the WEB/SAM Order Number or SODA Order Number.
   Note: When Scanning a WEB order, all associated SODA orders display. Identify the SODA Order Number based on what is being returned.
   
   Without a receipt:
   Search by customer name, email address or phone number. You don't need to reprint the packing slip.
   Note: You must use the original phone number entered by the customer when placing their order or on their profile to return a match. SODA is limited to ten digits and you need to match the first ten digits of the number entered by the customer
   
   OR
   
   Find the customer order information by ISBN, SKU number, date range, partial order number, or order status.
   Note: Click the Order Status Help button at the top of the SODA Search screen to view the status codes. Double-click the desired code, which populates in the Order Status field to filter the order list by status.
   You can use customer search and order search fields together to further define the search criteria.
   Based on the search criteria, the results display. If the search results in a single customer, the order listing for that customer displays.
   
   Select the Fold/Drop button to display more detailed information, including ISBN, Discount at SKU level, Return Order Date, Return Status, and Return Order Number.
5. Highlight the line for the appropriate customer and click the Select button.
   The orders display for the selected customer.
6. Select the appropriate order. If the customer only has one order, you are taken directly to the order Select items screen.
7. Select the Switch to Return button to process a return for the SODA order.

8. Select the line item to be returned.
9. Edit, if necessary, the Available Quantity to be returned.
   Note: The Avail Qty column initially displays the quantity available to return for each line item. It defaults to the shipped quantity less any previous returns.
10. Select a Reason Code for the return.
    The reason code is required. You can click the field and a list of reason codes display, or you can type the reason code in the field if you know it.
11. Select the Process Return button.

If a team member with Cashier access starts the return, the Manager Override screen displays. And advanced cashier or manager must enter their SODA login credentials and select Accept to proceed.

Tip: Select Go Back to review the transaction before entering your ID information, especially when training new team members or to review the details if you have questions.

The confirmation screen displays with the Return Order # when the return transaction posts successfully to the customer tender.
The type of return transaction is listed under tender, such as VC, MC, DC, AMEX, or CC (campus card).

12. Select the receipt format. Print Receipt, E-mail Receipt, or Both(Print/E-mail).
13. Emailed receipts are sent to the email address on file from the original SODA order.
14. If printed, the receipt prints at the default SODA printer of the user logged in.
15. The original tender is credited.

Use the SODA Refunds Report and continue to follow the current process and policies for monitoring refunds.

• Use the Both(Print/E-mail) functionality to print a receipt to your default SODA printer. The customer receives an emailed copy of the receipt and the printed receipt can be used for tracking refund transactions.
  Note: Register versions of receipts don't print on the POS printer. The cashier should select Both(Print/E-mail) during the refund process to generate a copy which prints at the SODA printer.

Refunding Shipping Charges

Shipping fees qualify for a refund in certain situations. A manager override is mandatory to complete this process.
Note: If you need to complete a refund that includes merchandise and shipping fees, you must complete a shipping refund as a separate transaction from the merchandise refund.

• Shipping charges are not automatically refunded as part of the merchandise refund process. The process to refund shipping charges must be initiated by the cashier.
• Shipping charges can only be refunded once per WEB/SAM or SODA order.
• You can also select items from the order to return, along with the quantity and reason code.
  
  

1. Search for order by following the steps in the Processing a Return With or Without a Receipt section.
2. After selecting Return/Exchange, select Shipping Refund
   Enter the User ID and Password, if the Manager Override pop-up appears.
   
   
   
   

3. After selecting the Shipping Refund button, the Shipping and Handling check box displays below the items grid. The check box is automatically selected and the Shipping Refund Amount is auto-populated with the amount of shipping for the order.
   Note: You can override the amount. However, it cannot be more than the shipping charge amount for the order.
   
   

4. Place the cursor in the Reason box and select the Select Shipping Refund Reason button to enter the reason in the Reason field.

• Wrong size or color
• Received wrong product
• Defective

You can also select items from the order to return items grid, along with the quantity and reason code.

If the return was successfully completed, you will receive the confirmation screen, which includes the amount of shipping refunded.

5. If no change to tender, then select Process Return.

If the return was successfully completed, you will receive the confirmation screen, which includes the amount of shipping refunded.

6. Print or email refund receipt to customer (You can reprint or re-email receipt if needed).

Exchanging a Full and/or Partial Order

You now have the ability to exchange both a full or partial order. You are able to select the item to be returned for an exchange with a different item of the same value and quantity, e.g., exchange a single $19.95 item for another $19.95 item. The quantity and retail price must be the same.

1. Select the item for exchange and select Process Exchange.
   
   Note: You must complete any exchanges that require you to collect or refund funds at POS.

2. An Exchange List displays to add the SKU for the replacement item and quantity. Place the cursor in the Reason Code cell and select
   Select Exchange Reason Code to identify the reason for the exchange.

The following reasons are available for an exchange.

3. Print or email exchange receipt to customer (You can reprint or re-email receipt if needed).
   

• The receipt displays both the new item(s) for purchase and the returned items. The net total must equal zero.

Tender Exception

If there is an issue refunding to the original tender, the Select Tender screen displays.

• The issue is listed on the bottom left of the screen, e.g., invalid major account id.
  Reminder: If you receive an invalid major account ID message, check CARP to verify the Returns date is set up correctly.

• Currently, a tender can only be replaced by an FHEG gift card.

• For multiple tender returns, the amount for each tender type is not changed.
• Once tender is updated, click Process Return to proceed.

Alternate Tender Option - FHEG Gift Card

You now are able to post refunds on an FHEG gift card when the original tender fails or at the customer’s request.

Refer to the SODA Tender Refund Matrix below for a list of all tender options for the SODA refunds menu.

Once you select Process Return after entering the details for the refund, a Select Tender # screen displays.

• If no tender needs to be changed, select Process Return.
• If the customer would prefer that the refund is added to an FHEG gift card or the original tender fails, select the original tender in the grid and then select Switch Tender.

Important: Position your cursor on the tender, and then select Switch Tender. If not, an error message displays if the tender is not selected: Only Valid for Type Field.

Enter the FHEG gift card number and select Process Return.

A confirmation page then displays.