The Return reasons module in Xentral allows you to create and manage return reasons and their categories.
Return reasons are an important tool for you to keep a transparent record on the reasons for the returns that are reaching you. This way, you can take proactive steps to improve customer satisfaction and ultimately also reduce the number of returns.
You can create return reasons according to your needs in Xentral. In doing so, you can create all kinds of customized reasons that are required for your business. Finally, you can select the suitable return reason for each returned product when creating the return.
Tip
The return reasons described here can be selected every time you manually create returns directly in Xentral. This method is used in the following scenarios:
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You are receiving an unannounced return from your end customer. In this case, you start by opening the original sales order in the Sell > Sales orders menu. In the drop-down menu Action at the top right, you then select the option Continue as return. In the next step, you can select the returned products, their quantity and the respective return reason before clicking on Create return to finish the process.
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Your end customer has contacted you via email or phone to announce the return. In this case, you also proceed as described above by manually creating the return in Xentral.
Check the section Procedures for creating returns to obtain additional information and detailed step-by-step instructions on creating returns.
In the following, we’ll describe how you create new return reasons in Xentral and which settings are available.
Important
Note that the settings described below are not relevant if you are using the Xentral Returns Portal. The Returns Portal allows your end customers to register their return by themselves, with the return being created automatically in Xentral afterwards. For this workflow, separate return reasons are available, which are defined in the settings of the Returns Portal. Thus, the return reasons that are created in the Return reasons module are not available for selection in the Returns Portal.
More information on the Returns Portal and the possible settings are available in the Setting up the Xentral Returns Portal article.
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Use the Smart Search to open the Return reasons module.
The Overview tab opens. Here, you can see a list of existing return reasons. You can immediately start using those reasons for your daily business. If needed, you can edit the reasons by clicking on the pencil icon in the Menu column to the right.
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Click on + New entry at the top right to create a new return reason.
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Carry out the settings as described in the table below.
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Click on Save.
The new return reason is created and is then available for selection whenever you create a return under Sell > Sales orders > Open sales order > Action menu.
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Setting |
Explanation |
|---|---|
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Designation |
Enter the name for the return reason here. |
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Description |
If needed, you can enter a detailed description of the return reason or provide important additional information for your employees. This description is only visible in the Return reasons module when an already existing return reason is opened for editing. |
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Language: |
Enter the language in which the return reason is created. In most cases, selecting the language German is sufficient. This is an internal setting that is not visible to your end customers. Thus, you only require additional languages if system users whose language is not German are carrying out tasks in Xentral. |
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Project |
Optional: If you determine a specific project here, the return reason will only be visible for sales orders that are assigned to this project. Thus, the return reason will not be visible and cannot be selected for other projects. Leave the field empty to allow for visibility and selection of the return reason across all projects. |
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Category |
Optional: Select a category that the return reason should be assigned to. Categories are useful to determine which steps should be taken after a return with a specific reason has been created, for example creating a credit note, contacting the end customer to clarify the case or other forms of internal checks. TipRefer to the chapter Creating and managing categories to learn how you can create and manage categories for return reasons. |
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Default storage location |
Select a storage location in which products with this return reason should be stored by default. |
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Hide |
You should only activate this option if you want to hide the return reason in Xentral, meaning you will not be able to select it any more. |
In the Categories tab, you can access a list of all categories for return reasons. Here, you can create new categories or edit existing categories so that you can then assign the desired return reasons to each category.
You can select an Action for each category. Later in your daily business, this action will determine the exact way the return will be processed in case one of the return reasons of this category are present.
Important
Note that the settings described below are not relevant if you are using the Xentral Returns Portal. The categories defined in the Return reasons module are used to structure return reasons that are selected whenever a return is created manually in Xentral. In contrast to this, you define separate return reasons for the Returns Portal.
More information on the Returns Portal and the possible settings are available in the Setting up the Xentral Returns Portal article.
Proceed as described below to create a new category for return reasons.
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Use the Smart Search to open the Return reasons module.
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Open the Categories tab.
Now, you’ll see a list of already created categories. You can immediately start using these categories for your daily business. If needed, you can edit the categories by clicking on the pencil icon in the Menu column to the right.
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Click on + New entry at the top right to create a new category.
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Carry out the settings as described in the table below.
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Click on Save.
The new category is created and can then be selected by opening the Overview tab of the Return reasons module and then opening a return reason. In the settings of the return reason, you can then select the desired category in the Category field.
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Setting |
Explanation |
|---|---|
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Designation |
Enter the name for the category here. |
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Description |
If needed, you can enter a detailed description of the category or provide important additional information for your employees. This description is only visible in the Return reasons module when an already existing category is opened for editing. |
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Action |
From the drop-down menu, select the concrete action that should be taken if a return reason from this category is selected. The following actions are available:
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