Use the procurement playbook to approve or reject return requests.

Before you begin

Role required: sn_spend_psd.admin, agents, fulfillers

About this task

As an agent, you can view the requests, complete tasks across multiple workflow activities, and manage complex operations from a unified playbook. The playbook provides agents an automated way to visualize the overall process in a task-oriented format.

Process a return request in playbook

Procedure

  1. Navigate to All > Procurement Case Management > Procurement Workspace.
  2. Select the List icon (List icon.) and select All team work > Cases.
  3. Select the request number from the list for further processing.
    The Playbook tab opens with the Return a Purchase section.
  4. View all the associated information in the Details and Task SLAs tabs, and information on the interaction records and original purchase in the Interaction Related records, Original purchase tabs.
    You can compose an email from the record to communicate with the requester or other stakeholders. For more information, see Email composer with quick messages and response templates in Source-to-Pay Workspace. You can even search for and view relevant resources from Agent Assist. For more information, see Agent assist in Source-to-Pay Workspace.
  5. Select to verify and process the information about the request.
    1. In the Coordinate with Supplier section, contact the supplier, confirm the return, and collect the necessary information.
    2. In the Confirm return and collect information section, review the request and perform one of these actions.
      • Confirm: After you verify that return is feasible, confirm the request. When confirmed, the request moves to the Work in progress state. You can now send an email to the business owner confirming that the return request has been initiated.
      • Reject: When you reject the return request, the request moves to the Closed Rejected state. You can now close the case by sending an email to the business owner confirming that the return request has been rejected.
    3. In the Reverse Goods Receipt section, create a receipt type for the goods that are to be shipped back to the supplier. This receipt is recorded on the purchase order record. If you skip this step, the request moves to the Closed Rejected state. You can then close the case by sending an email to the business owner confirming that the return request has been rejected.
    4. In the Create Debit Memo section, create a debit memo invoice for this return. This debit memo is recorded on the purchase order record. If the invoice for these returned goods is yet to be paid, a debit memo isn’t required. You may choose to skip this step, if required.
    5. In the Close section, send an email to the business owner confirming that the return request has been processed successfully. This closes the return request automatically and moves the case to the Closed Completed state.
    Note: Any associated assets or fixed assets created during purchase order creation are revised based on the quantity of the returned products. The states of these assets and fixed assets are updated to Retired and Pending Deletion respectively.