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Post‐Processing Operations

Dorothea Bartel edited this page Aug 7, 2019 · 1 revision

The return, cancel and refund functionality is the same for each payment mode. This workflow is for testing reasons, it is assumed that an ERP System is used for this steps. For testing it in a blank accelerator, follow the steps below:

Return and Refund

1. Order an item with a payment mode.

2. Confirm shipping in the Warehouse Extension:

  1. Log in to back office with DefaultWarehouseAgent credentials: Return
  2. Open consignments.
  3. Click Confirm Ship. Return
  4. Log off.

3. Create a return in the Customer Support Cockpit:

  1. Log in to back office with CustomerSupportManager credentials: Return
  2. Open the order and click Create Return. In Hybris standard, the refunded amounts can be higher than the captured amounts. Return
  3. Choose the products and order amount. The whole amount will be refunded.
  4. Confirm the refund.

4. Approve the return in the Customer Support Cockpit:

  1. Open Returns.
  2. Open the order.
  3. Click Approve to approve the return. Return
  4. Log out of back office.

5. Confirm the shipping in the Warehouse Extension:

  1. Log in to back office with DefaultWarehouseAgent credentials.
  2. Open Returns.
  3. Click Accept Goods. Return
  4. Log out of back office.

6. See the transactions in back office:

  1. Log in to back office as admin.
  2. Open the order and navigate to ADMINISTRATION tab.
  3. Double-click the payment transaction to open it. Transactions
  4. The section Entries shows the payment entries for Request, Response & Refund. If there is no entry for the refund, something has gone wrong. Check the business processes as described in Refund and Cancel Errors.
  5. To export them as XML, open a payment entry and double-click on an XML file.

Cancel

1. Order something with any payment mode.

2. Create a Cancel in the Customer Support Cockpit:

  1. Log in to back office with CustomerSupportManager credentials.
  2. Open the order and click Cancel. Cancel
  3. Log out of back office.

3. See the transactions in back office:

  1. Log in to back office as admin.
  2. Open the order and navigate to the ADMINISTRATION tab.
  3. Double-click the payment transaction to open it. Transactions
  4. The section Entries shows the payment entries for Request, Response & Refund. If there is no entry for the cancel, something has gone wrong. Check the business processes as described in Refund and Cancel Errors.
  5. To export them as XML, open a payment entry and double-click on an XML file.

Refund and Cancel Errors

If an error has occurred, you can check the business processesin the back office.

  1. Log in to back office as admin.
  2. Open the business processes at System / Business Processes.
  3. Open the return process of your order.
  4. The tab PROCESS PROPERTIES, section Process Task Logs shows the logs.

Return

Please be aware that a refund with SEPA Credit Transfer is only completed with a notification from SEPA, which may take up to two days. In this case a payment entry is stored as well in the payment transaction, but if errors occur there, it is not visible on the order or elsewhere. Our suggestion would be to implement error handling for notification URLs.

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