Blind Return

Introduction

A blind return order occurs when a customer returns merchandise without the original sales order reference. The system can generate a return order manually using the customer's payment details to process refunds. These returns are restricted to products sold exclusively by that brand — unavailable through other retailers — preventing fraud and protecting inventory integrity.

Once quality inspection passes, the refund goes to the customer's original payment method. Sterling OMS documents all refund transactions for record-keeping purposes.

Store associates and customer service representatives can create blind returns through the IBM Sterling Store application and Call Center application.

Configuration

To enable blind return orders in the IBM Sterling Store application:

Navigate to System Setup > Store > Returns > Return Rules and activate the checkbox labeled "Allow Blind Return of Product".

This setting permits store associates to process returns without requiring the original sales order reference.

Order Flow

When customers return gift items lacking original sales order information, the system supports blind return creation. These orders are limited to brand-exclusive products to prevent fraudulent returns from other retailers.

Without original order details, customers provide payment information specifying the refund method. Cash refunds are a common example.

Input Parameters for Blind Return Order

The system requires:

• Order number and allocation rule ID
• Buyer and seller organization codes
• Document type designation
• Order line details (delivery method, quantity, item information)
• Unit pricing information
• Payment method with planned refund amount
• Shipping and billing address information

The PlannedRefundAmount field designates the refund sum allocated to each payment type. This parameter is exclusive to return orders and doesn't apply to sales or exchange transactions. Multiple payment methods can each carry distinct refund amounts.

Processing Steps

1. Order status updates to "Shipped" with immediate receipt completion
2. Invoice generation for the return order
3. Charge Transaction table entry created with charge type set to "RETURN"
4. Request Collection Agent creates a Charge Entry in YFS_Charge_Transaction table
5. REFUND_SETTLEMENT record indicates completed refund settlement
6. Execute Collection Agent triggers Sales Order creation for Gift Card issuance
7. Request Collection Agent updates charge record status to "Checked"

Conclusion

Blind returns address customer needs when original sales documentation is unavailable — handling gift returns and lost receipt scenarios. This flexibility enhances customer satisfaction while maintaining fraud prevention through brand exclusivity requirements, ensuring return eligibility and inventory security.