1. Process Return in Merlin
Click ‘SOP’ > ‘Returns’ > ‘Returns Entry’ in the drop-down options from the top toolbar in Merlin.
NB: When processing a return, you will need the invoice number from the original order as you will
need this on several occasions.
2. ‘Returns: Select Invoice’
‘Select Contact’ from the drop-down list available and click ‘OK’
If contact is not listed, you can create a new contact by adding the customer ‘Forename’ and ‘Surname’ into the corresponding box. Merlin will prompt to ask if you want to add this person as a new contact.
Also, look at ‘Days Invoiced’ and advise customer if return is outside timeframe listed from our Terms & Conditions.
3. ‘Returns’ Screen Select product(s) required to be returned.
You can select multiple products by holding the ‘Ctrl’ button and clicking on each requested product.
ALWAYS select ‘Return Type’ as ‘Credit’ and select the appropriate reason for the return.
Complete ‘Return Quantity’ field. You will not be able to return more quantity than the quantity available.
Finally, complete the ‘Notes’ section by using the template below.
4. Outstanding Returns Click ‘SOP’ > ‘Returns’ > ‘Outstanding’ from the drop-down options from the top toolbar in Merlin
Press ‘Ctrl’ & ‘F’ keys together to bring up the ‘Find’ box at the bottom of the window.
Type the invoice number into the box to identify the correct return.
Double-Click the highlighted option to bring up the ‘Returns Order’ box
5. ‘Returns Order’ Box Press ‘F2’ on the keyboard
or Click on the ‘F2 Credit Collection Note’ option.
6. Print Collection Note
In the ‘Output’ drop-down menu, select the ‘ <Email orFax>’ option and click ‘OK’ .
7. Send Email or Fax
Check with the customer to confirm their e-mail address is correct with the e-mail listed under ‘Fax or Email’.
In the ‘Subject’ heading type ‘Duffells - Collection Request (Invoice No: … ) and paste the collection template e-mail into the
‘Message’ box.
Edit the [ Day / Date ] to the collection date specified by the customer and click ‘OK’ .
You may also wish to tick the box next to the ‘Cc’ so you can also receive a copy of the e-mail.
8. Collection
In the ‘Select collection method’ drop-down menu, find the ‘DHL Collection’ option and click ‘OK’ .
9. Carrier Labels
Confirm ‘Delivery Address’ and ‘Delivery Postcode’ with the customer.
NB: This will be pre-set with the delivery address from the original order so will need to be changed if order has been received at a different address.
Confirm ‘Collection Date’ and ‘Number of Packages’ with the customer.
NB: The date will ALWAYS need to be changed as it’s pre-set to today’s date.
Notes 1 : Any special instructions
Goods Description 1 : Type
‘Invoice No. - Returns Note’
Collection Info : Type
‘Collection for Duffells’
Finally, click on ‘Export’ .
10. ‘UKMail_Export’ Files
Once exported, a ‘Text Document’ file will be created in your own ‘UKMail_Export’ profile.
Drag and Drop this file from your Export Profile into David Kirkaldy’s Export Profile.
This will automatically book the collection onto the ‘DHL Consignor’ software as shown below.
11. DHL Consignor
A booking will be created on DHL Consignor and will assign a Consignment Number to the booking.
The consignment number will be placed under the invoice number in the ‘Transactions’ tab under the
customer’s account on Merlin and can be tracked using the DHL website.
https://track.dhlparcel.co.uk/
UN:
hayley.oshea@duffells.co.uk
PW: Password1
Return Note Template - Used in Section 3
REASON:
SUPPORT LOG (if applicable):
COLLECTION METHOD: Courier / Royal Mail Label / In Transit or Returned
COLLECTION DATE:
COLLECTION ADDRESS: Invoice / Delivery / Other (Input Address)
CHARGES: £10.05 Collection / 20% Restocking / None
INITIALS & DATE:
Collections E-mail Template - Used in Section 7
Good Morning / Afternoon,
I'm dealing with your collection request, please see attached your Returns Note.
Your collection will be made on [Day / Date] between 9:00AM - 17:00PM.
You must place your Returns Note inside the box so our Warehouse Team can identify the product(s) on its arrival and process your credit request.
Please advise if there are any discrepancies on this Returns Note before your collection takes place. Also, we do not provide courier labels as the
driver will issue these on arrival and will stick a label onto each of the parcels being collected.
Kind regards,