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Part 2 - Return details process

Beyond all the setup steps completed for the blind return, the following steps are specific to the return details process.

We'll use the same menu item for the Return details process but with the specific Return Item Receiving Policy ID.

^{Fig.17 – Mobile device menu items for Return details}

4. Return item policies

The return item policies will dictate the conditions under which items can be returned to your company. This setting is mostly useful for the return details process and can be optional for the blind return.

Go to Warehouse management > Setup > Return items > Return item policies.

^{Fig.18 – Return item policies – 30 days allowed for return.}

With the field Return acceptance, receiving criteria can be set up to already plan to receive conditions for some items.

• Always allowed – Items that match the selected Item code and Item values can always be returned.
• Never allowed – Items that match the selected Item code and Item values can never be returned.
• Allowed days after shipment – Items that match the selected Item code and Item values can be returned only for a limited time after sold, as defined in the Allowed days for return field.

It's key to know that the 'Allowed days after shipment' field counts from the shipping day, not when the customer gets the item. This means it doesn't account for delivery time, which, in my opinion, might not align with common market return policies.

Right now, it only applies to individual items, but we're hoping Microsoft will expand it to include customer or item groups in the future.

Integrate return label printing with small parcel shipping

Integrating return label printing is possible if you already have an integration between SPS and your carrier.

This means you can get easy-to-use prepaid return labels for your customers with a barcode linked to the return details record ID. Warehouse staff can scan this barcode to process returns quickly.

For setting up this integration, you'll need to go to Transportation Management> Setup > Transportation management parameters.

In the Shipping carriers section, turn on the Enable shipping label request type option.

This will add the new setting in the Container packing policies, where you can decide when to print return labels during packing.

^{Fig.19 – Transport management parameters – shipping carriers}

For more details on how to integrate a carrier with SPS, you can refer to the section on small parcel shipping from Microsoft documentation:  https://learn.microsoft.com/en-us/dynamics365/supply-chain/warehousing/small-parcel-shipping.

Print return labels

The new Return details return process allows you to “plan” and structure possible returns in advance. A return label can be printed during the packing process for each shipment and can be included with the physical product containers. This process has become the norm in the Ecom industry.

The container packing policy that applies to each shipment establishes the printing options. As with most label printing during the warehouse process, you can manually print or reprint them for a selected return details record at any time.

The based return label includes the shipping address of your returns warehouse and a bar code that contains the return details record ID. The customer will use these labels to ship back the products. Upon arrival of the product at the warehouse, the worker can simply scan the bar code to receive and put away the product.

To configure the label printing options for a container packing policy

I assume that you are already using packing and are familiar with the process in D365, and the normal packing configuration is already complete.

The first configuration must be made on the container packing policies to allow or require the user to print a return label before closing the container.

Go to Warehouse Management > Setup > Containers > Container packing policies.

^{Fig.20 – Container packing policies}

Make sure to:

1. Automatic manifest at container close – Set this option to Yes.
2. Manifest requirements for container – Set this field to Transportation

Enabling the shipping label request feature on the transportation management parameters now makes a new field Print container return shipping label rule available on the container packing policies. This new field has the same structure and behavior as the pre-existing Print container shipping label rule.

Don't forget to select the printer; otherwise, you cannot continue. This also means that a single printer will be associated with the container packing policy to print shipping or return labels.

Demo - Return details

The process for return details is split into two main phases:

• The first one is to generate the return details during the outbound process.
• The second is to receive the returned product using the mobile device using the return details previously created.

Generate the return details during outbound

A sales order has been created, and the work to bring the item to the packing station has been completed.

^{Fig.21 – Created sales order for outbound process}

^{Fig.22 – Showing work completed to bring the product to a packing station}

The next step is to pack the product. Please note that this step is not mandatory for generating the return details, as they can be processed directly during shipment. The worker intends to generate and attach the return label to the product during the packing process.

^{Fig.23 – Select packing station}

Please note that we will be using the packing station for the demo, but the process is also fully supported by using the packing from the mobile device.

It is important to have the correct container packing policy in place. This policy will determine whether the return details are created during the packing process.

^{Fig.24 – Showing container process using packing profile and container packing policy}

Upon closing the container, the system will generate a new table called return details. The table will hold all the information necessary to process this as a return.

^{Fig.25 – Return details record created by closing the container}

With an SPS integration, the carrier information would be auto-populated in the return details to generate a return label.

The next action confirms the shipment, which will consequently update the estimated shipping date and the deadline for returns, both of which are based upon the Return Item Policy.

The stipulated date will determine the permissible duration for accepting product returns following the dispatch date. In this scenario, the Return Item Policy permits a 30-day window for product returns.

^{Fig.26 – Dates updated in the return details form}

The next phase is to receive the product and leverage the return details created in the previous steps. This process is very similar to the blind receiving process; the difference is what information the system requires to finalize the return.

The worker will scan the label from the return product, which will identify the return ID from the return details form.

Enter the information required and confirm.

^{Fig.27 – MDMI with information populated}

A mixed license plate is created based on the information scanned.

^{Fig.28 – Mixed license plate lines generated by the blind receiving menu item}

The license plate can be validated from the mobile device.

^{Fig.29-1 – Completing the mixed license plate}

^{Fig.29-2 – Completing the mixed license plate}

^{Fig.30 – Showing the license plate status received}

Similar to the blind receiving process - with the license plate receiving process, the system will complete three steps:

• Post the item arrival journal; the items have now been received at the receiving location.
• Create the put-away work

^{Fig.31 – Showing put away work created}

• Create the return order

^{Fig.32 – Showing the return order automatically created}

Return details clean up job

The last part concerns the cleaning. The return details record is no longer needed after the expiration of the possible return or once the return order has been created.

A new clean-up job has been added to remove the obsolete return details form.

Warehouse management > Periodic tasks > Clean up > Clean up return details.

The user can select how days should be kept. Recurrence can be set up to run the job on a regular basis and keep the amount records as low as possible.

• The number of days to keep: This field lets you specify the maximum number of days that a clean-up job allows a return details record to remain. All return details that were shipped before the specified number of days will be deleted.
• Maximum clean-up records count: This parameter sets the maximum limit on the number of records that can be deleted during a single execution of a batch job. It ensures that no more than the specified number of records are deleted in one go.

^{Fig.33 –Return Details Clean up job}

Conclusion

This updated feature in D365 for handling unannounced sales returns markedly improves the efficiency and responsiveness of the returns process, which has been a manual and slightly disjointed operation involving coordination between warehouse, sales, and aftersales departments.

It minimizes manual dependencies and allows warehouse staff to execute tasks directly via mobile devices. The enhanced workflows facilitate the return process by allowing for pre-planned returns—where return details and labels are generated during the outbound phase - as well as supporting blind returns.

This capability enables the warehouse to manage unannounced returns swiftly, plan more efficiently for processing them, and prevent bottlenecks in the receiving area.