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Status Future consideration
Workspace OMS - Call Center
Created by Guest
Created on Jun 29, 2022

Provide for native (non-UE) configurability to record discounts/promotions at unit level, to align with most omni-retailers best practices in refunding multi-unit orders

First, please see:

https://www.ibm.com/support/pages/node/269415


In IBMs response, the Sterling team states that it is "as designed" that a customer would receive an entire unit's refund upon the return of the first item of a multi-line order, with no regard for the discount applied at the line! Only upon return of the *last item* is the reduction in refund resulting from the line-level discount applied! They state that the only way around this is to light up UserExits with custom code to manipulate either the order capture or refund outcomes.


Proration of line-level discounts to units upon *order capture* should be a turn-key Sterling function.


Proration of line-level discounts to units upon *refund calculation* should be a turn-key Sterling function.


Vast majority of retailers will expect that best-practice in partial refunding of multi-unit lines is to *by default* pro-rate a line-level discount to the units within that line, such that the *decrease* in refund to the customer resulting from a line-level discount is proportional to the number of units in a given return order. Barring this, retailers are subject to gaming of returns by customers and repeat return abusers. This is especially detrimental for high-ticket item retailers.



What is your industry? Retail
How will this idea be used?

We have a recurring bug raised every release for years whereby refund amounts are not as expected, given Sterling's inability to pro-rate line-level charges to units like other Storefronts.

  • Admin
    Aaron Cutter
    Nov 3, 2022

    Hi Paul, thank you for submitting your idea. This would require changes to the backend pricing engine and rule configuration. We will consider it for a future update to the product.