--- sourceDocument: Yokohama Finance and Supply Chain sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/source-to-pay-operations Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Finance and Supply Chain ft:clusterId : - stpop bundleId : - stpop workflow : - Employee --- # Process a return request in playbook # Process a return request in playbook {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Use the procurement playbook to approve or reject return requests. ## Before you begin Role required: sn_spend_psd.admin, agents, fulfillers ## About this task As an agent, you can view the requests, complete tasks across multiple workflow activities, and manage complex operations from a unified playbook. The playbook provides agents an automated way to visualize the overall process in a task-oriented format. ## Procedure 1. Navigate to AllProcurement Case ManagementSource-to-Pay Workspace. 2. Select the List icon (![]()) and select All workCases. 3. Select the request number from the list for further processing. 4. Complete the steps in the various stages and activities of the Return a purchase playbook. {#playbook-return-request__table_bgd_tzx_ztb__entry__3} | Stage | Activity | Activity Details | |-|-|-| | Review case | Assign case | Use this activity to assign the case to a different person or keep the case assigned to you. In the Assigned to search field, select a procurement specialist to work on this case. Select one of the following actions: * Select Save to save your changes. * Select Start work to start working on the case. {#playbook-return-request__ul_qhp_d1y_ztb} | | Intake and Assess | Lookup procurement case lines | Look up procurement case line associated with this return request for use later in the process. | | Intake and Assess | Assign return request | Return request is automatically assigned to the buyer assigned to the original purchase. | | Coordinate with Supplier | Confirm return and collect information | Contact the supplier, confirm the return, and collect the necessary information. Select to verify and process the information about the request. * Confirm: After you verify that return is feasible, confirm the request. When confirmed, the request moves to the Work in progress state. You can now send an email to the business owner confirming that the return request has been initiated. * Reject: When you reject the return request, the request moves to the Closed Rejected state. You can now close the case by sending an email to the business owner confirming that the return request has been rejected. {#playbook-return-request__ul_xhn_mdn_zcc} | | Coordinate with Supplier | Get POLs from Service Case | Updates state of Purchase Order Lines to pending return. | | Coordinate with Supplier | Send business owner email confirming return | Sends the business owner confirmation that after reviewing the return and coordinating with supplier, the return is feasible. | | Reverse Goods Receipt | Reverse goods receipt | Creates a receipt type for the goods that are to be shipped back to the supplier. This receipt is recorded on the purchase order record. If you skip this step, the request moves to the Closed Rejected state. You can then close the case by sending an email to the business owner confirming that the return request has been rejected. | | Reverse Goods Receipt | Create return | Creates a receipt of type return. | | Reverse Goods Receipt | Set POL status after return | Updates the POL status to appropriate state based on the Returned and Accepted quantities. | | Create Debit Memo | Create Debit Memo / Skip | Creates a debit memo invoice for this return. This debit memo is recorded on the purchase order record. If the invoice for these returned goods is yet to be paid, a debit memo isn't required. You may choose to skip this step, if required. | | Create Debit Memo | Create invoice of type debit memo | Creates a debit memo. | | Create Debit Memo | Create invoice line for debit memo | Creates an invoice line associated with debit memo in Shopping Hub. | | Close case | Retire Assets | Any associated assets or fixed assets created during purchase order creation are revised based on the quantity of the returned products. The states of these assets and fixed assets are updated to Retired and Pending Deletion respectively. | | Close case | Send business owner email confirming successful return | Sends the business owner confirmation that their return has been processed successfully. | | Close case | Complete case | Use this activity to add work notes and close the case. Do the following: * In the Work notes field, add any comments about the case. * In the Close notes field, add any closing comments. * Select Complete case. {#playbook-return-request__ul_ycb_nsd_scc} | | Close case | Update case to complete | Updates the case to Closed Completed. | [ ] {#playbook-return-request__table_bgd_tzx_ztb} {#playbook-return-request__steps_d2j_dx4_g5b} **Related concepts** * [Fulfilling request for copy of contract in playbook](https://www.servicenow.com/docs/5~lsSxzgTkJESXofi__~4Q "Reduce manual effort by providing your procurement specialist with a playbook for attaching the contract from and sending it as an email to the employee who requested for it.") * [Routing NDAs to suppliers](https://www.servicenow.com/docs/JjI7atR1v9bgyoyHInz2Mg "Reduce manual effort by providing your procurement specialist with a single place to perform all the necessary actions when creating and routing Non-Disclosure Agreements (NDAs) to suppliers and third parties.") * [Verifying delivery addresses in playbook](https://www.servicenow.com/docs/21Jmo9h4dCemoMlFDQ3cdA "Procurement specialists can verify delivery addresses and notify shoppers through email for delivery address-related updates using playbook.") * [Reviewing and updating general ledger details in playbook](https://www.servicenow.com/docs/KOS7A6fA_Krz4lh8kiSqbg "As a fulfiller working in the procurement team, you can review and update missing General Ledger (GL) account details using playbook.") * [Sourcing intake guided experience with playbooks](https://www.servicenow.com/docs/Kx9uK2YRu71ahrOZwPYzoA "As sourcing managers, you can use the sourcing intake and negotiation setup playbooks to guide you through the complex request intake process so that you can focus on actual productive work such as negotiating savings from suppliers.") * [Streamlining the supplier risk assessment workflow](https://www.servicenow.com/docs/2PlfaGO1GpsMa5krwkHsMQ "As procurement specialists, track activity on the Third-Party Risk Management (TPRM) records, and update and make changes to the sourcing requests and purchase requests based on the final risk rating.") **Related tasks** * [Process a purchase order edit in playbook](https://www.servicenow.com/docs/PH67Gx58U2Sk_jFFu3~Eow "You can edit and revise the quantity of the product or delivery location of the purchase orders based on your requirements.") * [Process a purchase requisition edit request in playbook](https://www.servicenow.com/docs/UumKFwg4iz8xrYfs195ecw "Use the procurement playbook to approve or reject the revision requests for the quantity of the product or delivery location.") * [Process a replacement request in playbook](https://www.servicenow.com/docs/DlWFGev_9mjR2oQjQUYsFg "Use the procurement playbook to approve or reject replacement requests.") * [Process an edit receipt request in playbook](https://www.servicenow.com/docs/yg0MgrB3BHNw0YKUqWXQaw "You can revise previously approved receipts to correct any discrepancies, ensuring the delivery receipt accurately reflects the quantities received for a specific purchase order.") *[\>]: and then