Despite what you write in the manual or advertise, your business process is your IT system workflow. If it cannot be done in the IT system then its not going to get done. Its amazing how few companies think up and game the unusual scenarios when designing or accepting a system. If you don't get input from in the field, then you really are missing something.
Heck, your example isn't even unusual for a chain: customer returning item - item originally purchased online - origin store different from return store. Simplified, the only thing that matters is "origin store different from return store". Get that right and it fixes a lot.
Heck, your example isn't even unusual for a chain: customer returning item - item originally purchased online - origin store different from return store. Simplified, the only thing that matters is "origin store different from return store". Get that right and it fixes a lot.