Return process (store returns) with quality management in SAP Retail system

Hi all,

I want to setup quality management process in store return by customer. Normally in Retail, returns are booked at point of sale so there is no return sales order created in SAP for this.

Can some one let me know, how can I initiate quality management process in store when customer returning something back (do i need to creates return sales order for this?).

Do I need to book the product in unrestricted first OR I can initiate process with quality management?

I want to map end to end process for this where, customer will return the product in store and then store (plant 1) will return it to distribution center and from distribution center (plant 2), product will be returned to Vendor.

Request you all to provide some inputs on what option SAP provides to map this process?

Thanks in Advance!!