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Close a Managed RMA Return Order
When you receive returned order items, you can close the return order and process a refund to the shopper or buyer.
Required Editions
Quantity fields don’t display automatically on the Return Order Line Item page. Because you use the quantity fields to verify and update item quantities before closing a managed RMA return order, add these quantity fields to the Return Order Line Item default page layout.
- Quantity Expected
- Quantity Received
- Quantity Rejected
- Reason for Rejection
You can only close a managed RMA return order that’s activated.
- From the Navigation bar, open the Return Orders list view page.
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Select the return order number to close, and open the corresponding return order
record.
You can also open the return order directly from the associated order summary.
- On the Related tab, open each return order line item.
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Verify and update these fields.
- Quantity Expected
- Quantity Received
- Quantity Rejected
- Reason for Rejection
If the quantity received is less than the quantity expected, or you reject any of the returned items, Order Management updates item quantities and financial information automatically.
If you receive more than the quantity expected, you must create a separate return order for the extra items.
- Save your changes, and go back to the return order record.
- On the Details tab, change the status of the return order to Closed, and save your changes.
Order Management creates a change order, generates a credit memo, and refunds the customer’s payment. Order Management also updates the item quantities and financial information on the Order Summary and associated objects. The updated quantities show the items that are still fulfilled. If the quantity for an item is reduced to 0, the status of the item changes to Returned. Otherwise, the status reflects the quantity that wasn’t returned.
