After you've received the returned order items from your exchange, you can close the
return order. Closing the return order completes the return portion of the exchange. The funds
necessary to fund the new products only become available after the return order is
closed.
If haven't already, copy and activate the RMA Create
Credit Memo and Ensure Refunds flow.
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 an 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
From the Navigation bar, open the Return Orders list view page.
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.
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.
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