Configure Service Flow Reasons

When a customer service representative (CSR) services an order, they often have to select from a list of reasons, such as Wrong Item or Customer Changed Mind. Order Management provides some default reason values, but you can add more. Up to 2000 reasons can show on each flow’s return picklist.

1. Click at the top of the page, and then select Setup.
2. In the Quick Find box, find and select Object Manager.
3. Set up reasons for the Cancel Item, Return Item, Discount Item, and Even Exchange flows.
   1. Select the Order Product Summary Change object.
   2. Click Fields & Relationships and select Reason.
   3. Click New, create your reason, and click Save.
   4. To select a default reason, click Edit for a reason, select Default, and save.
4. Set up reasons for the RMA and Exchange with RMA flows.
   1. In a new tab, go to Object Manager and select Return Order Line Item.
   2. Click Fields & Relationships and select Reason for Return.
   3. Verify that all the entries in the Reason For Return Picklist Values section are also in the Reason picklist in the Order Product Summary Change object.
   4. To select a default reason, click Edit for a reason, select Default, and save.
5. Set up reasons for rejection for the RMA and Exchange RMA flows.
   1. Go to Fields & Relationships for the Return Order Line Item object.
   2. In the Reason for Rejection Picklist Values section. add your reasons for why the return can’t be accepted, such asItem Is Perishable.
   3. To select a default reason, click Edit for a reason, select Default, and save.