Loading
Upcoming Mandatory Changes to Public Key Infrastructure (PKI)Read More
Agentforce Field Service and Operations
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Track Customer Returns in Field Service

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Field Service and Operations

            Track Customer Returns in Field Service

            return orders to facilitate the return and repair of items that were sold to customers or supplied to field service workers.

            Required Editions

            Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
            The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
            User Permissions Needed
            To create return orders: Create on return orders
            To view return order line items: Read on return orders
            To create, update, or delete return order line items: Edit on return orders
            1. From the Return Orders tab or the Return Orders related list on a record, click New.
            2. Enter an account and contact associated with the return order.
            3. Enter an associated product request. For example, if a mobile worker is returning an unused item, select the related product request that the product was intended to fulfill.
            4. In the Returned By field, select the user returning the items.
            5. Enter a source and destination location, if applicable. For example, if the return order tracks the return of products from a customer’s facility to your main warehouse, select the warehouse as your destination location.
            6. Enter a shipment type, address, and the date the returned products are expected to arrive at the destination location. The Ship From Address represents the location of the items at the start of the return or repair. For example, if a customer is returning an item, enter the customer’s address.
            7. Add notes or context about the return in the Description field.
            8. Save your changes.
            9. In the Return Order Line Items related list, add a line item for each product being returned.
              1. Click New.
              2. To represent the items being returned, fill out one of more of the following fields: Asset, Order Product, Product, Product Item, and Product Request Line Item.
                Note
                Note If you enter a product item, select the product item associated with the source location of the returned items.
              3. Enter a quantity and unit of measure. If a product or product item is selected, the unit of measure is autopopulated.
              4. Select a reason for the return.
              5. In the Processing Plan field, indicate what should happen to the returned item.
              6. In the Repayment Method field, indicate how the owner should be reimbursed for the return. If the return order is tracking the return of items from van stock to an inventory location, you’ll probably leave this field blank.
              7. If needed, update the source and destination location. These are inherited from the return order, but can be updated.
              8. Add notes or context about the returned items in the Description field.
              9. Save your changes.
            • Guidelines for Tracking Customer Returns
              Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier.

            See Also

             
            Loading
            Salesforce Help | Article