You can create an unmanaged RMA return order to manually track a return for one or more
order items directly from the Order Summary page. You can create an unmanaged RMA return order
only for items that are fulfilled and associated with a managed order summary.
Note Salesforce D2C Commerce doesn’t include RMA functionality. It can process only simple
returns.
Important Because an unmanaged RMA return order doesn’t update
the order item quantities or financial information, users can create adjustments or returns for
order items already returned. So before you create an unmanaged RMA return order, make sure to
set up manual processes to synchronize your order records.
To process a return and immediately issue a refund, create a simple return with refund
instead.
From the Navigation bar, open the Order Summaries list view page.
Select the order number that contains the items to return, and open the corresponding order
summary record.
You can also open the order summary directly from the customer’s account in the Service
Console.
On the Related tab, check the Return Orders section to verify that there’s no existing
return order for the items being returned.
In the Return Orders section, select New.
On the New Return Order page complete the fields.
If a selected item already has a quantity being returned in another return order, then you
must select a different reason. Duplicating the reason breaks the refund calculation.
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