Exchanges with RMA Setup

After you have installed and configured either an Order Management, B2B Commerce, or D2C Commerce org, configure Exchanges with RMA Returns.

1. Set Up Prerequisites for Exchanges RMA
   There are a few prerequisites necessary before you can set up Exchanges with RMA for your org.
2. Activate the Exchanges with RMA Flow Template
   The Exchanges RMA flow lets a customer service representative create even, uneven, and post-fulfillment exchanges. To use the flow, copy and activate the flow template, and then clone or customize the flow as needed.
3. Configure Flow for Exchanges with RMA
   Exchanges with RMA support both EnsureFunds and EnsureRefunds. These variables must be configured properly in your org.
4. Add the Exchanges with RMA Flow to an Object Page
   Give customer service representatives easy access to the Exchanges RMA flow by adding it to the Actions & Recommendations component on a Lightning page for an object. Because all orders are associated with an order summary, add the flow to the Actions and Recommendations component on the order summary page.
5. Add Country and State Picklists for Exchanges with RMA
   To let customer service representatives (CSR) select state and country codes for an address from a dropdown menu, enable state and country picklists. If you don’t enable picklists, the CSR must enter the state and country code into the address, which can slow down the CSR and cause input errors.
6. Connect B2C Commerce and Salesforce for Exchanges RMA (B2C Only)
   To get product and pricing data from B2C Commerce, set up a connection between B2C Commerce and your Salesforce org.
7. Add a Web Store Inventory Source for Exchanges with RMA (B2C Only)
   To use reservations when adding a new item to an exchange order, add a web store inventory source. Reservations help reduce out-of-stock errors by holding a product as soon as it’s placed in a cart.
8. Payments for Exchanges with RMA
   Because an exchange can result in a partial refund for the customer, you must configure payments to process this refund. You can find payment activity in the order payment summary for each order.