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            Create a Simple Return with a Refund

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            Create a Simple Return with a Refund

            Use the simple return workflow to process a return for one or more items and issue a refund. For example, a customer can use a return slip included with the order invoice to return items directly to you without contacting a service rep or creating a return request online. If you don’t track returns that are initiated online or through a service rep, you can also use this workflow. You can process a simple return with a refund only for items that are fulfilled and associated with an order summary.

            Required Editions

            To track returns and verify the quantity and condition of returned items before you issue a refund, instead create a return management authorization.

            1. From the Navigation bar, open the Order Summaries list view page.
            2. 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.
            3. On the Related tab, in the Return Orders section, confirm that there’s no existing return order for the items.
            4. From the Actions & Recommendations list, select Return Items.
            5. On the Return Items page, select the items to return, and click Next.

              Only eligible items are listed.

              If you select a product bundle, all child products are selected. You can manually select or deselect child products, however a refund is processed only if the bundle item is selected. We recommend reviewing your store's bundle policy.

            6. For each item selected, enter the required information. Or, to return items in bulk, use the Apply to All Items row.
              If you're processing a bundle, you can modify the quantity of child products, however the refund isn’t prorated even if only some of the child products are returned.
            7. Click Next.
            8. Review the return information, and submit the return.
            9. Click Finish.

            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.

            See Also

             
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