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Asset Service Lifecycle Management
Create Return Orders for Product Service Campaigns

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Create Return Orders for Product Service Campaigns

Service agents can track and facilitate the recall and return of assets in a product service campaign by creating return orders. Return orders outline the reason for the return of assets, and the source and the destination of the return shipment. You can capture how customers are reimbursed for the returned asset, the processing plan for the assets after they’re returned, and other key details. Create a return order for a product service campaign and a return order line item for each asset included in the campaign.

Required Editions

Available in: Lightning Experience
Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition availability.
User Permissions Needed
Create return order and return order line items for product service campaigns

Read access on Product Service Campaign

AND

Read access on Product Service Campaign Item

AND

Create access on Return Order

AND

Create access on Return Order Line Item

AND

Manage Product Service Campaigns user permission

Ensure that your admin has added the Return Order related list to the Product Service Campaign page layout and the Return Order Line Item related list to the Product Service Campaign Item page layout.

  1. Create a return order for a product service campaign.
    1. Open the product service campaign that you want to create a return order for.
    2. On the Related tab of the product service campaign, from the Return Orders related list, click New.
    3. Enter the account and the contact for the return order.
    4. Specify the shipping information, including the source location, the destination location, shipment type, and expected arrival date.
    5. Enter a status for the return order.
    6. Enter a description for the return order.
    7. Specify other details, and save your changes.
  2. Create a return order line item for a product service campaign item.
    1. Open the product service campaign item that you want to create a return order line item for.
    2. On the Related tab of the product service campaign item, from the Return Orders Line Item related list, click New.
    3. Search and select the return order you created.
    4. Search and select the asset related to the product service campaign item.
    5. Select a reason for the asset’s return.
    6. Select a processing plan to indicate the preferred fate of the asset after it’s returned.
    7. Enter the quantity of items that are returned and the quantity unit of measure.
    8. Select the repayment method to indicate the method to reimburse the customer for the asset return.
    9. Specify the shipping information, including the source and destination location.
    10. Specify other details, and save your changes.
 
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