Manage Return Orders

When you click the link for the Return ID, the Return Order details page appears.

This table describes the fields and buttons that appear on the Return Order details page.

Fields and Buttons Description
Void button Voids the return order. Any return order fees are also voided, if appropriate.
Suspend or Resume button Suspends or resumes the return order process. This button appears during certain workflow states.
Receive button Records the physical return when returned Items are received at a site and a return order exists for them.
Send Email button and link Opens a Send Email page. You can base the email on a template by selecting an email template from the Copy Template dropdown list. Click Send to send the email or Close to discard the email without sending it.
Add Activity button and link Opens an Add Activity page. You can assign an activity code or result code using the dropdown lists. Click Submit to save the activity to the order record or Close to discard the activity without saving it.
Created and Updated The date and time the return was created and last updated, if applicable.
General General return order information including Return Order ID, Order ID, Return Order Date, Created Date, Last Updated Date, Customer name, and Reference ID.

You can view sales order information by clicking the Order ID to view the Order details page.

Billing Address The customer's billing address information.
Shipping Address The customer's shipping address information, including any notes.
Fees The name and cost of any fees that were associated with the return, such as a restocking fee.
Note: Return order fees are voided when a return order is voided. However, if a return order fee was previously captured and the invoice was closed, the fees must be manually adjusted in the Administration module.
Items Returned Item information including the Line, item Code, Description, Quantity, RD (returned), Credited items, RP (replaced), Unit Price, Gross Unit Price, Tax, and Extended Price. For return orders using the gross tax policy, the gross unit price of the returned item includes the tax amount. Summary information includes: Subtotal of line items, order-level Price Adjustments, Tax, Shipping, and Total. The Return order reason code is also shown. For example, Fraud Prevention Cancel.
Note: The currency code and currency symbol of the order appear. The number format is in the format of the current user account's locale. See Localization.
Note: The Price Adj. field in the Summary section combines all order-level price adjustment into a single net amount. If you hover over the blue Information icon (), any price adjustment details are provided (Description, Unit Price, Tax, and Extended Price). These details include both the order-level price adjustments received from Salesforce B2C Commerce and any manual order-level discount applied in Customer Service Center. For return orders using the gross tax policy, the price-adjusted gross unit price includes the tax amount.

You can perform the following actions on an item:

  • To view the item details page, click the item code. To view the order details page, click the Order ID.
  • To exchange this item, click Exchange.
Exchange button Creates an exchange for an item. The Add Return Order Exchange Item page opens.
Note: The tax fields are only shown for net orders when the Tax checkbox is selected in the Customer Service provider.
Exchanged Items The exchanged items with the Subtotal, any Price Adjustment, Tax, Shipping, Exchange Order Total, Credit Memo Total, and Credit Due to the customer, if any. For exchanges using the gross tax policy, the gross unit price for the exchanged item includes the tax amount.
Credit Destinations/Payment Methods The credit method or payment methods that were applied as part of this return. Shows the payment type, maximum credit or payment allowed, name, email, phone, last four digits of the payment method number, expiration date, and number of orders.

You can also do the following:

  • To add another payment method, click Add Credit Destination.
  • To delete this payment method, click the trash can icon (???).
Add Credit Destination button Opens the Add Return Order Credit Destinations page so you can add another payment method.
Trash can icon ??? Deletes the shown payment method.
Credit Memos/Invoices The credit memos or invoices associated with the return order. A refund is issued against an invoice via credit memo. The credit memo lists each item that was paid for by the invoice.

Information shown includes the invoice ID, the invoice type, date, description (customer name), currency code, total amount, balance, status of the credit memo, and a flag.

You can add a transaction as follows:

  1. Select the type of adjustment (debit or credit) from the Type list.
  2. Change the amount of the adjustment in the Amt field.
  3. Provide a description of the adjustment.
  4. Click Add Transaction.

The credit memo changes with the updated transaction information. This activity is also recorded in the Activity History section of this page.

Payments Payment information, including the payment ID, date, payment method, description of the last transaction, payment amount, captured amount, refunded amount, balance, and status of the transaction.
Returns Information on related returns including the return order ID, date, catalog, site, customer, address, currency, and total. You can click the return order ID to view the Return Order details page.
Activity History Activities performed on the return order with username, activity type (such as event), title or to, date, and description (received, approved). This section also includes a link to send an email or add an activity.

Add Return Order Credit Destinations

The Add Return Order Credit Destination page lists the currently eligible credit destinations and payment methods, with the total amount to credit.

This table describes the fields and buttons that appear on the Add Return Order Credit Destinations page.

Fields and Buttons Description
Apply Credit checkboxes Used to select the payment method to be used for the credit. Options include the original payment method, a gift card, or none (credit memo).
Max Credit Amount The maximum amount of the credit for each payment destination. No payment method can be credited more than the amount that was originally charged. For example, if payment was split between two cards, then you can't credit either card with more than the amount originally charged to it.
Payment Type The type of payment, such as MasterCard, Visa, American Express, Gift Card, or Credit Memo.
Payment Number The encrypted payment card number. Only the last four digits appear. (For gift cards, the gift card number can be entered here.)
Expiration Month The month (MMM) when the payment method expires.
Expiration Year The year when the payment method expires.
CVV The Card Verification Value (CVV) number, which is used as a security feature for the payment method.
Add New Payment Method button Shows the Add New Payment Method form. This form contains all the fields required for a payment method. A payment method added here can only be used for payments, not to receive credits (until after it has been used for payments).
Save button Saves the added or modified credit destination or payment methods.
Close icon ??? Closes without saving any changes.

New Payment Method Form

When adding a payment method, the New Payment Method form appears with all the fields required for a payment method.

This table describes the fields and buttons that appear on the New Payment Method form.

Fields and Buttons Description
Card holder Name The name of the card holder as it appears on the card.
Payment Type dropdown A dropdown list to select the type of payment such as MasterCard, Visa, American Express, Gift Card, or Credit Memo.
Card Number (required field) The encrypted payment card number. Only the last four digits appear. (For gift cards, the gift card number can be entered here.)

Card Expiration dropdown

The month (MMM) and year (YYYY) when the payment method expires.
Card Verification (required field) The Card Verification Value (CVV) number, which is used as a security feature for the payment method.
Billing Country dropdown A dropdown list of countries configured in the Administration interface.
Note: Address format is based on country-specific rules for the included fields and their order of presentation.
Billing Address The address lines of the card holder.
Billing Postal Code The ZIP code of the card holder.
Billing City The city of the card holder.
Billing State/Province dropdown A dropdown of states or provinces (as applicable for the country selected) for the card holder.
Phone The primary phone number of the card holder.
Email The email address of the card holder.
Max Payment Amount The maximum amount of the payment that can be applied to the payment destination.
Save button Saves the new payment information.
Cancel button Exits without saving any changes.