Receive Returns and Create Exchanges

When a returned item is received and a return order exists in Order Management, the site associate must record the physical return. When an item is received, a return is created and the credit is applied. With a blind return, an item is returned to the Fulfillment site without prior notification by the customer. With a blind return, a Return Order is created in the Fulfillment Center.

When the return order exists and the returned item is received, an exchange can be made for the returned item, if appropriate. Price adjustments for returned or exchanged items are reflected on the Return Order details page. Exchanging an item can be an uneven exchange item. For example, the exchange item price can be greater or lower than the price of the returned item.

Order Management uses Salesforce B2C Commerce as a single price calculation engine to reprice exchange orders as follows:
Note: To retrieve exchange pricing from B2C Commerce, be sure to configure the following Demandware Provider settings:
  • Pricing Engine
  • Shipping Methods Map
  • Pricing Engine Endpoints

You can search for a return order and exchange an order item as follows:

  1. In Order Management Customer Service Center: click Find Return Order from the Actions menu.
    The Existing Return Order Search form opens. Along the top of the page are the search criteria fields, which you can use to filter your search results.
  2. Click Search.
    A list of return orders meeting the search criteria appears. The limit is 250 orders.
  3. Click the ID of a return order.
    The Return Order Details page opens.
  4. To record that a physical item has been received and a return order exists, click Receive along the top right of the page.
  5. To exchange an item from the Items Returned section, click Exchange.
    The Add Return Order Exchange Items form opens.
    • The existing return item appears in the Exchange search box by default.
    • The expansion menu shows the parent item (if one exists) and the item variations. The returned item is highlighted. The name and product ID number, availability (Yes or No), and the price appear for the parent item and its variation items.
  6. To select a master item variation, such as exchanging a green tie for a red tie, click + to the left of the item name.
    An expanded dropdown menu shows all the available item variations, such as size or color. The selected item is highlighted.
  7. To select a different item to exchange, such as exchanging a tie for a scarf, type the item name or number in the Exchange search box.
    An expanded dropdown menu shows all the available item variations, such as size or color. The selected item is highlighted.

    If you entered a general item name in the Exchange field, such as 'scarf', more than one master item can appear.

  8. Click + to select the desired item variation.
    B2C Commerce returns the quantity, description, unit price, shipping, handling, and shipping method for the exchange item. If there is an existing promotion associated with the exchange item, B2C Commerce returns that information (view-only mode) as well.
    • Quantity
    • Description
    • Unit Price
    • Shipping cost
    • Handling cost
    • Shipping Method
    • Actions
  9. To override the unit price, shipping cost, handling cost, or shipping method received from B2C Commerce, hover over the existing price (in blue text). When the pencil icon appears, click in the field.
    The field is now editable.
  10. To change field values, enter a positive or negative value in the editable field. Precede the value with a minus '-' for a discounted price. Once you save the item adjustment and the Return Order detail page reappears, the negative adjustment appears in parentheses, such as ($2.00). When you enter the value of -2.00, the field refreshes and appears as ($2.00).
    1. Enter the adjusted amount in the appropriate field. Precede the value with a minus '-' for a discounted price. When you enter the value of -2.00, the field refreshes and appears as ($2.00).
  11. To change the shipping method, hover over the existing price (in blue text). When the pencil icon appears, click in the field.
    The field is now editable.
    1. Click the arrow on the right of the field for the dropdown list of available shipping methods.
    2. Click the desired shipping method.
  12. To add an item-level adjustment, hover over the arrow in the actions field and select Add Item Level Adjustment.
    The Promotion ID, Promotion Description, and Unit Price fields can be edited. Only one item-level adjustment can be added.
    1. Hover over the field (in blue text) and click the pencil icon in the field.
      The field is now editable.
    2. Enter a positive or negative price adjustment in the editable field. Precede the value with a minus '-' for a discounted price. Once you save the item adjustment and the Return Order detail page reappears, the negative adjustment appears in parentheses, such as ($2.00). When you enter the value of -2.00, the field refreshes and appears as ($2.00).
  13. Click the trash can icon to delete the promotion.
  14. To accept the changes, click Save. To return to the previous page, click Back.
    When you click Save, the Return Order Details page opens. B2C Commerce returns the repriced values. The tax is automatically recalculated. Gross or Net taxation policies are reflected. The price adjustment for the item is reflected in the Exchange Items section.