Apply an Item-Level Appeasement

When you apply an item-level appeasement post shipment, the behavior depends on the order status

When a unit price is changed before allocation, the changed unit price (and product tax, if applicable) is visible for the order item.
Order item quantity shows a list of available quantity from zero up to the original quantity value. An error message appears if the CSR enters a quantity higher than the original value.
Zero values are valid in all editable item fields.

Some things to keep in mind:

If price adjustments were applied to the item or to an exchanged item, the adjusted amount appears at the item level. You can't modify it in Customer Service Center. Use the Administration module to modify price adjustments.
If price adjustments are made on the invoice, they appear as separate values. The item-level adjustment is reflected in the Credit Amt column on the item's price adjustment. Price adjustments on invoices are only permitted if the invoice isn't closed.
Applying an appeasement to the price (Product and Adjustments) generates a credit memo for the full amount of the existing invoice and a new invoice for the updated amount. Applying an appeasement only to shipping and handling generates a credit memo for the appeasement amount without affecting the existing invoice.

In Order Management Customer Service Center, search for an order.
Click the order ID.
On the Order Details page, in the Items section, find the line item to be reshipped.
In the Items section, select Appeasement from the Actions list.
The Appeasement option is available if it was configured in Administration: Settings > Providers > Customer Service > Company Level.
Select the reason from the Reason list.
Specify a percent or dollar amount discount by selecting % or Fixed Amount from the list.
Enter an amount in the Credit field.
Select one or more amount types to apply the appeasement to.
Any amounts greater than the actual amounts of these charges for the order item are ignored. Any changes to the tax charge are calculated automatically.
- Product and Adjustments (Checking this box generates a credit memo for the full amount of the existing invoice and a new invoice for the updated amount.)
- Shipping
- Handling
Click Calculate.