Creating order returns

You can create order returns for products that customers want to return. You can use several methods for handling order returns: returns with receipts, returns without receipts, and return overrides for nonreturnable items. Although these three order return methods are slightly different, they all follow the same general return workflow.

About this task

In the return workflow, you create the return, enter the return details, add any additional line items, review and manage the line items, charges, and payment details. The amount of information that you need to enter depends on whether your customer has a Return Merchandise Authorization (RMA) number, or knows the existing order information. When a customer wants to return an item that is designated as nonreturnable, you can return the item if you have approval authority to override the return policy. To override the return policy, you need to have a previously-created override rule that includes an approval plan and lists you as an assigned approver. For information on creating an override rule and assigning approver permissions, see Adding an override rule.

Procedure

  1. Log in to Order Hub.
  2. From the menu, click Orders > Outbound. If returning an order without a receipt, from the order search, click Create return.
  3. Locate the order that contains the item that you want to return by entering the search criteria and clicking Search.
  4. Check the checkbox next to the order, and select More actions > Create return.
  5. Create the order return by specifying the following data.
    1. Specify the Return number.
    2. Specify the Return type.
    3. Select the order line that you want to return.
    4. Specify the Return quantity.
    5. Click Confirm. The system confirms that you successfully created the return order.
  6. Specify the return details. Depending on whether you have a RMA number or the order information, some fields are prepopulated. You need to scroll down to view all fields.
    1. If the item that is being returned was a gift and is being returned by the gift recipient, toggle the Return by gift recipient to on.
    2. For Customer information, if you have the order information, select Load existing profile. If you do not have the order information, select either Create profile or Continue without profile.
  7. Click Next.
  8. Specify the Add lines information and click Next.
    1. To add line items to the return order, search for and enter the additional items, specify the quantities to return, and click Add.
    2. If there are no items to add to the return order, click Next.
  9. Review the lines to be returned.
    Note: If any of the items are nonreturnable, you see a caution icon and the word Override next to the line item. If you are an assigned approver in the override rule approval plan, click Override. Enter a description for the override and click Apply. You see a confirmation notice that the return policy violations were overridden for the item.
  10. Scroll to the right and specify a Return code for each line item. Make any other updates to the order lines and then click Next.
  11. Specify the charge information for the Header, Order lines, and Charge summary tabs, then click Next.
  12. Select the applicable Payment rule and Payment method, and click Next.
  13. Review the return, make any needed changes, and click Confirm. The system confirms that the return was successful and provides you with a return number.