The Agent Console includes tools that enable a customer service agent to initiate a return or exchange on behalf of a shopper. See the Using Oracle Commerce Cloud Agent Console guide for information about these tools.

You can also allow shoppers to initiate returns themselves from the storefront. The storefront REST API includes a group of Return Requests endpoints for initiating returns and calculating the associated refunds. You can enable shopper-initiated returns by building custom widgets that call these endpoints. For information about the Return Requests endpoints, see the Oracle Commerce Cloud REST API documentation.

Note that some items may not be returnable. If a product or SKU’s Not Returnable property is set to true, neither the shopper nor the agent can initiate a return for that item.