Returns on orders can be completed from fulfilled orders received by the shopper. Either agents or shoppers can begin the returns process.
Note: Shopper-initiated returns are not available in the storefront by default. This feature requires custom development. Refer to Support returns and exchanges in Extending Oracle Commerce Cloud for more information.
Processing returns as an agent involves the following phases:
Creating the return request for the item or items to be returned.
If an item has been designated as non-returnable (for example, personalized or some food products), neither the shopper nor the agent can create a return request for that item or items. All other items in the same order not marked as non-returnable are eligible for a return request.
Accepting the items received from the customer and approving the Return Request.
Processing the refund to the customer from either single or multiple payments mode. For more information, see the Understand single and multiple payments section.
To process and submit the initial return request:
Complete an order search, and click the appropriate order number link to open the Order Details page.
To continue with a return, the order must be in Fulfilled status. The customer may have already received the order, but this is not a requirement to process and submit the initial return request.
If you search by status, the following table shows the choices:
Status
Description
Being Processed
An intermediate system status used prior to moving to another status.
Fulfilled
The order is complete, shipped, and delivered to the customer.
Pending Removal
An intermediate system status used prior to moving to another status.
Removed
The order has been canceled and not shipped to the customer.
Submitted to Fulfillment
The order has been submitted to the warehouse staff to begin fulfillment.
On the Order Details page, you can click the Return History link to review any past returns associated with this order. The Return History shows:
Any previous Return Request numbers.
When each request was made.
The number of items involved.
The refund amount, status, and actions associated with the return.
In the Order Items section, click Return Items to create a return request for the order. The Return Items button is displayed even if there are no items available to be returned. In this case, when you click the button, a message is displayed informing you that there are no items available to be returned.
When returning a product whose quantity is made up of externally-priced (for example, a shopper bidding on an item) and additional standard list priced items, the standard list priced items are returned first. If additional items are selected for return beyond the number of standard list priced items, then the externally-priced items would be returned.
As an example, a shopper has purchased a product. The first two of the quantity have been externally-priced at $50.00, and the shopper has purchased an additional item at the list price of $75.00. The shopper is now returning two and keeping one. The first item would be returned at $75.00 and the second item would be returned at $50.00. The shopper would still have one item priced at $50.00.
For returns that result in orders with a negative refund, see Create return requests for negative refunds.
Click the icon to review the quantity shipped, the quantity previously returned, and the quantity of items available for return.
In the item Quantity field, type the quantity of items the customer wants to return. The quantity must be equal to or less than the number of items available for return.
Note: If the order was sent to multiple addresses, select the item and address associated with the item to be returned. For more information, see the Understand shipping section.
In the Return Reason column, select a reason from the menu.
Enter the quantity and reason for return for any other items in this order that are available for return.
Click Calculate to show amount of estimated refund for the return request.
Tax is included in the item price, so a refund of the item price automatically refunds the corresponding tax amount. You can modify the tax amount on the Refund page by clicking the Edit icon next to the tax amount. Modification of the tax amount does not impact the refund amount.
Once you complete the processing of the return items, click Submit. The return request has been created.
The customer should be advised as to how to package and ship the items to the appropriate location. When the items are returned to your ship-to location, the refund can be processed.
Once the customer has returned the item or items to the appropriate ship-to location, you can process the return to reimburse the customer.
To accept the items and process the refund:
Click Returns Processing at the top of the page and complete a return request search.
Once you locate the Return Request, you can either review the entire order and its history by clicking the Order number link, or in the Actions column, click Receive.
If you reviewed the Order, in the Return History section, click Receive for the appropriate item.
Once you click Receive, the Acknowledge Receipts page appears.
From the menus, select the quantities to receive and the disposition of the return request. The disposition can be one of the following:
Accepted with refund.
Rejected with refund.
Rejected without refund.
Add any comments to the field.
Click Save to save the quantity and other information.
Click Refund. The Return Request – Refund page appears.
On the Return Request – Refund page, do the following:
When completing a return, you can refund the amount due to any of the credit/debit cards or gift cards used for the order. The order amount can be distributed in any way you find necessary. For example, if a shopper paid for the order using two gift cards and a credit card, and the refund was $30, you could put the full amount on a single card or put $10 on each of the three cards.
For more information on refunding from the multiple payments mode, see the Understand single and multiple payments section.
If no changes to the system-generated refund amounts are made, click Initiate Refund.
If the Initiate Refund button is replaced by the Mark Manual Refund button, see the Mark return requests for manual refunds section.
If you make changes to any of the amounts—Refund, Shipping, Tax, Return Fee, and Other Adjustments—once you make the changes, click Apply to save the changes, and then click Initiate Refund.
Any agent can edit and save the refund values. If the values are edited, only an Agent Supervisor can process the refund.
In an order using the PayPal option, on the Return Request page, the Refund Mode section shows the refund is made through PayPal along with the amount to be refunded.
For information on PayU Latam in regards to returns, see the Understand PayU Latam use section.
The status for this order under Return History changes to Complete.
