Submitting a Return Merchandise Authorization Order

A customer telephones a call center to return recently purchased merchandise. The call center agent creates a return merchandise authorization (RMA) order and gives the customer the address where the merchandise must be shipped.

The customer telephones again five days later and asks for the status of the order. The call center agent says the merchandise has been received in new condition. Because ordering and fulfillment are integrated, the agent knows that the fulfillment center has received the returned merchandise.

Note: Users cannot revise RMA orders. Distributed order orchestration does not support exchanging returned merchandise for different merchandise.