Return and copy support for classic configured model sales orders

Redwood Platform

Enables sales orders containing configured models that were created and closed using classic pages to be returned or copied from the Redwood redesigned sales order pages. This feature also supports returning fulfilled configured model items through Sales Return Order Assistant even when the original order has not yet been closed.

Sales Return Order Assistant Enhancement:

This enhancement lets users process returns from customer conversations without having to move between Redwood pages or manually determine which underlying model, option, and coverage lines are eligible. The current Redwood UI restriction blocks return actions for models, especially when the model was created using the classic configuration rules which prevents the Sales Return Order Assistant from handling valid customer return requests for configured products and coverage products.

Get these benefits

  • Consistent agent-driven return flow for configured products.
  • Reduced manual intervention for models and coverage returns.
  • Support for coverage returns even when the covered item is in another outbound order.
  • Support for covered-item returns for standard, kit, and PTO items when coverage exists.
  • Aligns agent behavior with referenced return order creation instead of Redwood UI limitations.
  • Improves customer experience by processing a complete return request from Ask Oracle.


With this new feature users can now do the following: 
 

  • Return an order that contains one or more models.
  • Return a model created with old configuration rules.
  • Return  a model created with new configuration rules.
  • Return a model covered item when coverage is associated and the model is created with old configuration rules.
  • Return a model covered item when coverage is associated and the model is created with new configuration rules.
  • Return a standard covered item when coverage is associated to it.
  • Return a kit covered item when coverage is associated to it.
  • Return a model covered item when coverage is associated to it.
  • Return coverage associated to a covered item in the same outbound order.
  • Return coverage associated to a covered item in a different outbound order.
  • Return coverage by selecting the coverage line itself, when the coverage line is return eligible.

Copy Order Enhancement

Customers need a quick way to create a new order from an existing order that contains ATO/PTO configurations. The current Redwood restriction disables Copy Order for orders containing models configured using the classic pages, before the user can create a draft order, even when the customer has opted into Redwood configured item support. This creates an unnecessary hard stop and prevents users from using Copy Order as a productivity flow.

With this new feature users can now do the following copy and resubmit actions:

  • Copy the full ATO/PTO model structure into the new draft order, including model parent, option classes, selected options, configured item, included items, and child component lines as applicable.
  • Copy additional entities and extensible attributes according to the user's Copy Order selections and existing Copy Order behaviour, including line EFFs, attachments, sales credits, billing plan, and other supported child entities where applicable.
  • Copy Transactional Item Attributes (TIAs) according to existing configured product copy behaviour and user copy choices.
  • Resubmit a copied order, or delete the ATO item from the order if the model fails configurator validation at the time of order submission. User can resubmit the order after migrating or creating new configuration rules for the model in Redwood.
     

Steps to enable and configure

You must opt in to feature: Redwood: Create and Manage Sales Orders to view and create orders in Redwood. If you’ve already opted in to this feature previously, then you can use the Copy Order enhancement without any additional steps.

To use the Sales Return Order Agent, follow the steps mentioned in the Steps to enable and configure section of this document. 

Tips and considerations

  • The Sales Return Order Assistant uses referenced return order creation. Unreferenced return for models remains out of scope.
  • Coverage lines are always associated to a covered item.
  • The Sales Return Order Assistant returns an ATO model as a complete model. Individual options, components, and remnant lines can't be returned separately.
  • Coverage is returned only when it is eligible. Subscription returns remain out of scope unless the return service and policy explicitly enable them.
  • Copy Order creates a draft first; submit succeeds only when the copied model configuration passes CZ validation.
  • The copy order action may not be available in a few scenarios such as:
    • User lacks required Copy Order or create order privilege.
    • Order is not otherwise eligible for Copy Order under existing Copy Order rules.
    • Order is blocked by an existing interoperability rule unrelated to the old-rule i.e. model copy restriction.
    • Copy processing is already in progress for the same source order if existing concurrency checks apply.

Key resources

Sales Return Order Assistant

Redwood : Manage Configured Items in Sales Orders

Access requirements

There are no new access requirements defined for the Sales Return Order Assistant as part of this enhancement.

For the copy order enhancement, no new access requirements are defined. Existing copy order and create order privileges continue to apply.