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When a customer is not satisfied with the product they have purchased, they can call a customer service representative (CSR) to create a return. A CSR can create, view and edit returns. Editing a return includes adding items to the return, removing items from the return, changing the credit method, credit amount and other key information, or approving it for further processing.

WebSphere Commerce does not support return commands on non-ATP inventory models.

A Return Merchandise Authorization (RMA) is created from a return by the WebSphere Commerce Server. The returned merchandise is to be accompanied by the RMA number. This will uniquely identify the merchandise as being associated with an approved return.

There are different entry points to access the returns functions:

  1. From the Create entry on the Returns menu

  2. By selecting "Find Order Item" from the Returns menu.

  3. From the Returns page on a customer editor

The terms "Return" and "RMA" are often used interchangeably.

Related concepts

ATP inventory information model

Related tasks

Add a return item to a return

Approve a return

Cancel a return

Create a return

Edit a return

Find a return

View a return item

Delete a return item

Submit a return

Create a tickler for a return

View a return receipt

Related reference

ATP inventory data model


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