Returns and refunds

A return is a record of a customer's request for a refund, to return merchandise, or both. The term is used whether an RMA is issued in advance of merchandise receipt or the transaction is begun at the time of merchandise receipt. You can use the return merchandise authorization (RMA) function in both available to promise (ATP) and non-ATP inventory-enabled stores.

If a customer is not satisfied with their purchase, the merchant can offer a refund for the purchase. To return an order (or an order item or a product within an order), it must first be in one of the following states:


Some products might be configured as non-refundable; for example, for hygienic reasons, intimate apparel is not refundable. Whether the merchandise must be returned for a refund is configurable at the product level. For example, a specialty food dealer might want non-perishable food to be returned but not fresh produce. A suggested refund amount and possible methods for issuing refunds are calculated according to system settings and policies. System settings and policies can be overridden with the appropriate level of security. The merchant might choose to issue RMAs in preparation for receiving returned merchandise and issuing a refund.

The possible payment methods for issuing a refund are calculated by using system settings and policies. The default implementation uses a simple calculation. A refund might be issued against the original form of payment or to a line of credit, depending upon system policies.

If the merchant chooses to issue RMAs, the RMA can be created using a self-service interface using an automatic approval mechanism that is built into the returns management system. A Customer Service Representative can also create an RMA or modify an existing one. The Customer Service Representative can make any necessary adjustments and manually approve an RMA. A customer can request an authorization to return products. With the Customer Service Representative's assistance, an RMA can also be issued for products that are ordered by others, such as gifts, products ordered outside the customer's business organization, or for items where the original order cannot be identified.