Approving system-denied returns

Typically, if a customer requests a refund for a product, the return is automatically approved. However, in some cases, the return must be manually approved by someone who has authority to approve returns for the store, such as the Customer Service Supervisor.

The following are possible reasons for a manual approval:

  • The product needs to be physically returned to the store for a refund. For example, if a CD is originally marked in the system as an item to return in order for the customer to receive a refund. Then, the customer contacts the store to say that the CD was scratched during delivery. Rather than have the customer ship the product back to the store and reimburse shipping costs, the store might simply ship the customer a second CD without requiring the customer to return the defective product. In this case, the Customer Service Representative can indicate, on the system, that no physical return is required and add a note about the situation. The system denies approval for the return and the Customer Service Supervisor must manually approve this return.
  • The quantity returned is more than the quantity shipped. For example, the customer orders one book, but attempts to return three.
  • The credit amount requested is more than the amount paid for the original purchase. For example, the customer paid $100.00 for the order, but wants a refund for $150.00. This might be the case, if the customer's credit card payment was not deposited due to an account that was closed after authorization, but before the deposit.
  • The return period is expired. For example, the store might not accept returns after 10 days after the original purchase.
  • The system determines whether the returned product must be returned; however, this status was changed (such as by a Customer Service Representative).
  • The store does not have an automatic approval policy. In this case, all returns must be manually approved.


  1. Open WebSphere Commerce Accelerator
  2. Find the return that you want to work with.
  3. Select the check box next to the return that you want to work with, and click Approve to approve the selected return. The Approve Returns dialog opens, listing products in returns that require manual approval, and the reason why the return was denied by the system.
  4. Click Approve to close the dialog.