Introduction to returns

Introduction

A return is a process where a customer sends a purchased product back, seeking a refund, exchange, or store credit. The return process typically involves the customer physically bringing the items to the store or the customer initiating an online return.

Upon receiving the returned item, the item's condition is assessed, eligibility is checked based on the return policy, and a suitable resolution is provided (e.g., refund or store credit). This requires the ability to manually create a return.

Please go to the Developer Docs for more information on handling returns via returns REST API.

ItemReturnJob

An ItemReturnJob serves as a container for all potential ItemReturns associated with a placed order. It encompasses all items eligible for return and tracks actual returned items. During interactions with the ItemReturnJob, validations ensure that only items purchased in the given order can be returned in the purchased quantities.

An ItemReturnJob is automatically generated through the designated workflow after the handover process. If the handover feature is not utilized, the ItemReturnJob can be created via item return jobs REST API.

ItemReturn

An ItemReturn represents all items actually returned within the associated ItemReturnJob. It is imperative to have a valid ItemReturnJob before creating an ItemReturn.

While adding or updating an ItemReturn within an existing ItemReturnJob, item validations ensure that the returned quantity does not exceed the delivered and previously returned amounts.

Returned item conditions

When accepting returned items, the condition of the items can be defined. In the Returns App, the default value for conditions is set to "not damaged". However, there is no default value defined in the back end.

Localized itemConditions can be added to the returnConfiguration via return configuration REST API. The translation depends on the locale of the user using this endpoint and the tenantLocaleConfiguration.