Introduction to returns

Introduction

A return is when 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.

As items cannot be returned for different reasons (customized item, special offer, etc.), an ItemReturnJob has two arrays of items: returnableItems and notReturnableItems. These items represent the items that are, as the name suggests, returnable and not returnable. In the case of an ItemReturnJob being created automatically in the designated workflow, both arrays are filled automatically as well. An item will be placed in the notReturnableItems array if the item was part of a related Service Job that had the flag itemsReturnable set to false otherwise it will be placed in the returnableItems array.

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 create a return manually.

Please visit 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 not eligible for return) and tracks actual returned items. During interactions with the ItemReturnJob, validations ensure that only items that were handed over in the given order can be returned in the handed over 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.

Returnable and not returnable items

If in the handover process items have been marked as handed over by setting the handedOverQuantity value to at least 1, then those items will populate one of those arrays. The handedOverQuantity sets the returnable field. If there is no handover job or none of the items of the handover job have a handedOverQuantity set to at least 1, the arrays will be populated with the items of the related pick job. In this case, the returnable attribute is set by the picked quantity of the items in the pick job.

You can move items from one array to another by using the corresponding actions. Line items can only be moved if the itemReturns array of the corresponding ItemReturnJob is empty and if the returned item's value to move is 0.