Manage Return Merchandise Authorizations

The new return order data model allows you to build return merchandise authorization workflows for return order tracking and management.

Where: This change applies to Salesforce Order Management, which is available for an additional cost in Lightning Experience in Enterprise, Unlimited, and Developer editions.

Who: To use the return order data model, you need the Use Return Order and Use Return Order APIs permissions.

Why: The return order data model includes new and updated objects that you can use to build return merchandise authorization workflows. Use these workflows to track and manage return orders from the initiation of a return request to the physical receipt of returned items and on through to refund processing. Using the data model, you can create an unmanaged return order and associate it with an Order Summary. Use the unmanaged return order to track the return and create a change order and credit memo for refund processing when you receive the returned items.

  • The Order Summary does not track the state of the return order. However, you can see the status of the return order on the Related tab of the Order Summary.
  • The return order does not update the financial information on the Order Summary or associated objects.
  • The return order does not update the order item quantities on the Order Summary or associated objects.

Be sure to set up manual processes to keep your order records synchronized with your unmanaged return orders. Or, create a custom workflow using the return order objects to more fully automate return order processing.

Return order data model diagram.