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Close a Return Order for Exchange with RMA

After you've received the returned order items from your exchange, you can close the return order. Closing the return order completes the return portion of the exchange. The funds necessary to fund the new products only become available after the return order is closed.

Required Editions

View supported editions.

If haven't already, copy and activate the RMA Create Credit Memo and Ensure Refunds flow.

Quantity fields don’t display automatically on the Return Order Line Item page. Because you use the quantity fields to verify and update item quantities before closing an RMA return order, add these quantity fields to the Return Order Line Item default page layout.

  • Quantity Expected
  • Quantity Received
  • Quantity Rejected
  • Reason for Rejection
  1. From the Navigation bar, open the Return Orders list view page.
  2. Select the return order number to close, and open the corresponding return order record.

    You can also open the return order directly from the associated order summary.
  3. On the Related tab, open each return order line item.
  4. Verify and update these fields.
    • Quantity Expected
    • Quantity Received
    • Quantity Rejected
    • Reason for Rejection

    If the quantity received is less than the quantity expected, or you reject any of the returned items, Order Management updates item quantities and financial information automatically.

    If you receive more than the quantity expected, you must create a separate return order for the extra items.

  5. Save your changes, and go back to the return order record.
  6. On the Details tab, change the status of the return order to Closed, and save your changes.

Order Management creates a change order, generates a credit memo, and refunds the customer’s payment. Order Management also updates the item quantities and financial information on the Order Summary and associated objects. The updated quantities show the items that are still fulfilled. If the quantity for an item is reduced to 0, the status of the item changes to Returned. Otherwise, the status reflects the quantity that wasn’t returned.

See Also