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Returning an Inventoried Product

Paige Freeman
  • Updated

A return is different from a cancellation, because with a return you can select whether you want to trigger restocking fees. When defining the inventoried product applied to the order from the Product Maintenance screen, if the Returnable checkbox is checked, then the product can be returned.

Once an order that qualified for free-shipping is processed and paid, if product(s) are returned that bring the order below the order qualification amount, the system will not recalculate the order to add back shipping charges.

The steps below assume that you are not currently viewing the order in which you want to return an item. If you are currently viewing the order in which you want to return an item, skip to step 2.

To return a line item(s) in an order:

  1. From the Orders Central page, search for the appropriate order. For more information, please see Searching for an Existing Order.
  2. From the order summary page, from the Actions menu, select Cancel Item(s).
    You must belong to a security group with UPDATE permissions to the Order.Cancel application in order for this option to display.
    The cancellation screen displays.
  3. From the Cancel Order Item(s) section:
    1. If you do NOT want to charge the constituent a cancellation fee, select the Remove Cancellation Fees option.
    2. If you want to write-off the balance of the order line(s) being cancelled, select the Write-Off All Balances option.
    3. If necessary, choose a Cancellation Reason.
    4. The Revenue Proration Effective Date defaults to today, but can be changed if necessary.
    5. If necessary, enter any Comments about the cancellation.
  4. From the Line Item Options section, expand each row to view additional details about each line in the order, such as the cancellation fee, write-off amount, reason code, and comments.
    If any order lines in the order are not eligible for cancellation, those line items will display in the Item(s) That Cannot Be Cancelled section at the bottom.
  5. Check the checkbox next to the line(s) that you want to return.
  6. Click Apply To Selected Line Items.
  7. From the Line Item Options section, click the pencil icon next to the item that you want to return, as shown below.

    The Line Item Return Options page displays, as shown below.
  8. Select whether you want the item to Return to Inventory of the warehouse.
    If the customer will not actually be returning the item because it is damaged or for some other reason, uncheck this checkbox. If this checkbox is checked, select the appropriate Warehouse.
  9. If necessary, change the Qty Returned.
  10. If necessary, enter the Cancellation Fee [restocking fee] charges for returning the item.
  11. The shipping charge for the item defaults in the Shipping Fee field. If you do NOT remove this charge, the customer will NOT be refunded the shipping charges and the shipping charge will be the new order total.
    If your association wants to credit customers for shipping when they return an item, remove the Shipping amount. Doing so will cause the Refund Amount to equal the Total Receipts amount.
  12. Select the Cancellation Reason from the drop-down.
  13. If necessary, enter any Comments about the return.
  14. Click Save.
  15. Click Update Balance to view an updated detailed breakdown of the order financials.
  16. To return the selected line item(s) WITHOUT a refund, click Cancel Only. To return the selected line item(s) AND create a refund, click Cancel and Refund instead, and you will be taken to the refunds screen and only the line items selected from the previous cancellation screen will display. For more information about the refunds screen, please start with step 4 in Issuing a Refund.