Order And Order Line Item Eligibility Criteria For Creating Return/Cancellation Requests Through Returns

TABLE OF CONTENTS

Introduction

Znode application allows users to create multiple Returns (or Return/Cancellation Requests) for a single order. This article provides information about the criteria that are checked for “Order” and “Line Items Of Order” to be eligible for Returns. 


General Considerations

  1. There is no difference in Return or Cancellation Requests in Znode since the line items that are shipping are considered as items for Return and line items that are not shipped are considered as items for Cancellation

  2. One of the order line item eligibility criteria for Return is the line item’s RMA duration check. RMA duration indicates the maximum number of days within which a Return can be requested after a line item is ordered or is shipped. If line item status is Submitted, then the date from the Order Date is considered for checking the eligibility and if line item status is Shipped, then the date from line item Shipped Date is considered for checking the eligibility.
    Note:

    1. If the Shipping Date is not available then the Order Date is considered to check the RMA period.

    2. The maximum number of days within which a Return can be requested can be configured from the Znode admin application - Admin > RMA Configuration screen

    3. This eligibility criterion was checked for Order instead of line items when the Returns module was implemented in Znode 9.6


  3. A Return is said to be complete if it has any of the following statuses:

    1. Approved

    2. Partially Approved

    3. Refund Processed

    4. Rejected

  4. A Return is said to be incomplete if it has any of the following statuses:

    1. Submitted

    2. Not Submitted

    3. In Review

    4. Received

  5. A Return can also have a status as Draft, such Returns are not considered as submitted requests and these Returns are only visible to customers in their account dashboard on the web store

  6. To consider eligibility criteria for orders and order line items for Returns, the line items which are only available in order (in the Products Ordered section only on the Manage Order screen) are considered


Eligibility Criteria

Znode application first checks if Order is eligible for Return, if it is then checks that at least one line item is eligible for Return, if it is then only the complete Order is considered as eligible for Return.


Eligibility Criteria For Order


Any Order is not eligible for Return if any of the below mentioned criteria is not met:-

  1. It has status as Cancelled

  2. It has status as Failed

  3. All line items in the order have passed their respective RMA duration based on their line item status

  4. No line items in the order have line item status as Shipped or Submitted

  5. No line items are in order

  6. All line items with all quantities in order (in Products Ordered section only on Manage Order screen) are available in incomplete Return(s) with all the quantities as Expected Qty with any of the following Return line item statuses:

    1. Submitted

    2. In Review

    3. Received

    4. Approved

    5. Partially Approved

    6. Rejected

  7. All line items with all quantities in order are available in completed Return(s) with all the quantities as Confirmed Qty with Return line item status as Approved.


Eligibility Criteria for Line Items Of Order


  1. When a line item does not have Shipped or Submitted as line item status in order then the respective line item is not eligible for Return.

  2. When line item status is Shipped,

    1. If the Shipping Date is saved along with the line item

      1. If the duration within which the Return can be requested after Shipping Date is passed then the line item is not eligible for Return, otherwise is eligible.

    2. Else

      1. If the duration within which the Return can be requested after Order Creation Date is passed then the line item is not eligible for Return, otherwise is eligible.

  3. When line item status is Submitted

    1. If the duration within which the Return can be requested after Order Date is passed then the line item is not eligible for Return, otherwise is eligible.

  4. Even if line items with some/all quantities are in draft Return then also if the line items are eligible for a Return then all eligible quantities (including the quantities available in the draft Return) are eligible and displayed in the Available Qty column while creating a Return from admin.

    Note: This criterion is only considered when a Return is created from the admin application.

  5. If line items with some/all quantities are in draft Return then if the line item is eligible for a Return then only the quantities which are not available in other draft Returns are eligible and will be displayed in the Available Qty column while creating a Return from the web-store.

    Note: This criterion is only considered when a Return is created from the web store application.

  6. If a line item is in order and is in an incomplete Return(s), then only the quantities which are not available in any Return as Expected Qty are eligible for Return.
    Note: When no quantity is eligible for a Return, then the line item itself is not eligible for Return.
    Example 1:
    Say 5 quantities of product Demolition Gloves are in order, out of which 3 quantities are already available in an incomplete Return as Expected Qty, then for a new Return creation for the same order only 2 quantities of product Demolition Gloves will be eligible.

    Example 2:
    Say 5 quantities of product Demolition Gloves are in order, out of which 5 quantities are already available in an incomplete Return as Expected Qty, then for a new Return creation for the same order no quantities of product Demolition Gloves will be eligible for Return. This means the product Demolition Gloves will not be eligible for return.


  1. If a line item is an order and is in a completed Return having some/all quantities as rejected, then all the rejected quantities are eligible quantities of the line item for return.
    Example 1:
    Say 5 quantities of product Screwdriver are in order, out of which 5 quantities are already available in a complete Return where Return Status is Rejected. This means Return line item status is also Rejected and Confirmed Qty for product Screwdriver is 5. When a new Return is created, all 5 quantities of product Screwdriver will be eligible for return

    Example 2:
    Say 5 quantities of product Screwdriver are in order, out of which 3 quantities are already available in a complete Return where Return Status is Rejected. This means Return line item status is also Rejected and Confirmed Qty for product Screwdriver is 3. When a new Return is created, all 5 quantities of product Screwdriver will be eligible for return

    Example 3:
    Say 10 quantities of product Screwdriver are in order, out of which 7 quantities are already available in a complete Return where Return Status is anything but Rejected and where 7 quantities are Expected Quantity and 6 quantities are Confirmed quantities and Return line item status is Approved. When a new Return is created, 4 quantities of product Screwdriver will be eligible for return


  1. If a line item is in order and is in a complete as well as is in an incomplete Return then the scenarios mentioned in points 6 and 7 will be considered.



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