Return order line items

Create an order and add a return order line item

To create an order and add a return order line item to the order, perform the following steps:

1. Log in to the Zuora application and then navigate to Customers > Orders. The Orders page opens.

2. Click Create New Order at the top right. The Create New Order page opens. 

3. In the Order Overview area, enter the name of the account that owns the order in the Account field. This must be the order account that owns the sales order line item you are to return. 

   You can enter the account by clicking either Account Name or Account Number, as follows:

   • If you click Account Name, type part of the account name in the Account field, and the filtered accounts can be dynamically listed for your selection.
   • If you click Account Number, type the complete account number.

4. In the Order Date field, enter the order date you are to assign to the order.

5. From the Order Category dropdown list, select Return. Then, you can see the following options are displayed for the return order line item:

   • The Reason Code dropdown list 

   • The Return Order Line Items area

6. (Optional): From the Reason Code dropdown list, select a reason code to indicate the reason for your product return. Options on the Reason Code dropdown list can be configured in Billing Settings > Configure Reason Codes. For more information, see Configure Reason Codes.

7. (Optional): In the Description field, enter the description you are to describe the order.

8. In the Return Order Line Items area, click Add Return Order Line Item on the right. The Search Orders and Order Line Items window is displayed. All the orders containing sales order line items that you can return for the account are listed for your selection.

9. Click the corresponding order in the Order column to display the order line item to return in the Order Line Items column, and then select the order line item to return by selecting the corresponding checkbox. If several orders are listed, you can search for the order containing the sales order line item you are to return by entering the order number in the Search By Order Number field.

10. After you are finished, click Next. The sales order line item to return is added to the Return Order Line Items area.

11. Edit the following fields if needed. 

    Editable fields for return order line items

    Field name	Description
    Item Name	Required field. Name of the return order line item. This name represents the name of the object that is returned and is typically displayed on invoices, credit memos, and so on.
    Bill Target Date	Required field. The date when the return order line item is invoiced. Credit memos are generated for return order line items if you have enabled the Invoice Settlement feature; otherwise, negative invoices are generated.
    Billing Trigger Rule	The default value is Without Fulfillment， select it  As FulfillmentOccurs for a return order line item with fulfillments. If As Fulfillment Occurs is selected, you are allowed to add fulfillments and the billing documents will be generated at the fulfillment level based on the Bill Target Date and Item State specified for the fulfillments rather than the Bill Target Date and Item State specified for your order line item.
    Item State	State of the return order line item. Valid values are Executing, Booked, Sent To Billing, Complete, and Canceled. By default, the starting state of an order line item is Executing. If you want to create fulfillments on the return order line item, set this field to Booked. If you want to generate billing documents for the return order line item, set the field to Sent To Billing. For more information, see State transitions for an order, order line item, and fulfillment.
    Quantity to Return / Availability	Quantity to Return: The quantity you are to return for the original sales order line item. The quantity to return must be less than or equal to the quantity available to return. Availability: This is a field for reference. Check this field for the quantity available to return.
    Actions	You can perform the following actions through this field: Click the edit icon    to display the Edit Order Line Items window and edit more fields of the return order line item. Click the delete icon  to delete the current return order line item.

12. (Optional): You can add more return order line items as you need in the current order by repeating steps 8 - 11. The maximum number of order line items allowable in an order is 100.

13. Click Activate to activate the order.

Create a return order line item from an existing order details page

To create a return order line item from the order details page, perform the following steps:

1. Log in to the Zuora application and then navigate to Customers > Orders. The Orders page opens.
2. Enter the order number of the order that contains the sales order line item you are to return in the Search By Order Number field. The corresponding order is listed for your selection.
3. Click the order number in the Order column. The order details page opens.

4. Click Create Return Order at the top right. The Create New Order page opens and all the sales order line items that you can return from the existing order are listed in the Return Order Line Items area.

5. Edit the following fields if needed. For more information, see Editable fields for return order line items.

6. (Optional): You can add more return order line items as you need in the current order by repeating steps 8 - 11 in Create an order and add a return order line item. The maximum number of order line items allowable in an order is 100.

7. Click Activate to activate the order.

Create fulfillments on a return order line item

After activating the return order line item, you can create fulfillments on the return order line item by performing the following steps:

1. On the return orders details page, click the item name in blue in the ITEM NAME column in the Return Order Line Items area. The order line item details page opens.
2. Click Create Fulfillment at the top right. The fulfillment details page opens.
3. On the fulfillment details page, edit the following fields in the Overview and Fulfillment Integration areas:

   Field name	Description
   Fulfillment Quantity	Required field. The quantity of the fulfillment items to be returned. The value must be less than or equal to the value shown in the Quantity Remaining for Delivery field.
   Fulfillment Date	Required field. The date of the fulfillment.
   Carrier	The express company.
   Tracking Number	The express number from the express company.
   State	The state of the fulfillment. Valid values are Executing, Booked, Sent To Billing, Complete, and Canceled. The default value is Executing. If the fulfillment is in the Executing state, you can edit the fields in this table. If the fulfillment is specified to other states, you can add fulfillment items to the fulfillment. To generate billing documents, you need to specify the fulfillment to the Sent To Billing state and set the Billing Target Date field.
   Billing Target Date	Specify the date when the fulfillment will be invoiced. After setting this field to the Sent To Billing state and specifying a value for this field, you can create a bill run. For instructions, see Create Bill Runs.
   Description	The description of the fulfillment for reference purposes.
   Fulfillment System	The value that maps an external value from the ERP system, for example, the value can be NetSuite, SAP, or other specific fulfillment partners.
   Fulfillment Location	The occurring location of the fulfillment.
   External ID	Specify the ID of the fulfillment. The ID is generated based on the external system.

4. (Optional) Change the State to a state except Executing to add fulfillment items, click Add Item to add a fulfillment item, and then edit the following fields in the Fulfillment Items area.

   Field name	Description
   Item Identifier	Specify the ID of the fulfillment item. The ID is provided by customers.
   Description	The description of the fulfillment item for reference purposes.

   After editing, click the save icon  to finish adding the fulfillment item. You can create multiple fulfillment items, but the number of fulfillment items should not be greater than the value of the Fulfillment Quantity field.

5. Click Save at the top right on the fulfillment details page to finish the fulfillment creation. If you return to the order line item details page, you can view the created fulfillments in the Fulfillment Details section. For more information, see View the details of a fulfillment.
6. (Optional) To generate billing documents for the fulfillment in the Sent To Billing state, create a bill run. For instructions, see Create Bill Runs.

Create a return order line item

Use the Create an order operation to create a return order line item. Keep the following points in mind when you run the "Create an order" operation:

• Determine the following fields and other required custom fields for a return order line item:

  • existingAccountNumber: This must be set to the order account that owns the sales order line item to return.

  • category: This must be set as Return for an order to contain the return order line item.

  • itemName: The name of the return order line item

  • itemCategory: This must be set as Return for a return order item.

  • itemState: State of the return order line item. Valid values are Executing, Booked, Sent To Billing, Complete, and Canceled. By default, the starting state of an order line item is Executing. If you want to create fulfillment on the return order line item, set this field to Booked.

• originalOrderNumber: the order number of the order containing the sales order line item to return

• originalOrderLineItemNumber: the order line item number of the sales order line item to return

• quantity: The quantity you are to return for the original sales order line item. The quantity to return must be less than or equal to the quantity of the original sales order line item.

• billingRule: Specify this field to TriggerAsFulfillmentOccurs to allow you to create fulfillments on the return order line item and generate billing documents for the fulfillments.

The following API request creates a return order line item from an existing sales order line item and allows you to create fulfillments on the return order line item.

{
"existingAccountNumber": "AN_1660044119927",
"orderDate": "2022-01-01",
"category": "Return",
"orderLineItems": [
{
"itemName": "Return Item",
"itemCategory": "Return",
"originalOrderNumber": "O-000001",
"originalOrderLineItemNumber": "1",
"quantity": 2,
"transactionStartDate": "2022-01-01",
"transactionEndDate": "2022-01-01",
"itemState": "Booked",
"billingRule": "TriggerAsFulfillmentOccurs"
}
]
}

{
"fulfillments": [
{
"fulfillmentDate": "2022-01-02",
"quantity": 2,
"description": "return fulfillment",
"state": "SentToBilling",
"billTargetDate": "2022-01-02",
"orderLineItemId": "4028828c82819b74018286e02e041bdc",
"fulfillmentType": "Return",
"trackingNumber": "T-0009874"
}
]
}