# Return orders and return order line items

*Agentforce Field Service and Operations Consultant Study Guide · Managing Inventory · Last updated October 29, 2026 · https://www.certifyforce.com/study-guide/agentforce-field-service-consultant/managing-inventory/return-orders-and-return-order-line-items*

How return orders and their line items model customer returns, customer repairs and unused van stock: where they are created, what they link to, how Source Location, Destination Location and Ship From Address are filled, what Processing Plan and Repayment Method values mean, and why a product transfer is what moves the stock.

- Certification: Salesforce Agentforce Field Service and Operations Consultant
- Exam section: Managing Inventory
- Study guide: https://www.certifyforce.com/study-guide/agentforce-field-service-consultant

**Official exam objective:**

> Explain the Return Order object model and process.

## What the exam expects

- Describe the Return Order and Return Order Line Item objects, the records a return order can be created from and the records it can link to.
- Fill Source Location, Destination Location and Ship From Address correctly for customer returns, customer repairs and mobile worker returns.
- Choose the Processing Plan (Repair, Discard, Salvage, Restock) and Repayment Method (Replace, Refund, Credit, Return) from what should happen to the item and its owner.
- Apply the line item rule: at least one of Asset, Order Product, Product, Product Item, Product Request Line Item, all pointing at the same product.
- Explain why a product transfer, not the return order, updates stock counts.

Key terms:
- **Return order:** a record that tracks the return or repair of products and inventory.
- **Return order line item:** one returned product on a return order, with quantity, reason, processing plan and repayment method.
- **Processing Plan:** the preferred fate of the items after their return.
- **Repayment Method:** how the customer or owner is reimbursed for the returned items.
- **Ship From Address:** where the items are at the start of the return or repair.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Created from | Return Orders tab; related list on accounts, contacts, product requests, cases, orders, locations | [Customer Returns Guidelines](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_settings.htm&language=en_US&type=5) |
| Line item must list | One or more of asset, order product, product, product item, product request line item | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Several item fields filled | All must link to the same product | [Customer Returns Guidelines](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_settings.htm&language=en_US&type=5) |
| Several product types returned | One line item per product | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Processing Plan values | Repair, Discard, Salvage, Restock | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Repayment Method values | Replace, Refund, Credit, Return | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Ship From Address | Location of the items at the start of the return | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Status values | Draft, Submitted, Approved, Canceled, Closed | [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5) |
| Line item source and destination | Inherited from the return order; can be updated | [Track Customer Returns](https://help.salesforce.com/s/articleView?id=fs_create_return_orders.htm&language=en_US&type=5) |
| Create or edit line items | Edit on return orders | [Track Customer Returns](https://help.salesforce.com/s/articleView?id=fs_create_return_orders.htm&language=en_US&type=5) |
| Moving returned stock | Product transfer marked received updates product items | [Transfer Guidelines](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&language=en_US&type=5) |

## Check yourself

- Why does a return of three different products need three line items?
- When can a line item's destination differ from the return order's?
- Which Shipment Type does a return order use by default?
- Why might a team use a return order even though a product transfer alone can track a return?

## Sources

- [Guidelines for Tracking Customer Returns](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_settings.htm&language=en_US&type=5)
- [Return Order Fields](https://help.salesforce.com/s/articleView?id=sf.fs_return_order_fields.htm&language=en_US&type=5)
- [Track Customer Returns in Field Service](https://help.salesforce.com/s/articleView?id=fs_create_return_orders.htm&language=en_US&type=5)
- [Guidelines for Transferring Inventory](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&language=en_US&type=5)
- [Manage Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=fs_manage_inventory.htm&language=en_US&type=5)
- [Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 7 linked practice questions, and unlimited timed mock exams are included with the Agentforce Field Service and Operations Consultant pack (USD $19): https://www.certifyforce.com/practice-exams