Functional Capabilities and Business Value7% of the exam
Post-purchase returns, refunds and order adjustments
How Order Management handles B2C Commerce orders after purchase: simple returns versus return merchandise authorizations, partial receipts, credit memos and fee invoices, refund requests, price adjustments and cumulative excess funds.
Given a set of customer requirements for post-purchase activities in a multi-product solution, demonstrate how the customer experience can be achieved by leveraging Salesforce B2C products.
~7 min read · 10 practice questions
What the exam expects
- Choose between a simple return and a return merchandise authorization (RMA) from how the customer returns goods and what must be checked first.
- Design the financial follow-up for returns and fees: change orders, credit memos, fee invoices and refund requests, including partial and sequenced refunds.
- Design price adjustments for items before, during and after fulfillment, and route the resulting refunds.
- Read refund outcomes and cumulative output values correctly in an integration.
Key terms:
- Change order: an Order record that holds the financial effect of a cancel, return or adjustment on an order summary.
- Credit memo: the record that represents a refund amount for one or more change orders.
- Excess funds: captured money owed back that isn't tied to an invoice or credit memo.
- Order payment summary: the per-payment-method record whose balances fund invoices and receive refunds.
- RMA: a tracked return order whose items are verified before the refund.
Key facts
Simple return eligibility
- Detail
- Only fulfilled items on an order summary
ReturnOrder API limit
- Detail
- 2,000 requests per hour
Processed return line
- Detail
- Read-only; remaining expected quantity moves to a new line
submitReturn output
- Detail
- A change order, no ReturnOrder
Refund input minimum
- Detail
- creditMemoId or excessFundsAmount (or both)
isAllowPartial default
- Detail
- false; ignored without a sequences list
Refund outcome
- Detail
- Payment gateway log, not the background operation status
allocatedItemsChangeOrderType default
- Detail
- Disallowed
Change order IDs on preview
- Detail
- Always null
totalExcessFundsAmount scope
- Detail
- All excess funds on the order summary
Sources for this section (7)
- Create a Simple Return with a Refundhelp.salesforce.com (opens in a new tab)
- ReturnOrder Classdeveloper.salesforce.com (opens in a new tab)
- OrderSummary Classdeveloper.salesforce.com (opens in a new tab)
- ConnectApi.EnsureRefundsAsyncInputRepresentationdeveloper.salesforce.com (opens in a new tab)
- ConnectApi.AdjustOrderItemSummaryInputRepresentationdeveloper.salesforce.com (opens in a new tab)
- ConnectApi.AdjustOrderSummaryOutputRepresentationdeveloper.salesforce.com (opens in a new tab)
- Adjust Order Item Summaries Submit Actionhelp.salesforce.com (opens in a new tab)
- When does an item's status change to Returned after a simple return?
- Why can't an unmanaged RMA return order be created for an item that hasn't shipped?
- When does a submitted price adjustment need no refund at all?
- Which records does
createReturnOrdercreate?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the B2C Solution Architect pack
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