The cleanest way to create a Return Order in Salesforce Order Management is with the Create Return Order flow core action, which builds the header and its line items together from an order summary. These steps outline that approach for an admin building a return flow.
- Confirm Order Management is set up
Make sure Salesforce Order Management is provisioned and the order has an Order Summary. Returns attach to the Order Summary, so without one there is nothing to return against.
- Add the Create Return Order action to a flow
In a screen flow or autolaunched flow, add the Create Return Order core action. This action assembles the Return Order header and the Return Order Line Items in one call.
- Pass the order summary and items
Feed the action the Order Summary, the order item summaries being returned, the quantities, and the reason for each item. These inputs decide what the return covers.
- Set fulfillment and repayment details
Provide the shipment type and the repayment method (Replace, Refund, Credit, or Return) so the downstream change order and credit memo behave the way you expect.
- Process the line items
Once the goods are inspected, process the Return Order Line Items. Processing creates a change order, marks each line read-only, and sets up the credit memo and refund.
The order summary the return is filed against. It links the return to the original purchase and the account.
The customer associated with the return, carried from the order summary so the return ties to the right party.
At least one line item pointing at an order product summary, with the quantity expected and a reason for return.
The state of the return, such as Draft or Submitted, which controls where the record sits in the process.
How the customer is made whole on each line: Replace, Refund, Credit, or Return.
- Processing a Return Order Line Item makes it read-only, so confirm quantities and reasons before you process rather than after.
- A partial return splits the line: a new Return Order Line Item is created for the remaining quantity, which can surprise teams expecting a single row.
- Life Cycle Type matters. An UNMANAGED return is driven by an external system, so Salesforce automation will not move it forward on its own.
- The change order created during processing carries a positive amount and is meant to drive a credit memo, not to be treated as a new sale.