Most return order line items are created programmatically by the Return Items API or by a return flow, but you can create one directly under a Return Order to model a returned product. The Return Order must exist first, and Order Management or Field Service returns must be enabled in the org.
- Open or create the parent Return Order
Returns roll up to a header record. Open an existing Return Order tied to the right order summary or account, or create one first. A line item cannot exist without its parent Return Order.
- Add a Return Order Line Item
From the Return Order, add a related Return Order Line Item. Choose whether the line is an Order Product being returned or a Delivery Charge, which sets the Type and Type Code.
- Link the original order product
Point the line at the Order Product or Order Product Summary the customer originally bought. This connects the return to the sale and lets Salesforce pull the matching unit price and product.
- Set quantity, reason, and disposition
Enter Quantity Expected, pick a Reason for Return, and choose a Processing Plan and Repayment Method so the team knows how to settle the line once goods arrive.
- Process the line when goods are received
After the product is inspected, process the line to generate the change order and issue the refund or credit. Processing locks the line read-only, so confirm the quantities first.
The parent return header the line belongs to. Required, since a line item cannot exist on its own.
Whether the line represents an Order Product or a Delivery Charge. Drives how the amount is treated.
How many units the customer is returning on this line. Anchors the received, returned, and rejected counts.
The original purchased line the return maps back to, so refunds align with what was paid.
- Processing a line generates a change order and makes the line read-only, so you cannot edit quantities or amounts afterward.
- A partial return through the Return Items API creates a split line for the remaining quantity instead of editing the original line.
- Reason for Return, Processing Plan, and Repayment Method are picklists with fixed values, so map custom return reasons to the closest standard option.
- The same object behaves differently in Order Management (refunds and credits) and Field Service (parts movement), so confirm which feature your org uses before building automation.