Order items and catalog entries for returns

An order item is a product that is included with an order. For example, if order number 123 may contain three order items: one CD and two books. Returned items based on an order item are desirable since they will have credit amount and adjustment credit automatically calculated based on the order item. For example, if the customer for order number 123 wants to return the CD previously ordered, a Customer Service Representative can simply look up order number 123 to determine the price the customer paid for the CD. 

A catalog entry is a product displayed in the store's online catalog for purchasing from the store. Returns that are based on a catalog entry (versus an order item) number can be slightly more complex. For example, the price of the product at the time of purchasing and at the time of the return may differ, or older orders may have been cleaned out the the database before the return is initiated (that is, if the CD in the above scenario was purchased on September 15th, but the customer wants to return it a month later, the return item may need to be specified by the catalog entry if the original order has been cleaned out of the database).

To analyze returns, it is preferable to be specific about which order item a product originates. This information also assists in calculating an accurate refund for a product and any applicable taxes. It is not always possible to know the original order item nor practical to determine it. In these cases, products are identified by their catalog entry without an order item identifier.

To return an order (or an order item or a product within an order), it must first be in one of the following states:

However, to return an order (or order item within an order) using the New Return wizard in the WebSphere Commerce Accelerator, both the order and order item within the order must be in either S (shipped) or D (deposited) state. To return items in any state (R, F, G, C and including S and D), use the ReturnItemAdd command.

The typical status of order items processed by the returns management system will depend on whether the WebSphere Commerce fulfillment functionality is utilized. You can customize existing user interfaces, or make new ones (such as an e-commerce Web site), to precisely match your business process. 

Whether or not you allow a customer to add a product that is not associated with an order item to a return (that is, by specifying only a catalog entry) is dependent upon your business policies. This choice is manifested in the isCatEntryWithoutOrderItemReturnAllowedForShopper method. The default implementation is to allow this option to customers.