Returns

Learn how returns are processed.

Return flow

The Returns resource allows you to manage returns from your customers.

A return flow begins after the shopper signs in to an API client page. By signing in, the shopper authenticates themselves. When the shopper initiates a self-service return from a client-hosted page, such as a My Account page, the client then requests an authenticated session from Digital River and initiates a return request.

The following diagram shows how returns are processed.

Return eligibility

Line items are not eligible for return when:

• The site is not configured to allow self-service returns.

• The shopper previously returned the entire quantity for the line item.

• A satisfaction refund was already applied to the line item.

• A satisfaction refund was already applied to the order.

• The line item is outside the configured return window specified in the site settings by the API consumer.

• The line item is not in a state that is compatible with a return to occur (for example, complete).

• The order is in a state that is not eligible for a return.

• The quantity the shopper wants to return is greater than the available quantity.

• The line item is a subscription type.

Return period

Use the following formulas to determine if the product is within the return period:

Product Type	Formula
Physical	Shipped Date + Return Period
Physical and Nothing Required Return Type	Order Submitted Date + Return Period
Digital, Download	Order Submitted Date + Return Period

Where:

• Returned Period—The maximum number of days from the Shipped Date or Order Submitted Date when a customer can return a product. The default is 30 days. Your Digital River representative can update the Returned Period at the site level. This information is not provided in the API. The Returned Period cannot be set at the product level.

• Shipped Date—The date on which the product shipped.

• Order Submitted Date—The date on which the digital download was submitted.

Return reason codes

Reason codes are searchable alphanumeric text strings that explain the return's reason. You can use standard Digital River reason codes or create a custom list of reason codes for this purpose and use the reason parameter to display this code in queries and responses.

A shopper can select a reason code explaining why they return a product. The reason codes in the request must match the codes configured for the API consumer's site. The API consumer can map the description of the reason codes to the values they want to display to a shopper. API consumers can use Digital River's default reason codes or customize them to meet their needs. Contact your Digital River Representative if you want to customize your reason codes.

To view or configure standard Digital River reason codes and customized reason codes for your site, sign in to Global Commerce and follow the instructions in How to configure reason codes in the Global Commerce Help.

Note: Only Customer Service Configuration Managers can configure the reason codes.

Standard return reason codes

The following return reason codes are available by default:

Reason Code	Description	Required/Optional
FRAUD	Fraud	Required
MISSING_ITEMS_FROM_ORDER	Missing Items From Order	Required
NEVER_RECEIVED	Never Received	Required
CANCELLED_BUT_SHIPPED	Cancelled But Shipped	Optional
CANT_DOWNLOAD	Cannot Download	Optional
CHARGEBACK_AVOIDANCE	DO NOT SELECT - System Initiated Chargeback Avoidance	Optional
CUSTOMER_ERROR	Customer Error	Optional
CUSTOMER_SATISFACTION_ISSUE	Customer Satisfaction Issue	Optional
DAMAGED_PRODUCT	Damaged Product	Optional
DELAYED_SHIPPING	Delayed Shipping	Optional
DUPLICATE_ORDER	Duplicate Order	Optional
FEE_CHARGED_INCORRECTLY	Fee Amount Charged Incorrectly	Optional
FEE_EXEMPT_CUSTOMER	Fee Exempt Customer	Optional
MATCH_PROMOTIONAL_PRICE	Match Promotional Price	Optional
ORDERED_WITHOUT_PERMISSION	Ordered Without Permission	Optional
ORDER_PROCESSING_ERROR	Order Processing Error	Optional
PHONE_ORDER_ERROR	Phone Order Error	Optional
PRODUCT_SHOULD_NOT_HAVE_FEE	Product Should Not Have a Fee	Optional
PRODUCT_TRIALWARE	Trialware	Optional
REFUSED_ORDER	Refused Order	Optional
TAX_EXEMPT	Tax Exempt	Optional
UNABLE_TO_SHIP_TO_COUNTRY	Unable To Ship To Country	Optional
UNDELIVERABLE_ADDRESS	Undeliverable Address	Optional
VENDOR_APPROVED_REFUND	Vendor Approved Refund	Optional
WRONG_PRODUCT	Wrong Product	Optional

Digital rights

A product's digital rights can be either unique or identical.

• Unique Digital Rights—a shopper receives a unique serial number for each unit ordered or purchased.

• Identical Digital Rights—a shopper receives an identical serial number for every unit sold.

When a shopper returns an item with special digital rights, you can revoke the digital rights for the line item and quantity. When the shopper has more than one digital rights ID for the line item, the shopper must select which digital rights ID to return.

Best Practices: Display text that tells the shopper they must select the correct digital rights key. Once you process the return, you will deactivate it.

When a shopper returns an item with identical digital rights, you can revoke the digital rights when the shopper returns the entire quantity of the specified line item.

Example: The shopper purchased five items with identical digital rights. You don't revoke the digital rights until the shopper returns all five items.

Suppose the product is digital, and the Return Type is ELOD (Electronic Letter of Destruction). In that case, you must provide the shopper with the ELOD online when returning a digital product, and the return request should indicate whether the shopper accepted the ELOD. You must display the ELOD legal text to the shopper. If the shopper accepts the ELOD, Digital River will suppress the ELOD email.

Note: The value for ELOD must be set to true (ELOD = true).

For more information, see Digital Rights in the Global Commerce Help.

Return receipt process

You need to include the following information in a Return Receipt:

• The product's condition at an individual quantity basis in the Return Receipt. Some returned products in good condition can be re-sold. Digital River must know when a returned product is in bad condition, based on some fulfiller agreements, so the product will not be re-sold.

• The externalReferenceID. Digital River uses the externalReferenceID received in the Return Receipt to tell you the location of the returned product within your warehouse so you can dispose of or manage the returned product.