In some cases, products don't have to be returned while the customer is still eligible for service.

Setting a product to non-returnable can happen in 3 ways":

After authorization of a return with non-returnable products, the product will have the following status:

  • The product is flagged as non-returnable with the indicator "N";
  • The product has the status "approved";
  • The approved qty represents the qty that is eligible for service (settlement);
  • The expected qty is "0" as the product is not expected to be shipped;
  • The settled qty will be equal to the approved qty when the return has been settled.

Non-returnable products will not appear on documents such as the packing list and shipping invoice.

Informing the customer about non-returnable products will happen in different ways, depending on the scenario:

  • Returns are approved by default or an automation rule, and all products are non-returnable by default: the customer will be informed with a non-returnable page in the "create" step in the return portal;
  • Returns are approved by default or an automation rule, and some products are non-returnable by default: the customer will be informed with a product details overview in the "ship" step in the return portal;
  • Returns are approved manually by an agent, and all products are non-returnable: the customer will not receive shipping instructions and a "Return Completed Mail" can be sent when the return has been completed.
  • Returns are approved manually by an agent, and some products are non-returnable: the customer will be informed with a product details overview in the "ship" step in the portal.

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