ReturnOrder

Represents the return or repair of inventory or products in Field Service, or the return of order products in Order Management.

Return orders are available in Lightning Experience, Salesforce Classic, the Salesforce mobile app, the Field Service mobile app for Android and iOS, and communities built using Salesforce Tabs + Visualforce.

Introduced in API version 42.0.

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert()

  • Field Service or Order Management must be enabled. If return orders are enabled by a Salesforce Order Management license, they must be created with a Status corresponding to the Status Category Activated. The default Statuses corresponding to Activated are Submitted and Approved.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The account associated with the return order.

    This is a relationship field.

  • Relationship name: Account

  • Relationship type: relationship

  • Refers to: Account

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The case associated with the return order.

    This is a relationship field.

  • Relationship name: Case

  • Relationship type: relationship

  • Refers to: Case

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The contact associated with the return order.

    This is a relationship field.

  • Relationship name: Contact

  • Relationship type: relationship

  • Refers to: Contact

  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: Notes or context about the return order.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The location where the items are being returned to. For example, if the return order tracks the return of products from a technician’s van to a warehouse, the warehouse is the destination location.

    This is a relationship field.

  • Relationship name: DestinationLocation

  • Relationship type: relationship

  • Refers to: Location

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date when the items are expected to arrive at the destination location.
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 50.0
  • Description: Authorizations can’t be captured after their expiration dates.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 67.0

  • Relationship name: GoodsReceivedNote

  • Relationship type: relationship

  • Refers to: GoodsReceivedNote

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total, including adjustments and tax, of the products, fees, and delivery charges on the return order. This includes all return order line items associated with the return order. This amount is equal to TotalAmount + TotalTaxAmount.

    This is a calculated field.

  • Type: picklist

  • Properties: Filter, Group, Nillable, Restricted picklist, Sort

  • Introduced: API version 50.0

  • Description:

    Specifies whether the order summary is managed by Salesforce Order Management (MANAGED) or by an external system (UNMANAGED). An unmanaged order summary is stored in Salesforce for reference purposes.

    • Some Order Management APIs reject input records that are associated with unmanaged order summaries.
    • Order Management does not update financial bucket fields on some records that are associated with unmanaged order summaries.
    • A user with the EditUnmanagedOrderSummaries or B2BCommerceIntegrator permission can edit certain fields on objects related to unmanaged order summaries that are normally only accessible via APIs.

  • Possible values:

    • MANAGED — MANAGED
    • UNMANAGED — UNMANAGED

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The order associated with the return order. When you associated a return order with an order, you can associate the return order’s line items with order products.

    This is a relationship field.

  • Relationship name: Order

  • Relationship type: relationship

  • Refers to: Order

  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort
  • Introduced: API version 50.0
  • Description: ID of the order summary associated with the return order.
  • Relationship name: OrderSummary
  • Relationship type: relationship
  • Refers to: OrderSummary
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Introduced: API version 64.0

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The product request associated with the return order. When you associated a return order with a product request, you can associate the return order’s line items with the product request’s line items.

    A return order might be related to a product request if the return order tracks the return of unused products or products to be repaired or replaced. For example, a technician creates a product request for three motors to prepare for a field visit. If the technician finds that only two motors are needed, they can create a return order to return the third to the original location, and list the product request in this field.

    This is a relationship field.

  • Relationship name: ProductRequest

  • Relationship type: relationship

  • Refers to: ProductRequest

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 51.0

  • Description:

    The product service campaign associated with the return order

    This field is available only if Field Service is enabled.

  • Relationship name: ProductServiceCampaign

  • Relationship type: relationship

  • Refers to: ProductServiceCampaign

  • Type: textarea
  • Properties: Nillable
  • Introduced: API version 65.0
  • Description: Stores a JSON representation of the payment credit and refund sequences for ensure credit, ensure refund, and the change orders associated with it.
  • Type: string
  • Properties: Autonumber, Defaulted on create, Filter, idLookup, Sort
  • Description: (Read only) Auto-generated number identifying the return order.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    ID of the user returning the items.

    This is a relationship field.

  • Relationship name: ReturnedBy

  • Relationship type: relationship

  • Refers to: User

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 66.0

  • Relationship name: ServiceRequest

  • Relationship type: relationship

  • Refers to: ServiceRequest

  • Type: address
  • Properties: Filter, Nillable
  • Description: The return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The city of the return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The country of the return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Description: Accuracy level of the geocode for the return shipping address. See Compound Fields Considerations and Limitations for details on geolocation compound fields. This field is available in the API only.
  • Type: double
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: Used with Longitude to specify the precise geolocation of the return shipping address. Acceptable values are numbers between –90 and 90 with up to 15 decimal places. See Compound Fields Considerations and Limitations for details on geolocation compound fields. This field is available in the API only.
  • Type: double
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: Used with Latitude to specify the precise geolocation of the return shipping address. Acceptable values are numbers between –180 and 180 with up to 15 decimal places. See Compound Fields Considerations and Limitations for details on geolocation compound fields. This field is available in the API only.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The postal code of the return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The state of the return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: textarea
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The street of the return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of shipment associated with the return order. Available values are:
  • Possible values:
    • Standard — Standard
    • Rush — Rush
    • Overnight — Overnight
    • Next Business Day — Next Business Day
    • Pick Up — Pick Up

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The items’ location at the start of the return or repair. For example, if the return order tracks the return of products from a technician’s service vehicle to a warehouse, the service vehicle is the source location.

    This is a relationship field.

  • Relationship name: SourceLocation

  • Relationship type: relationship

  • Refers to: Location

  • Type: picklist

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The status of the return order. Available values are:

    If return orders are enabled by a Salesforce Order Management license, they must be created with a Status corresponding to the Status Category Activated. The default Statuses corresponding to Activated are Submitted and Approved.

  • Possible values:

    • Draft — Draft
    • Submitted — Submitted
    • Approved — Approved
    • Canceled — Canceled
    • Closed — Closed
  • Type: picklist
  • Properties: Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort
  • Introduced: API version 50.0
  • Description: Status category of the return order. Processing of the return order depends on this value. Each status category corresponds to one or more statuses.
  • Possible values:
    • Activated — Activated
    • Canceled — Canceled
    • Closed — Closed
    • Draft — Draft
    • Pending — Pending
  • Type: picklist
  • Properties: Filter, Group, Nillable, Restricted picklist, Sort
  • Introduced: API version 50.0
  • Description: The system used to handle tax on the original order associated with the return order. Gross usually applies to taxes like value-added tax (VAT), and Net usually applies to taxes like sales tax.
  • Possible values:
    • Automatic — Automatic
    • Gross — Gross
    • Net — Net

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Adjusted total, not including tax, of the return order line items, including products, fees, and delivery charges, on the ReturnOrder.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the price adjustments applied to the delivery charges on the return order. This value only includes adjustments to return order line items of type code Charge.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the price adjustments applied to the delivery charges on the return order, inclusive of tax. This value only includes adjustments to return order line items of type code Charge. This amount is equal to TotalDeliveryAdjustAmount + TotalDeliveryAdjustTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Tax on the TotalDeliveryAdjustAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total of the delivery charges on the return order. This value only includes return order line items of type code Charge.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the delivery charges on the return order, inclusive of tax. This value only includes return order line items of type code Charge. This amount is equal to TotalDeliveryAmount + TotalDeliveryTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Tax on the TotalDeliveryAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Total amount of the price adjustments applied to the fees on the return order. This value only includes adjustments to return order line items of type Fee.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Total amount of the price adjustments applied to the fees on the return order, inclusive of tax. This value only includes adjustments to return order line items of type Fee. This amount is equal to TotalFeeAdjustAmount + TotalFeeAdjustTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Tax on the TotalFeeAdjustAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Total of the fees on the return order. This value only includes return order line items of type Fee.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Total amount of the fees on the return order, inclusive of tax. This value only includes return order line items of type Fee. This amount is equal to TotalFeeAmount + TotalFeeTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 56.0

  • Description:

    Tax on the TotalFeeAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the price adjustments applied to the products on the return order. This value only includes adjustments to return order line items of type code Product.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the price adjustments applied to the products on the return order, inclusive of tax. This value only includes adjustments to return order line items of type code Product. This amount is equal to TotalProductAdjustAmount + TotalProductAdjustTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Tax on the TotalProductAdjustmentAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total of the product charges on the return order. This value only includes return order line items of type code Product.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Total amount of the product charges on the return order, inclusive of tax. This value only includes return order line items of type code Product. This amount is equal to TotalProductAmount + TotalProductTaxAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Tax on the TotalProductAmount.

    This is a calculated field.

  • Type: currency

  • Properties: Filter, Nillable, Sort

  • Introduced: API version 50.0

  • Description:

    Tax on the TotalAmount.

    This is a calculated field.

You can use return orders to track customer returns, customer repairs, or the return of inventory from a technician’s van stock to a warehouse or supplier. Customers can initiate a return from a community, or agents can create return orders in response to a customer call or technician request.

Return orders are composed of return order line items, which allow you to add details about the items being returned. To represent the returned items, each line item must list one or more of the following: product, product item, asset, product request line item, and order product. Return orders can be associated with a product request, case, account, contact, and order if needed. This versatility lets you use return orders to track a wide range of return scenarios.

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version.