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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Operating
Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
HCL Commerce Accelerator
Use the HCL Commerce Accelerator to maintain online stores.
Returns and refunds
A return is a record of a customer's request for a refund, to return merchandise, or both. The term is used whether an RMA is issued in advance of merchandise receipt or the transaction is begun at the time of merchandise receipt. You can use the return merchandise authorization (RMA) function in both available to promise (ATP) and non-ATP inventory-enabled stores.
Changing a return
Use HCL Commerce Accelerator to change the details of a return. The details can include the quantity of products for the return, the credit method, or any comments to specific products. You can perform this task only if the refund was not credited to the customer's credit card or line of credit.
Changing the return reason
Use the HCL Commerce Accelerator to change the reason for returning a product, regardless of whether the product is physically returned to the store.

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
  - Management Center for HCL Commerce
    The Management Center for HCL Commerce, is a suite of tools to support store management, merchandising, and marketing tasks for business users (Sellers, Marketing Managers, Product Managers, Catalog Managers, and others).
  - HCL Commerce Accelerator
    Use the HCL Commerce Accelerator to maintain online stores.
    - HCL Commerce Accelerator user interface
      The HCL Commerce Accelerator interface consists of several notebooks, wizards, dialogs, and lists to help you complete your tasks.
    - Opening HCL Commerce Accelerator
      Use HCL Commerce Accelerator to maintain online stores by completing various store operations such as creating and maintaining orders and tracking store activities.
    - Changing an HCL Commerce password
      If you have the appropriate authority, you can change the HCL Commerce logon password for an HCL Commerce user or for yourself from any of these tools.
    - Managing the store
      The Seller sets up store-level functions within the site. The Seller can access all menu items under the Store menu.
    - Customer information
      If customers register with the store, you can maintain their registration profiles to track information. Maintain information such as the customer's logon ID, logon password, authentication information, store account status, title, name, preferred language, or currency.
    - Order management
      A typical order includes one or more products, billing and shipping addresses, payment details, and the total cost (including shipping charges and taxes, as applicable). Comments or price adjustments can also be included in an order.
    - Inventory
      Inventory includes anything that can be physically accounted for in a fulfillment center such as items, products, SKUs, bundles, and prebuilt kits.
    - Inventory returns and dispositions
      Customers return products to a fulfillment center for many different reasons. Returned inventory might be reintegrated into the pool of inventory available for order, or it might be discarded. This process is called disposition.
    - Returns and refunds
      A return is a record of a customer's request for a refund, to return merchandise, or both. The term is used whether an RMA is issued in advance of merchandise receipt or the transaction is begun at the time of merchandise receipt. You can use the return merchandise authorization (RMA) function in both available to promise (ATP) and non-ATP inventory-enabled stores.
      - Finding returns
        Use the HCL Commerce Accelerator to find returns.
      - Creating a return
        Use HCL Commerce Accelerator to create a return on behalf of a customer.
      - Approving system-denied returns
        Typically, if a customer requests a refund for a product, the return is automatically approved. However, in some cases, the return must be manually approved by someone who has authority to approve returns for the store, such as the Customer Service Supervisor.
      - Canceling returns
        Use the HCL Commerce Accelerator to cancel a specific return.
      - Changing a return
        Use HCL Commerce Accelerator to change the details of a return. The details can include the quantity of products for the return, the credit method, or any comments to specific products. You can perform this task only if the refund was not credited to the customer's credit card or line of credit.
        Adding products to returns
        Use HCL Commerce Accelerator to add a product to an existing customer return that is not processed. That is, an amount was not credited to the customer's credit card or line of credit.
        Removing a product from a return
        Use HCL Commerce Accelerator to remove a product from an existing return that was not credited to the customer's credit card or line of credit.
        Changing the quantity of products in a return
        Use HCL Commerce Accelerator to change the quantity of products in a return. For example, a customer might request to return only two of three books purchased.
        Specifying returns to the fulfillment center
        After a product is added to a return, the system determines whether the customer returns the product by indicating the status as a Yes or No value.
        Changing the return reason
        Use the HCL Commerce Accelerator to change the reason for returning a product, regardless of whether the product is physically returned to the store.
        Changing the credit amount for a return
        Use HCL Commerce Accelerator to change the credit amount (the amount to credit a customer's credit card or line of credit) for a return. You can perform this task only if a refund was not credited to the customer's credit card or line of credit.
        Viewing kit details for a return
        A kit contains multiple products, is ordered and returned as a unit, and has one price and one SKU. The information about the products contained in a dynamic kit is controlled by an external configurator.
        Changing the credit method for a return
        Use HCL Commerce Accelerator to change the method in which the customer is credited for a return. You can perform this task only if a refund was not credited to the customer's credit card or line of credit.
        Adding comment to returns
        Use HCL Commerce Accelerator to add a comment to a whole return or a specific product within a return.
      - Viewing comments added to a return
        Use the HCL Commerce Accelerator to view a comment added to an existing return, whether the comment is for a specific product within a return or for the return as a whole.
      - Viewing return summaries
        Use the HCL Commerce Accelerator to view a summary that details a return.
      - Printing a return summary
        Use the HCL Commerce Accelerator to print a summary that details a return, including the products to be refunded, whether the product needs to return to the fulfillment center, the return reason, credit amount, and any comments and credit adjustments.
      - Listing a customer's returns
        Use the HCL Commerce Accelerator to view a list of returns for a customer.
    - Viewing account reports
    - Viewing contract reports
    - Request for Quote (RFQ)
      A buyer can create a Request for Quote (RFQ), by using the HCL Commerce Accelerator, for unique variations of goods and services that are offered in a catalog. If buyers cannot find a product or category that match their needs within a catalog, they can select attributes from the personalized dictionary to precisely define the product specifications. A buyer can also create an RFQ by using the contents in their shopping cart, or add a shopping cart to an existing RFQ.
    - Business relationship management
      To customize what a customer can do in a store use the business relationship management system. By using this system, you can entitle customers to various aspects of a store such as what products they can purchase, the price they pay, and what payment methods a store accepts.
  - HCL Customer Service for HCL Commerce JSP stores
    HCL Customer Service for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for HCL Commerce is offered for both Professional and Enterprise editions.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

Changing the return reason

Use the HCL Commerce Accelerator to change the reason for returning a product, regardless of whether the product is physically returned to the store.

Procedure

Open HCL Commerce Accelerator
Find the return that you want to work with.
Open the Change Return notebook by selecting the check box next to the return that you want to work with, and click Change.
When you open the notebook, the Products page is displayed. From the Reason for Return column, select the reason for the return. For example, if a customer purchased a radio, but the volume button does not work properly, select Defective from the list.
To make other changes to this return, use the links on the left side to switch between each returns page. To save the new return reason and close the notebook, click OK.