---

name: commerce-returns description: Use when processing return requests, managing RMAs, or handling refund workflows.

Commerce Returns Skill

Domain knowledge for return merchandise authorization (RMA) processing and refund workflows.

Return Lifecycle

Status Flow

Copy[requested] ──► [approved] ──► [received] ──► [refunded]
      │
      └───────► [rejected]

Status Definitions

Return Structure

Copy{
  id: "uuid",
  returnNumber: "RMA-12345",
  orderId: "order-uuid",

  status: "requested",
  reason: "defective",
  reasonDetails: "Screen has dead pixels",

  // Items being returned
  items: [
    {
      orderItemId: "item-uuid",
      sku: "WIDGET-001",
      name: "Premium Widget",
      quantity: 1,
      condition: "defective"
    }
  ],

  // Refund details
  refundAmount: 29.99,
  refundMethod: "original_payment",

  // Timestamps
  requestedAt: "2024-01-15T10:00:00Z",
  approvedAt: null,
  receivedAt: null,
  completedAt: null
}

Return Reasons

Item Condition

Return Policy Guidelines

Standard Policy (Example)

• Window: 30 days from delivery
• Condition: Unused, in original packaging
• Restocking fee: 15% for buyer's remorse
• Free returns: Defective items, wrong item shipped

Calculating Refund

CopyOriginal Amount:     $99.99
- Restocking Fee:   -$15.00 (15%)
- Return Shipping:  -$8.99  (if customer pays)
= Refund Amount:     $76.00

Exception Cases

• Defective: Full refund, no fees
• Wrong item: Full refund + free return shipping
• Damaged in transit: Full refund + carrier claim
• Final sale: No returns accepted

Return Processing Workflow

Customer Initiates Return

Copy1. Customer contacts support
2. Verify order exists and eligible
3. Collect return reason
4. Create return request
5. Provide RMA number

Review & Approve

Copy1. Review return request
2. Check return policy eligibility
3. Verify reason is valid
4. Calculate refund amount
5. Approve or reject with reason

Process Return

Copy1. Customer ships items back
2. Receive and inspect items
3. Update condition assessment
4. Process refund
5. Restock if applicable

Rejection Reasons

When rejecting a return:

• Outside return window
• Item shows customer damage
• Item not from this order
• Final sale item
• Missing components/packaging
• Hygiene/safety item used

Always document clearly:

Copy"Item shows signs of customer damage (scratches on surface)
not covered under warranty. Return window for change of mind
items is 30 days, this request is 45 days from delivery."

Refund Methods

Inventory Impact

On Return Receipt

If restockable:

Copyadjust_inventory(sku, +quantity, "Return RMA-12345")

If not restockable:

Copy// No inventory adjustment
// Document as loss/damage

On Exchange

Copy1. Process return item (may restock)
2. Ship replacement (reserve + fulfill)

Common Errors

Metrics to Track

Best Practices

1. Respond quickly - Acknowledge within 24 hours
2. Be clear about policy - Set expectations upfront
3. Document everything - Photos, condition notes
4. Make exceptions wisely - Balance customer vs cost
5. Track patterns - Identify product issues
6. Simplify process - Easy returns = customer loyalty