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":
By default (when a product has been flagged as non-returnable in the product master);
Manual by an agent when authorizing a return;
Intelligent (defined by Return Profiling Automation).
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.