Salesforce Sales Cloud Consultant Test

How should a customer request to return items purchased through separate orders be facilitated?

1. Merge the 2 orders, and create 1 reduction order.

2. Create 2 separate reduction orders.

3. Create 1 reduction order, and utilize Related Orders section.

4. Create 1 reduction order, since both orders belong to the same account.

The correct answer is: Create 2 separate reduction orders.

Creating two separate reduction orders is the most effective way to handle a customer's request to return items purchased through separate orders. This approach allows for clear tracking and management of returns for each individual order, maintaining accurate records of which items are returned from which orders. When orders are created separately, they may have distinct statuses, line items, and corresponding information that is critical for accurate inventory management and financial reporting. By processing returns individually, it simplifies the reconciliation process for both the seller and the customer, ensuring that refunds, exchanges, or adjustments are appropriately applied against the right order. This method aligns with best practices in inventory control and customer service, by providing transparency and clarity for the customer about the processing of each return. In cases where multiple orders exist, managing them individually helps prevent confusion and errors in fulfilling the return request.