Appeasements

The appeasements functionality enables a Customer Service Agent (CSA) to remedy a problematic situation with a customer by issuing a refund. If a client is not happy, you can easily create a refund using appeasements.

Appeasements are applied at the order line level for virtual products, physical products, and shipping charges. A CSA can partially or fully refund the amount of one or more lines, but can never exceed the total amount of any of these lines.

Example of an appeasement

{
    "appeasement": {
        "credit_note_date": "2018-03-15T11:18:25+00:00",
        "lines": [
            {
                "amount": "48.71",
                "id": "85",
                "line_number": "1",
                "reason": "Item too big",
                "reason_description": "Item too big"
            }
        ],
        "order_id": "100000000000001",
        "sales_channel_id": "200001",
        "user": "userB"
    }
}

Once an appeasement is created, an event message will notify the third-party systems:

Example of a third-party system notification

{
    "refund": {
        "credit_note_date": "2018-03-15T11:18:26+00:00",
        "credit_note_number": "CUS148",
        "custom_attributes": [],
        "lines": [
            {
                "order_item_id": "190",
                "order_line": "1",
                "payments": [
                    {
                        "details": {
                            "cost_gross": "48.71",
                            "cost_net": "44.99",
                            "cost_vat": "3.72",
                            "vat_detail": [
                                {
                                    "amount": "3.72",
                                    "rate": "8.25",
                                    "type": "VAT"
                                }
                            ],
                            "vat_rate": "8.25"
                        },
                        "status": {
                            "code": "REFUNDED",
                            "name": "REFUNDED"
                        }
                    }
                ],
                "reason": "Item too big",
                "reason_description": "Item too big"
            }
        ],
        "order_id": "100000000000001",
        "refund_reason": "RELEASESUCCESS",
        "refund_type": "Appeasement",
        "rma": "",
        "sales_channel_id": "200001",
        "status": {
            "code": "RELEASED",
            "date": "2018-03-15T11:18:26+00:00",
            "name": "RELEASED",
            "reason_code": "RELEASESUCCESS",
            "reason_name": "RELEASESUCCESS"
        },
        "store_id": "200001",
        "user": "userB"
    }
}

Solution considerations

Appeasements can be used in many different situations to solve different issues.

To determine whether using an appeasement is the remedy for your issue, consider these specifics:

1. Appeasements are created at the order line level and over the gross amount.
2. A reason and reason description must be provided.
3. Appeasements are created only when the payment gateway has confirmed with the Order Management System (OMS) that the payment has been captured.
4. The credit note number associated with the appeasement is automatically generated by the OMS.
5. Appeasements can be partial or full amount refunds of the line, but cannot exceed the total amount of the line.

Appeasements for exchange refunds

When a customer wants to return items that were previously sent as an exchange of their original order, and the Auto approve return configuration is disabled, the refund of the original order is not automatically released. The CSA must approve the return in the exchange order first to release the refund in the parent/original order.

See the Refunding an exchange section of the Refunds topic for detailed process information.

Magento Commerce integration

Refunds in Magento Commerce work differently than in the OMS.

Magento Commerce allows you to have multiple refunds at the order level,but just one per order line. The OMS only allows you to have multiple refunds at the order line level.

To match appeasements in both systems, an appeasement created at the line level in the OMS are translated to an order level appeasement in Magento Commerce.