Global Product Returns Prohibition

Considering the different needs and availability of products across the global market, ESW allows retailers to prohibit product returns in selected countries or across all countries using a custom product-level attribute.

By configuring this ESW attribute, you can restrict products from being returned in specific countries through the ESW cartridge.

Restricting Product Returns

To display a return prohibition message for a product in selected or all countries, follow the steps below.

1. Navigate to Merchant Tools → Custom Preferences → ESW General Configuration
2. Enable the preference:
   ESW Enable Return Prohibition
   

3. Navigate to Merchant Tools → Products and Catalogs → Products
4. Enter the Product ID to locate the product
5. Open and lock the listed product
6. Under ESW Configurations, locate:
   List of countries where product is not returnable
   

7. Enter the ISO country code where the product should be non-returnable
   • To prohibit returns in all countries, enter:
     All
     

   • To add multiple countries, click Add another value
8. Click Apply

Content Asset Configuration

To control whether the return prohibition message is displayed to shoppers:

1. Configure the Content Asset using the ID:
   esw-display-return-prohibited-message
   

2. This Content Asset controls visibility of the return prohibition message:
   • Enabled → Message is displayed
   • Disabled → Message is hidden

When enabled, the return prohibition message is displayed on:

• Product Detail Page (PDP)
• Cart Page

Shopper Experience (SFRA)

When a product is marked as non-returnable:

• A message such as the following is displayed:
  This product is a non-returnable item
  

• The message appears on:
  • Product Detail Page
  • Cart Page

Checkout Behaviour (Preorder Object)

After a non-returnable product is added to the cart and the shopper proceeds to ESW checkout, the isReturnProhibited flag is sent in the preorder checkout payload for the related line item.

Screenshot Code Snippet – Preorder Checkout Payload

{
  "contactDetails": [],
  "retailerPromoCodes": [],
  "cartItems": [
    {
      "quantity": 1,
      "estimatedDeliveryDate": null,
      "lineItemId": 1,
      "product": {
        "productCode": "793775064963",
        "upc": null,
        "title": "Striped Silk Tie",
        "description": "Striped Silk Tie",
        "shopperCurrencyProductPriceInfo": {
          "price": "GBP19.19",
          "discountAmount": "GBP0.00",
          "beforeDiscount": "GBP19.19",
          "discountPercentage": null
        },
        "imageUrl": "https://zzqy-003.sandbox.us01.dx.commercecloud.salesforce.com/images/small/PG_9490343145.TAUPE51.P.jpg",
        "color": "Taupe",
        "size": null,
        "isNonStandardCatalogItem": false,
        "metadataItems": null,
        "isReturnProhibited": true
      },
      "cartGrouping": "Group 1",
      "metadataItems": null
    }
  ],
  "cartDiscounts": [],
  "shopperCurrencyIso": "GBP",
  "deliveryCountryIso": "GB"
}

In this example:

• Striped Silk Tie is a return-prohibited product
• The isReturnProhibited attribute is set to true for the line item

Product Type Coverage

The Product Return Prohibition feature applies to all product types:

• Standard Products
• Variation Products
• Variation Masters
• Product Sets
• Product Bundles

Important:
If a restricted product is part of a Product Set, you must manually configure the return prohibition at the product set level as well.

Bulk Products Return Prohibition Management

You can update, delete, or change return-prohibited country values for multiple products using either:

• Bulk update via Attributes in Business Manager
• Bulk update via XML Import

Bulk Update via Attributes in Business Manager

1. Navigate to Business Manager → Merchant Tools → Products and Catalogs → Products
2. In the Product Search section, click the By ID tab
3. Locate List of IDs, enter product IDs, and click Find
4. Click Select all, then choose Edit all / Edit Selected
5. Select Update/Delete Product Attributes, then click Next
6. Click Select attributes and select:
   eswProductReturnProhibitedCountries
   

7. Enter the ISO country codes
8. Click Finish or Go to Batch Process to complete the update

Bulk Update via XML Import

1. Create an XML file containing:
   • catalog-id
   • product-id
   • Country ISO values or All under a custom-attribute
2. Navigate to Merchant Tools → Products and Catalogs → Import & Export
3. Upload the XML file under Import & Export files
4. Open the Import & Export module
5. Click Imports under Catalogs
6. Select the uploaded XML file and click Next
7. Choose Merge or Replace
8. Click Finish

Sample XML File

<?xml version="1.0" encoding="UTF-8"?>
<catalog xmlns="http://www.demandware.com/xml/impex/catalog/2006-10-31">

  <product product-id="701642853695">
    <custom-attributes>
      <custom-attribute attribute-id="eswProductReturnProhibitedCountries">
        <value>FR</value>
        <value>GB</value>
      </custom-attribute>
    </custom-attributes>
  </product>

  <product product-id="701642853718">
    <custom-attributes>
      <custom-attribute attribute-id="eswProductReturnProhibitedCountries">
        <value>All</value>
      </custom-attribute>
    </custom-attributes>
  </product>

</catalog>