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Applies to Product - Dynamics 365 Commerce

What’s happening?
Customers are experiencing issues where the original method of payment is not displayed on the Point of Sale (POS) system when attempting to return an E-commerce order. Instead, all available payment methods are shown, which does not align with expected behavior.
 

Reason:
The underlying cause appears to be related to how settlements are processed against the original invoice. Specifically, when there are multiple payment methods (e.g., credit card and gift card) and if the credit card amount is less than the maximum overpayment/underpayment threshold, an underpayment record is created. This record is settled against the invoice instead of the original payment method, which breaks the link to the invoice and prevents the credit card payment from being available for returns.
 

Resolution:

  1. Ensure that the "Unified return processing experience in POS" feature is enabled in the system.
  2. Check the Call Center parameters, specifically the "Apply Credit" setting on the RMA/Return tab. If set to YES, ensure that the "Apply credits payment method" is correctly configured.
  3. Review the payment method configurations to confirm that they are set up correctly for the return process.
  4. Investigate the transactions in the Customer Transactions section to identify any overpayment/underpayment records that may have been created during the settlement process.
  5. If necessary, adjust the maximum overpayment/underpayment threshold to prevent the creation of these records, which can interfere with the return process.