Processing Return Orders – Cleo

We have implemented new logic in order processing that changes how Returns must be entered. This update is necessary because different return scenarios require different processing rules.

Return Scenarios

Returns may involve:

Subscription products
Perpetual (one-time) purchases
Services
Entire order returns
Partial term returns (e.g., returning the final 2 years of a 3-year subscription)
Partial component returns (e.g., returning one module or connector)

Each scenario triggers different downstream processing, so additional classification is now required.

Required Return Fields

To support this enhancement, we have updated an existing field and added a new required field.

Order Category (Existing Field)

If an order is a Return, one of the following must now be selected:

Return Subscription – Return includes subscription items
Return Perpetual – Return involves a perpetual or rollover purchase
Return Service – Return includes service-only items

Return Type (New Required Field)

This field is required for all Return orders:

Returning Subscription/Order
Used when returning the full original order or an entire add-on order.
Returning Time
Used when reducing the subscription term by adjusting the contract end date.
Returning Components
Used when returning part of an existing order (e.g., a component of a cloud package).

Related Subscription Requirement

When a Return involves a subscription, the Related Subscription field must now be populated.

This ensures accurate updates to:

ARR adjustments
Subscription pricing (for component returns)
Contract end dates (for time-based returns)

Example

If a customer has a 3-year subscription ending 12/31/2028 and returns the final year as part of an upgrade, the system will adjust the subscription end date to 12/31/2027, removing the returned portion of the term.