In D365 commerce, when a return order is created in call centre in reference to an original order that was paid by card, the call centre logic applies the same original card to the return order. However, same flexibility is not available to return to external gift card when original order was paid by external gift card.

For customers, below are the preferred payment method to apply to a return for both instore and in call centre.

• When a return order that is created in reference to an original order that was paid by card, the refund payment should be applied to same original card.

• When return order that is created in reference to an original order that was paid by external gift card, the refund payment should be applied to the original gift card or to a new gift card (on POS) or an e-Gift card (in call centre). Return to an external gift card is also a preferred option if original payment was (Normal) e.g. Cash.

Also, external gift card should be an allowed option to setup as default return payment method that is defined on the RMA/Return tab of the call centre parameters page. This will allow a consistent return payment processing in call centre if the original payment type is unknown for any reason, or if multiple payment methods were used (partially by card, gift card, cash, etc) for payment in the original order.