Customers in a Business to Consumer (B2C) or Business to Business scenarios (B2B) will make claims for credit returns for a variety of reasons for example, the product arrived damaged, the wrong product was shipped, the product was charged at an incorrect prices etc.. The claim for new products to be shipped or a credit returns needs to be investigated before a determination is made. The process is for a credit return to be created and processed before being approved and then confirmed for receipt of goods, issuing credit return etc. The process should be managed by workflow. At present, there is not workflow available in Sales and Marketing for credit returns.