58 RAs/week · 20% auto-refund · 42% no warehouse return · 0 Cash Sales · 18% kit · 8% need supplier approval

The CE workflow docs are reference, not specification — they record what the team does today. Some steps may be habit built around a constraint nobody has demonstrated

Settled: raise the RA where an inventory item is involved (it moves the bin requirement to the Item Receipt) · no partial-kit returns · kits need no special handling · approval precedes the RA

Replacement vs Exchange: same product = treatment A (warranty, nets to zero) · different product = treatment B (invoice reduced, SO#2 a full-price sale). One credit memo, not two — it applies to both the new invoice and the customer refund

Store credit: RA → CM → close the CM → issue in Shopify, 3-year expiry. The balance lives in Shopify; NetSuite never learns of redemption or expiry

§3a position: near-term O1 + a detection report · destination O2. O4 only once the console owns P0 end to end

Four flows, two chained pairs — Shopify→NS cancellation (11am/2pm/5pm) triggers the inbound refund leg; NS→Shopify cancellation (12/3/6pm) triggers the outbound refund leg. Neither refund flow has its own schedule, so each direction goes on or off as a pair.

Scope: refunds, returns, exchanges, replacements and cancellations. Kustomer is out of scope — no conversation handling in this platform

NetSuite allows partial line closure — 470 SOs in 3 months. The partial-cancel limit is Shopify-side, not NetSuite

No entity change is proposed. Two candidates exist (C1 skip the RA where nothing returns · C2 repair), each blocked on evidence — marked red on the cases they touch