As an agent, you can create a return on behalf of your customer. This is supported in 2 ways:
Create a return in the Self-Service module (customer portal)
The "create return" option in the return overview allows you to login the Advanced self-service module on behalf of the customer. Here you can create a return in the same way your customer would. To create a return on the self-service portal click the "Continue" button.
If returns authorization is set to manual you will have to approve the return in the service module.
Create a return authorization link
The "create return" option in the return overview allows you to create an authorized return link that you can send (email) to your customer to finalize the return. By clicking the link your customer will navigate to a pre-authorized return in the Advanced self-service module. To share the link with your customer click the "Copy" button.