Summary:
This article explains why an Adobe subscription import may fail with the RETURNABLE_PURCHASE error and describes the steps required to successfully complete the import.
Issue:
When attempting to import an Adobe subscription using Seamless Move in Xvantage™, the import may fail with the following error:
“Customer is not eligible for transfer. Reason: RETURNABLE_PURCHASE”
This error prevents the subscription from being imported or transferred successfully.
Cause:
The RETURNABLE_PURCHASE error occurs when one or more recent Adobe orders associated with the subscription are still within Adobe's 14-day return period.
During this period:
The order remains eligible for return or cancellation.
The subscription is considered returnable.
Adobe does not permit subscription transfers or imports while a returnable order exists.
This restriction is enforced by Adobe and cannot be overridden in Xvantage™.
Resolution:
Use one of the following options to resolve the issue:
Option 1: Wait for the Return Period to Expire
Identify the date of the most recent Adobe order associated with the subscription.
Verify whether the order is still within the 14-day return window.
Wait until 14 days have elapsed from the order date.
Retry the Seamless Move import.
Once the return period has expired, Adobe automatically allows the subscription transfer and the import should complete successfully.
Option 2: Ignore the Return Window (If Available)
If you have confirmed that the order will not be returned or canceled, you may be able to proceed with the import by selecting Ignore Order Return during the import process.
Important: Use this option only after confirming that there are no financial, licensing, or contractual risks associated with bypassing the return period.
Verification
After the return window has expired, or after selecting Ignore Order Return (when available), retry the import process.
The import should complete successfully if no other transfer restrictions are present.