Creating an RMA (Return Merchandise Authorization)
Return Merchandise Authorization is the proper workflow for managing an order return. Through an RMA, you can track the return from when the customer contacts you until it is received back into your warehouse. RMAs let you set resolutions, such as a refund or exchange; track serial numbers; and much more. You can even send the customer a return label.
Check out this short video on creating and managing an RMA!
Creating an RMA
- Open the order and click Action Menu > Manage RMA > Go.
- Create a new return by completing the required fields: Qty To Return, Reason for return, and Description.
- Click Continue. An RMA number will be generated for the order.
- Optional: Add a note to the RMA and click Create Note.
- Optional: Add a document to the RMA by clicking Action Menu > Manage Documents > Go. Upload or delete documents.
- Click Save.
Emailing an RMA
- To email the return instructions to the customer, click Action Menu > Send RMA via Email > Go. The customer's email address on the order will populate in the E-mail Address field. (Amazon and Buy.com will redirect the email to the buyer's real email.) The email will default to the email template assigned to RMAs on the Email Template Assignment page. Other templates will be available for selection from the Select Email Template dropdown. You can also write or edit instructions in the Email Message editor.
- To email automatically, enable the Client Setting Auto Send email when RMA Created.
- To create a return label and email it to the customer, go to Create a Return Label.
Receiving an RMA
- When the merchandise is actually returned, in the RMA click Action Menu > Receive Return > Go.
- Enter the Qty Received and select the receiving Warehouse. Note: You may want to create a unsellable warehouse for returns.
- Click Save. The inventory movement will be noted as an OrderReturn on the Inventory movement history. The item cost on the order will automatically update to "0."
Resolving an RMA
- In the RMA, select a resolution option from the Action Menu > Go:
- For example, to replace the item, choose Set Resolution to Replace.
- On the next page, enter a reason why you are replacing the item, and click Save. A replacement order with all the order information, including the address and item, will be created. Click the link to access and manage the replacement order. The replacement order price will default to a full discount.
- For example, to refund the item, choose Set Resolution to Refund.
- On the next page, enter the refunded amount. The reason for refunding an order is required. Click Save. To process the refund, click the Refund Order link to open the refund order page. If you created a replacement order and then changed your mind and decide to refund, an option allows you to void the replacement order from the Refund Resolution page.
- On the Exchange resolution page, you can enter an exchange SKU with which to exchange with the returned item. A replacement order with the new item will be created. The replacement order will assume the sale price of the original order and be fully discounted.
Optional: For greater oversight of RMA management, the RMA details page can also offer an Approved dropdown column with 3 options:
- Select Enable RMA Item Approval Status in the Client Settings.
- On the RMA detail page, see the Approved column next to the Resolution column with a default status of Undecided.
- Choose Approved or Rejected as the status for each item > Save.
Closing an RMA
There are 2 options when you have finished with an RMA:
- In the RMA, click Action Menu > Close RMA > Go.
- Select Auto Close RMA when Resolution updated in the Client Settings > Save.