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RMA Workflow

Table of Contents

Overview

Return Merchandise Authorization is the proper workflow for managing an order return. RMAs let you track a return from first contact with the customer until it is received back into your warehouse. In this article, you will learn about the full workflow of an RMA.

Configure Return Address Settings

To create an RMA label in Sellercloud, you must first configure your return address settings as described below. You can either configure them for each company or per channel by creating a channel company profile. Note that the channel company profile will take priority over the company return address.

Company Return Address

To configure a company return address, follow the steps below:

  1. Go to Settings > Company > Toolbox > Return Settings.
  2. Enter the Address for the return label and select the default Shipping Carrier and Shipping Service. The carrier set here becomes the default for all new RMA return labels.
    return label configuration

    Do not put spaces, parentheses, or dashes into the Phone field as this may cause errors.
  3. Go to Toolbox > Shipping API.
    Enter the API credentials for your RMA labels.

Channel Company Profile

To configure a channel company profile, follow the steps below:

  1. Navigate to Settings > Companies > Select a Company > Toolbox > Channel Company Profile.
  2. Choose the channel from the Channel dropdown.
  3. Select Enable below Return label address.
  4. Enter your Return Address.

Create an RMA

After configuring the return address as described above, you can create an RMA.

Create an RMA manually

  1. Go to Orders > Manage Orders.
  2. Open an order > Actions > Create RMA.
  3. Select your items for return. Input a Qty to Return, Reason, and Description.
  4. Click Create.sellercloud completed order details create rma

You can also add a document to the RMA:

  1. Click Actions > Manage Documents.
  2. Upload or delete documents.
  3. Click Save.

Create an RMA in bulk

  1. Go to Orders > Manage RMA.
  2. Click Import in the Menu on the bottom-right corner of the page.
  3. Download the Sample RMA template, fill in the table, and import the file.import RMA

Generate RMA Labels

Optional: You can generate a return label from Sellercloud and email it to your customer if you wish.

  1. Go to Orders > Manage RMA > Open an RMA.
  2. Click Toolbox > Shipping Labels > Create Return Label.create new label
  3. Verify the information generated by the system and click Generate Label.
  4. Select a label and click Send Selected Via Email to email it.Send Selected Via Email

Resolve an RMA

  1. Go to Orders > Manage RMA > Select an RMA.
  2. In the Items panel select items and click Set Resolution.sellercloud rma details page set resolution
  3. Select a Resolution and type a Comment.
  4. Click Set Resolution.sellercloud rma details page set resolution replace
You can select a resolution for your RMA even if it’s not yet received.

For more information read the RMA Reasons and Resolutions Overview article.

Receive an RMA

  1. Navigate to the RMA Details page > Actions > Receive Return.
  2. Enter the Qty to Receive and select Warehouse.
  3. Click Receive.
    The inventory movement will be noted as an OrderReturn on the Inventory Movement History page. The item cost on the order will automatically update to 0.    sellercloud rma details page actions receive rma window

You can create unsellable warehouses for returned items in Sellercloud. Learn more about warehouse management and unsellable warehouses.

Close an RMA

There are two options after you resolve an RMA:

  • Go to the RMA Details page > Actions > Close RMA.
  • Check Auto Close RMA when Resolution updated in the Client Settings > Save.

Learn more about how to disallow an RMA.

Overview

Return Merchandise Authorization is the proper workflow for managing an order return. RMAs let you track a return from first contact with the customer until it is received back into your warehouse. In this article, you will learn about the full workflow of an RMA.

Check out this video tutorial on creating and managing an RMA in our Alpha interface!

Update to the Video: Inventory will now be updated automatically in Sellercloud whenever you receive an RMA in ReceiveBridge.

Configure Return Address Settings

To create an RMA label in Sellercloud, you must first configure your return address settings as described below. You can either configure them for each company or per channel by creating a channel company profile. Note that the channel company profile will take priority over the company return address.

Company Return Address

To configure a company return address, follow the steps below:

  1. Go to Settings > Company > Toolbox > Return Settings.
  2. Enter the Address for the return label and select the default Shipping Carrier and Shipping Service. The carrier set here becomes the default for all new RMA return labels.
    Do not put spaces, parentheses, or dashes into the Phone field as this may cause errors.
  3. Go to Toolbox > Shipping API.
    Enter the API credentials for your RMA labels.

Channel Company Profile

To configure a channel company profile, follow the steps below:

  1. Navigate to Settings > Companies > Select a Company > Toolbox > Channel Company Profile.
  2. Choose the channel from the Channel dropdown.
  3. Select Enable below Return label address.
  4. Enter your Return Address.

Create an RMA

  1. Open the order and click Action Menu > Manage RMA > Go.
  2. Create a new return by completing the required fields: Qty To Return, Reason for return, and Description.
  3. Click Continue. An RMA number will be generated for the order.
  4. Optional: Add a note to the RMA and click Create Note.
  5. Optional: Add a document to the RMA by clicking Action Menu > Manage Documents > Go. Upload or delete documents.
  6. Click Save.

Emailing an RMA

  1. 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

  1. When the merchandise is actually returned, in the RMA click Action Menu > Receive Return > Go.
  2. Enter the Qty Received and select the receiving Warehouse. Note: You may want to create an unsellable warehouse for returns.
  3. 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

  1. In the RMA, select a resolution option from the Action Menu > Go:
  2. For example, to replace the item, choose Set Resolution to Replace.
    1. 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.
  3. For example, to refund the item, choose Set Resolution to Refund.
    1. 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.
  4. On the Exchange resolution page, you can enter an exchange SKU with which to exchange 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:

  1. Select Enable RMA Item Approval Status in the Client Settings.
  2. On the RMA detail page, see the Approved column next to the Resolution column with a default status of Undecided.
  3. 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.
When needed, here’s how to disallow an RMA.
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