RMA Reasons and Resolutions Overview


Overview

When handling your RMAs, you can set reasons and resolutions to manage the specifics behind why an RMA was created and how it will be dealt with. In this article, you will learn about creating and managing your RMA reasons and resolutions.


Create RMA Reasons

In addition to using the standard RMA Reasons (Global), you can also create your own custom ones by following the steps below:

  1. Go to Settings > Orders > RMA Reasons.
  2. Click the + icon.
  3. Enter Reason and click Save.add new reason
Click Edit RMA Reason, check the Hide checkbox and click Save to disable a reason from appearing on an RMA’s Reason list when creating a new RMA.

Map RMA Reasons per Channel

You can map how your existing RMA Reasons display based on your channels.

  1. Go to Settings > Orders > Channel RMA Reason Mapping and click the Edit icon.
  2. Select the Channel and map Channel Reasons.map reasons

RMA Resolutions

To set an RMA resolution:

  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 Resolution and type in a Comment.
  4. Click Set Resolution.sellercloud rma details page set resolution replace

You can choose from different RMA resolutions such as Refund, Replace, Exchange, etc. Learn more about each type below.

Resolution Type

Description

Refund Resolution

If the customer wants to return the item and get the money back, use the Refund resolution.

You can process the Refund on the Refund Order page (click the Refund Order link to open it).

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.

Replace Resolution

This resolution is used when the returned SKU is being replaced with another item of the same product. A replacement order with all the order information, including the address and item, will be created. The RMA MUST be received first otherwise it won’t create the replacement order but will update the resolution to Replace. The replacement order price will default to a full discount.

Exchange Resolution

This resolution is used when the returned SKU is being exchanged for a different SKU. The user will be prompted to select a new SKU and a replacement order will be created. It’s not mandatory for the RMA to be received in order for the replacement order to be created.

Reject Resolution

This resolution is used when customers reject items because goods hired or purchased from you aren’t as described, fit for their purpose, or of satisfactory quality.

Repair Resolution

This resolution is used when a customer sends a broken or malfunctioning item back to be repaired.

Not Decided Resolution

This resolution is used when it has to be clarified which actions (refund, exchange, repair, or else) should be taken. You will be able to update the resolution later.

No Action Needed Resolution

This resolution means that you don’t need to refund or exchange the product.

A Return Merchandise Authorization (RMA) reason defines the purpose of an order item return; for example, “wrong size.” Standard RMA reasons are available in Sellercloud by default, flagged as Global Reason on the RMA Reasons page, shown below. However, you can create your own list of RMA reasons to select whenever you create a new RMA.

RMA reasons differ from RMA resolutions. The reason defines why the customer wants to return an item (e.g., “Item is defective”), but the RMA’s resolution initiates an automated RMA resolution workflow in Sellercloud. For the RMA reason “Item is defective,” you could choose Set Resolution to Replace to auto-create a replacement order with all of the order information (customer address, item, etc.).

To create a new RMA reason:

  1. Click Settings> RMA Reasons.
  2. Enter the reason > Add Reason.

Click Hide > Save Settings to disable a reason from appearing on an RMA’s Reason list when creating a new RMA.

Was this article helpful?

Related Articles