Authorize Order Returns with RMAs

Before accepting an order return, many retailers require customers to obtain an RMA (return merchandise authorization) from a customer service rep. Customer service reps can issue RMAs through the Customer Service tool.

 

Search for the Order

1. Go Customer Service > Search.
2. Find the desired order and click to open it.

 

Issue the RMA

1. At the bottom of the Order record, press the [Create RMA] button.
2. On the RMA window, enter the Reason for returning the item. Doing so will load pre-determined settings for Restock, Refund, and Ship. However, you can modify them to your needs.
   • Restock: Determines whether the item should be restocked.
   • Refund: Grants permission to refund a particular item on the order.
   • Ship: Controls whether shipping costs are refunded as well. Refunded costs will be prorated.
3. Under the second Ship column, you can manually enter a refund amount for shipping. This overrides the prorated amount.
4. Under Fee, you can charge any additional fees associated with returns such as restocking fees.
5. Select the facility to which returns should be shipped.
6. Optionally, you may enter special notes and instructions for the returns processor.
7. In the bottom-right corner of the RMA window, toggle the [Refund/Store Credit] button.
   • [Refund]. The amount will be issued back to the customer’s method of payment.
   • [Store Credit]. The amount will be refunded in the form of Store Credit.
8. Press the [Submit RMA] button.