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.
Creating an RMA
- Open the completed order > Actions > Create RMA.
- Select your items for return. Input a Qty to Return, Reason, and Description.
- Use the notification to go to the RMA details page.
- Optional: Add a note to the RMA.
- Optional: Add a document to the RMA. Click Actions > Manage Documents. Upload or delete documents.
- Click Save.
Emailing an RMA
When sending an RMA by email, the customer’s email on file will automatically be used.
- Access completed order details page > Actions > Send RMA via Email.
- Fill in the Subject, Sender Name, and Sender Email. You can choose to Include RMA Invoice PDF as an Attachment.
- Enter your message > Send.
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.
- In Client Settings, check Auto Send email when RMA Created to email automatically.
- To create a return label and email it to the customer, go to Creating an RMA Return Label.
Receiving an RMA
- Access RMA details page > Actions > Receive Return.
- Enter the Qty to Received > Warehouse.
- Click Receive. 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.
In Sellercloud, you can create unsellable warehouses for returned items. Learn more about warehouse management and unsellable warehouses.
Resolving an RMA
- Access RMA details page > Edit.
- Go to Items > Select items > Select Set Resolution.
- Select Resolution.
- For example, to replace the item, choose Set Resolution to Replace.
- On the next page, enter a reason why you are replacing the item > Set Resolution. 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 Refund.
- In the next window, enter the refunded amount > Set Resolution. 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 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. Click Set Resolution.
Optional: For greater oversight of RMA management, the RMA details page can also offer an Approved dropdown column with 3 options:
- Check 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:
- Go RMA details page > Actions > Close RMA > RMA details page.
- Check Auto Close RMA when Resolution updated in the Client Settings > Save.
When needed, here’s how to disallow an RMA.