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Once you have activated the RMA option in your back-officeback office, the customer can choose to return an item (provided the order is still in the time of validity). In order to do this, s/he must do the following:
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The return request appears in your back - office. At first, the RMA has the "Waiting for confirmation" status.
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If the customer paid the order using a credit card, the payment system may refund the cart automatically, or you may have to do it yourself. If the order was paid using a check or a bank transfer, you have to issue the refund yourself, then mark the order as having been refunded manually in the back-office back office (in the order's page).