Page History

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Once you have activated the RMA returns option in your back 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:

1. Access the "Orders Historyhistory" section of his or her account.
2. Select the order from which he wants to return an item by clicking on "Details".
3. Select the product(s) that s/he wishes to return by checking the box next to its name(s).
4. Add the quantity that need to be returned (optional) Add in case more than one product need to be returned).
5. (optional) In the "Merchandise return" section, add an explanation, in order for the shop team to better understand why the customer wants to return this product.
6. Click on "Request a return".

Once the form is complete, the customer clicks on "Make an RMA slipRequest a return", and the request is sent to the store manager (you). The request appears as "Waiting for confirmation" in the customer's "Return Merchandise AuthorizationReturns" page, accessible from the account page.

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The return request appears in your back office in the "Merchandise Returns" page. At first, the RMA return request has the "Waiting for confirmation" status.

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The refund process can take several steps, which are indicated by the RMA return status. There is just a handful of statuses, which can follow the whole RMA processIt can be either:

• Waiting for confirmation.
• Waiting for package.
• Package received.
• Return denied.
• Return completed.

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It is now up to you to accept it or deny it:

1. Click on the name of the return request ID to see more details.
2. Change the status to continue with the return process or stop it.

   • If you want to stop the return process (and deny the customer a refund), simply choose the "Return denied" status.

   • If you agree with the product being returned and the customer being refunded, follow each step precisely:

     1. Choose the next step in the process: "Waiting for package". This will send an e-mail email to the customer indicating that the product can be sent back to you.
     2. Once you have received the package, change the RMArequest's status to "Package received".
     3. Finally, once the whole process is over (either the customer has been refunded or you have issued a credit slip), change the RMA's status to "Return completed".
3. ValidateSave.

Refunding a customer

An order can be refunded, either partially or totally. This is done using two actions buttons located in the top bar of the order's page itself rather than in the RMA return page.

The action buttons change depending on the order's status. For instance, once the order is in the "Delivered" state, the "Add a product" and "Remove products" turn into two new buttons: "Return products" and "Partial refund".

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