Merchandise Returns

The "Merchandise Returns" page gives you a list of all the RMA process (Return merchandise authorization).

At the bottom of the page, you have the possibility of enabling customers to send products back to you ("Enable returns" option). Simply make a choice, indicate the number of days during which a return request can be made, and save your settings: customers now have the ability to ask for a return authorization. You can also edit the prefix for the return number, or chose not to have any.

Return process: how the customer sees it

Once you have activated the RMA 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 History" section of his or her account.
  2. Select the order from which he wants to return an item.
  3. Select the product(s) that s/he wishes to return by checking the box next to its name(s).
  4. (optional) Add an explanation, in order for the shop team to better understand why the customer wants to return this product.

  1. Returns have to be enabled ("Enable returns" option).
  2. The order has to be in the time of validity.
  3. The orders needs to have had at least the following statuses:
    • At least two statuses of which one has the option "Set the order as paid" enabled and the other has the option "Set the order as shipped" enabled.
    • One status which has both options ("Set the order as paid" and "Set the order as shipped") enabled.
    Statuses can be edited on the "Statuses" page under the "Orders" menu.

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

Return process: how you see it

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

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

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

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

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 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".

Product return is not activated by default. To activate it, go to the "Product returns" page under the "Orders" menu, and activate the option in the option section at the bottom of the page. This will apply to all products and all orders.

When you set a product as returned or to be refunded, four options are available below the list of products:

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 (in the order's page).