RMA

The RMA process starts with the customer applying for an RMA# in the webshop

• go to my account
• find the order in the order list
• click on the create RMA button
• indicate which products and the qty of each to be returned
• write down the reason for the return of the products
• apply for replacement or credit when submitting the application

customer receives confirmation email stating that the application is pending

Applications for RMA are listed in admin under RMA/Pending

Clicking on the RMA# opens the detail page, and you can do the following:

• in case of credit, enter restocking fee and remove/reduce freight credit
• write an admin comment about the order (only shown in admin, not for the customer)
• you can remove products from the RMA using the checkboxes for each line
• if you are not ready to make a decision, click on update to save comments and restocking fee
• select credit, replacement, advance replacement, reject or cancel and click on make decision

advance replacement means that you send the customer a new product before he returns the defective one.
if customer applies for a refund, the default restocking fee is automatically suggested

After you have approved an RMA for replacement or credit it moves to RMA/Receiving

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• if you didn't receive all the products, don't forget to click on update to save comments
• when all the products are received, click on merchandise received button

After receiving the products, processing moves to RMA/Testing

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• enter comments/test results for each product line
• if you need to continue testing later, don't forget to click on update to save comments
• click on testing completed button when all the received products are processed

After testing the products you make the final decision about what to do with the return

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• add/change the comments for each product line
• in case of credit, enter restocking fee and/or freight credit
• if you need to continue later, don't forget to click on update to save comments and amounts
• select credit, replacement, reject or cancel and click on make decision

When the decision is REPLACEMENT

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• if you need to continue later, don't forget to click on update to save comments and amounts
• click on processed when you have made the replacements for the customer

there's no auto-creation of replacement orders since you may use an internal RMA pool, ship directly from distributors or manufacturers RMA departments, or create regular webshop orders to fulfill the replacement

When the decision is REFUND

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• if you need to continue later, don't forget to click on update to save comments and amounts
• for credit card orders, clicking on refund will refund the amount to the customers credit card. This operation cannot be reversed. Information about the refund is shown inside the original order details.
• if it is not a credit card order, click on refund after you have manually made the refund for the customer

When the decision is ADVANCE REPLACEMENT

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• if you need to continue later, don't forget to click on update to save comments and amounts
• click on approve replacement to move on

when you select advance replacement the order of the RMA steps are different from credit or replacement. First you go to advance replacement, then to payment (in case of security deposit), and after that to replacement. The next steps are receiving and testing.

RMA/Payment

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• edit service fee and security deposit amount
• if you need to continue later, don't forget to click on update to save comments and amounts
• click on charged to move on, indicating that funds are secured. The RMA moves to RMA/Replacement.

RMA/Closed

This is the status for all completed, rejected or canceled RMA.

Clicking on the RMA# opens the detail page, and you can do the following:

• enter admin comment
• don't forget to click on update to save comments and amounts