Cancel Inactive RMAs

This article explains how to configure ReturnGO to automatically cancel RMAs after a defined period if the customer hasn't taken the required action.

What is Automatic RMA Cancelation?

The Automatic RMA Cancelation feature helps manage open RMAs by automatically canceling them when a customer fails to take the required action within a specified timeframe. This feature helps to maintain your RMA queue, allowing you to focus only on relevant RMAs.

How Automatic RMA Cancelation Works

When enabled, this feature automatically cancels open RMAs if the customer hasn't taken the required action within a defined period.

ReturnGO will manage RMAs based on the following actions and triggers:

1. Return the Items:
   • Timer Start: Begins when the RMA is approved.
   • Timer Duration: Three different timers are set depending on the shipping scenario:
     • Tracked Shipments: Timer is automatically managed.
     • Untracked Domestic Shipments: Timer is managed manually when the RMA status is changed to Shipment Received.
     • Untracked International Shipments: Timer is managed manually when the RMA status is changed to Shipment Received.
   • Abort Trigger: Shipment status is marked as Delivered.
2. Pay Fees Invoice:
   • Timer Start: Begins when the invoice is sent (after RMA approval, triggered automatically or manually).
   • Abort Trigger: Invoice is paid.
3. Pay Exchange Invoice:
   • Timer Start: Begins when the invoice is sent (after the Release Exchange process, triggered automatically or manually).
   • Abort Trigger: Invoice is paid.

For each action, the merchant can define a specific return reason. This reason will be included in the email sent to the customer and in notifications sent via connected integrations.

ReturnGO does not notify the customer about canceling the RMA based on the set criteria - you can update your email notification about the criteria set.

Configuring Automatic RMA Cancelation

To configure the Automatic RMA Cancelation feature:

1. Go to Settings > Store Settings.
2. Open the General Returns section.

3. Enable the Cancel Inactive RMAs toggle.
This will reveal the following settings:
4. Configure the waiting periods before expiration in the RMA Cancelation table.

• • REQUIRED CUSTOMER ACTION: This column lists the actions the customer needs to take.
  • CANCEL AFTER: This column allows you to set the number of days to wait before automatically canceling the RMA.
    • Enter a whole number (up to 999) in the textbox, followed by the word "days".
    • Leave the textbox empty if you don't want to automatically cancel RMAs for that specific action.
  • CANCELATION REASON: This column allows you to customize the cancelation reason that will be sent to the customer.

5. Click on the save icon to save your changes.

Changing the Defined Periods

Changing the periods you previously defined will only affect RMAs when they reach a timer start event. If a timer has already started for an RMA, it will not be affected by the changes you applied and its countdown will continue.

By configuring the Automatic RMA Cancelation feature, you can efficiently manage your RMAs, ensuring a smoother return process for both you and your customers.