Create RMAs directly from the dashboard, enabling you to submit return requests on behalf of your customers.
Limitations
- Only refunds are currently supported; exchanges, refunds to bank accounts, and order cancellations can not currently be created through the dashboard.
- Like in the portal, only items that have been fulfilled can be added to an RMA.
- Like in the portal, you cannot combine multiple return methods (except for a No Shipment Required return method combined with one additional return method) or multiple refund methods within the same RMA.
- Like in the portal, there is no support for custom items (they will be marked as ineligible).
- There is currently no support for creating BxGy (Buy X Get Y) returns through the dashboard.
- You can choose to either limit internally created RMAs by policy eligibility, or create RMAs in an unlimited manner unrestricted by policy rules.
Configuring Default RMA Values
Set the default values for internally-created RMAs to speed up the process and/or make sure the RMAs are created properly. This is helpful especially if you always use the same policy, for instance, if you mostly create RMAs in-store, the return method will always be Drop off at a store location.
Note: You can choose which fields to set defaults for and which to leave with no default.
It is recommended to set automation defaults if you want to use automations for manually created RMAs or if you are accustomed to using a particular automation.
Tip: Set your defaults only for cases that occur frequently and make sure to instruct your users, to prevent mistakes. It is a powerful tool and should be handled carefully.
To set RMA defaults for internally-created RMAs:
- Go to Settings > Store Settings.
- Open the Internal RMA Creation section.
- Set the item request defaults, including a default return reason, resolution, and return method, as well as fees and adjustments that will be the default for every item added to an RMA.
4. Set your automation defaults for internally-created RMAs.
5. Click on the save icon.
Operation Modes
There are two operation modes for internally created RMAs:
- Unlimited
Not restricted by policy rules. While this gives you full control, it can also be risky if not handled responsibly, so it is recommended to ensure employees receive proper training and clear instructions before creating RMAs through the dashboard in this mode. - Enforced Policy Eligibility
Limited based on policy rules. The system checks the order for eligibility, and when creating an RMA through the dashboard you can choose from a list of eligible rules, which determine the return method, resolution, automations, fees, and more.
Configuring Operation Modes
You can set per user whether they have access to internally create RMAs and in what operation mode they will be able to do so. Learn more about user roles.
To configure permissions per user:
- Click on your email address in the top right of the ReturnGO dashboard.
- Go to Store Account.
- Click on the pencil icon next to the user you want to edit.
4. In the User Permissions section, select the RMA Creation Permissions setting to be applied for this user:
- No Access - The user will not see the "Create RMA" button option in the dashboard at all.
- Configurable - The user will be able to select for themselves whether to create RMAs in Unlimited mode or in Enforced Policy Eligibility mode.
- Enforced Policy Eligibility - The user will only be able to create RMAs in Enforced Policy Eligibility mode.
Users who have permission to configure for themselves which mode to use will be able to change modes at the top of the page when creating an RMA.
Unlimited Mode
Unlimited mode enables you to create RMAs unrestricted by policy rules. While this gives you full control, it can also be risky if not handled responsibly, so it is recommended to ensure employees receive proper training and clear instructions before creating RMAs through the dashboard in this mode.
Creating RMAs in Unlimited mode is useful when you need to issue a refund outside of your normal return policy rules, or when you need to create multiple RMAs on behalf of your customers.
Some common use cases include:
- A return after the standard return window
- Issuing a specific type of refund for normally ineligible items
- Processing a return in-store
- Handling an exception case by customer support
- Returning an order that doesn't have customer information
This can be especially useful for customer support teams, return managers, and in-store staff.
How to Create an RMA in Unlimited Mode
- Go to Manage Returns.
- Click CREATE RMA.
3. Search for the order by order number.
5. Select an item you want to add to the RMA by clicking on the plus (+) symbol.
Tip: You can only add fulfilled items to an RMA.
6. Select the return reason, return method, and resolution.
Tip: You are not limited by your normal policy rules.
7. Add fees if relevant, and add any adjustments to manually give a reduced refund or add a bonus to the refund.
a. Adjustments defined within a resolution will update this field when selected.
8. Click ADD to add the item to the RMA.
10. Under the Automations section, set your automations for this RMA.
a. It’s recommended to set default automations so that you don’t forget to set an automation that you usually use, such as auto-refund.
11. Review the RMA summary showing the total refund amount, including any fees and adjustments.
12. Optional: Add an internal note that will appear on the RMA.
13. Choose whether to send automated customer emails.
a. If you enable Send Customer Emails, it will send emails as normal, as set in your email settings.
b. If you’re refunding the customer on the spot, you might not want to send the customer all the return emails, in which case you can disable the email. You can also always send specific emails later through the RMA card if you want to send a notification during a manual process.
14. Submit the RMA as pending or as approved.
15. The RMA will be created and you will be redirected to the relevant RMA, which will include an internal note identifying that it was manually from the dashboard.
a. The Timeline section also show which user created the RMA, and, if done by a physical store user, from which store location.
When an RMA is created manually in unlimited mode using a unique combination of resolution, return method, and return reason, its policy rule will appear as Custom Policy Rule.
Enforced Policy Eligibility Mode
Enforced Policy Eligibility mode requires you to select a policy rule when internally creating an RMA. This means you cannot select any combination of resolution, return method, etc., but rather are limited by set policy rules.
The system checks the order for eligibility, and when creating an RMA through the dashboard you can choose from a list of eligible rules, which determine the return method, resolution, automations, fees, and more.
How to Create an RMA in Enforced Policy Eligibility Mode
- On your ReturnGO dashboard, go to the Manage Returns page.
- Click CREATE RMA.
3. Search for the order by order number.
4. At the top of the page, you can see all the order details and customer information.
5. Select an item you want to add to the RMA by clicking on the plus (+) symbol.
Tip: You can only add fulfilled items to an RMA.
6. Select the return reason.
7. Select the policy rule.
8. Click ADD to add the item to the RMA.
9. In the Return Details section, you can see all the items that you added to the RMA, and you can edit or remove them from the RMA by clicking on the pencil and trash icons.
10. In the Fees section you can view the fees that automatically apply to the selected policy rule.
11. Review the RMA summary showing the total refund amount, including any fees and adjustments.
12. Optional: Add an internal note that will appear on the RMA.
13. Choose whether to send automated customer emails.
a. If you enable Send Customer Emails, it will send emails as normal, as set in your email settings.
b. If you’re refunding the customer on the spot, you might not want to send the customer all the return emails, in which case you can disable the email. You can also always send specific emails later through the RMA card if you want to send a notification during a manual process.
14. Submit the RMA.
15. The RMA will be created and you will be redirected to the relevant RMA, which will include an internal note identifying that it was manually from the dashboard.
a. The Timeline section also show which user created the RMA, and, if done by a physical store user, from which store location.
Manager Approval
This feature is currently in beta. Apply to join the beta here.
The Manager Approval feature adds an extra layer of control when using the Unlimited mode for internally creating RMAs.
This feature helps you maintain control over your return process and ensure that only authorized staff can approve out-of-policy returns by adding an additional step requiring a manager's approval when approving an RMA.
Learn more about Manager Approval here.
Policy Rule Visibility
You can define where each policy rule can be used and by whom:
- Customer-facing policy rules: When you make a policy rule available in the return portal, it automatically becomes available to your employees in the ReturnGO dashboard as well.
- Employee-only policy rules: You can create policy rules specifically for your employees to use when internally creating RMAs through the dashboard. These rules won't be visible to customers in the return portal.
This gives you the flexibility to offer standard return options to customers while also having internal policies for specific situations.
Configuring Policy Rule Visibility
To configure where the policy rule is offered:
1. Go to Settings > Return Policy.
2. Click on the specific policy rule you want to edit.
3. In the Detail section, under Apply to, select all the relevant options from the dropdown checkbox.
a. Returns Portal: Check this box if you want this policy rule to be visible and usable by your customers when they create RMAs through the returnportal.
b. Create RMA - Online users: Check this box if you want employees who are not associated with a physical store location to have access to this policy rule when creating RMAs through the dashboard.
c. Create RMA - Physical store users: Check this box if you want employees who are associated with a physical store location to have access to this policy rule when creating RMAs through the dashboard.
4. Click on the save icon to save your changes.
