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      Manager Approval

      Last Updated: December 9, 2024

      The Manager Approval feature helps you maintain control over the returns process, ensuring that only authorized staff can approve certain RMAs.

      Requirements

      This feature is currently in beta. Apply to join the beta.

      • At least one Online Store Staff or Physical Store Staff user
        • If there are no such users, RMAs will be created normally, without requiring manager approval.
      • Approve as Manager permissions
        • Users with the roles Store Owner, Admin, Owner, Online Store Manager, and Physical Store Manager automatically have this permission.
      • The updated version of the Manage Returns and RMA Page. Learn more here.
      • Unlimited mode permission enabled for internal RMA creation.

      Enabling Manager Approval

      Ensure relevant user roles are set up to utilize this feature effectively. For more information, refer to the User Roles article.

      To enable or disable the Manager Approval feature:

      1. Go to Settings > Store Settings.
      2. Open the General Returns section.
      3. Toggle the Require Manager's Approval setting.
      4. Click on the save icon to save your changes.

      How it Works

      To approve an RMA that meets the relevant criteria:

      • Online Store Staff: Cannot approve RMAs that require manager approval.
      • Physical Store Staff: When trying to approve an RMA that requires manager approval, a pop-up will appear and a manager will need to enter their ReturnGO password to approve the RMA. 

      Manager Approval Required Indicator

      You can identify RMAs requiring manager approval in the following locations:

      • Manage Returns Page:
        • Pending manager status: RMAs that require a manager's approval will have the status Pending manager.
      • RMA Page: 
        • Pending Manager status: RMAs that require a manager's approval will have the status Pending manager.

      How Manager Approval Works for Different Users

      When an RMA requires manager approval, it will have a Pending manager status. Here's how the approval process works for different user roles:

      • Online Store Staff: The APPROVE button on the RMA page will be disabled, preventing them from approving the RMA.
      • Online Store Manager: The APPROVE button on the RMA page will be enabled, so they can approve the RMA directly.
      • Physical Store Staff: There will be a Manager Approval pop-up when attempting to approve an RMA. This way a physical store manager can approve the RMA using the staff member's logged-in account.
      • Physical Store Manager: The APPROVE button on the RMA page will be enabled, so they can approve the RMA directly.

      Out-of-Policy RMAs

      When an internally created RMA is submitted using Unlimited mode, the system runs a policy check to determine if the RMA request falls within the defined return policies. This check occurs in two stages:

      1. During RMA Creation: As you add items to the RMA, the system continuously verifies if:
        1. The order items qualify for at least one policy rule.
        2. The specific items (or combination of items) being added to the RMA are eligible for a policy rule. 
      2. Upon RMA Submission: When submitting an internally-created RMA, the system performs a final check to see if the RMA adheres to the policy rules.

      If the system identifies the RMA as out-of-policy, an indication will appear in the Return Details section and the RMA will require manager approval.

      How to Identify Out-of-Policy RMAs

      Out-of-policy RMAs will be indicated in the following ways:

      • Create RMA: When creating an RMA you will see an indication in the Return Details section if it is out-of-policy.

      • Submit RMA: When submitting an out-of-policy RMA:
          • Users with “Approve as Manager” permission: The RMA will be created but marked as out-of-policy and will require manager approval, reflected in its status as Pending manager.
      • Users without “Approve as Manager” permission:
      • If the RMA was submitted as pending, the RMA will be marked as out-of-policy and will require a manager's approval. 
      • If the RMA was submitted as approved:
        • Online Store Staff - Will get an error (red bar) notifying that they don’t have permission to approve an out-of-policy RMA.
        • Physical Store Staff - The manager approval pop-up will be displayed. If there isn’t a manager available at that moment, the staff member can submit the RMA as pending.

      You can identify out-of-policy RMAs in the following locations:

      • Manage Returns: In the RMA table, you will see an out-of-policy indication on the RMA line.

      • RMA Page: In the RMA Details section, you will see an indication that the RMA is out-of-policy.