Viewing RMA Details

When your customer submits an exchange or a refund request through your portal, the request details are documented on an RMA page.  

To view a specific RMA, go to Manage Returns and click on the relevant RMA.

The RMA page gives you a comprehensive view of each return request:

• Back button: Click the arrow to return to the main Manage Returns page.

• Previous/next buttons: Navigate to the previous or next RMA in the list.

• RMA summary: Displays the RMA number, date and time the return was requested, and the current status of the RMA.

• Order summary: Shows the associated order number (clickable to view order details in your eCommerce store), order status, and fulfillment date.

• Customer info: View the customer's name, any other open RMAs they have, their store credit balance, transaction history, and shipping address.

• Items: A list of all items in the return request. Click on an item to view detailed information. Use the checkboxes to select specific items for actions like refunding or restocking.

• Shipments: Expand this section to see tracking details and status updates for the return shipment.

• Draft orders and pending payments: View any draft orders, invoices, and pending payments for exchanges related to this RMA.

• Timeline: A chronological log of all activity related to the RMA, including automated actions and manual updates. You can also add your own notes directly to the timeline.

• Action buttons bar: The bottom bar contains buttons for taking actions on the RMA, such as approving, rejecting, marking as received, and more. The available actions will vary depending on the current status of the RMA.

Managing an RMA

For detailed information on how to process an RMA, including approving, rejecting, marking as done, and more, click here.

Item Status Icons

Several status icons may appear on the right side of each item in the RMA. Each icon represents an action taken on the item. Blue icons represent positive actions (i.e restocked) while red actions mean negative actions (i.e not returned).

• In transit: The item has been shipped by the return carrier.
  
• Returned: This icon appears after you validate the item. It will show as Yes if you validated that the item was returned and No if you marked it as not returned.
  
• Restockable: This icon appears after you validate that the returned item is restockable. It will show as Yes if you mark the item as restockable and No if you mark it as non-restockable.
  
• Restocked: This icon appears once you click the RESTOCK button, and it means that this item has been restocked to your store’s inventory.
  
• Refunded: This icon appears when an item is marked as refunded by any refund option other than store credit. When you hover over the icon, it will display the payment method and refund amount.
  
• Credited: This icon appears when an item has been credited. When you hover over the icon, it will display the credit method and the amount credited.
  

Item Details Window

When clicking a specific returned item in an RMA, and side panel opens with further details about the item and the request.

The following details can be found:

• Previous/next buttons - Click the arrows to go to the previous or next item in the RMA. 

• Close button - Click the X button to close the item details window. 

• Item description - The returned item’s name, variant, the amount paid for the item, and validation status. 

• Details - This section shows the return reason, policy rule, return method, and resolution selected for the item. For exchanges, the new item’s details are displayed here as well.

• Item validation - The section where you validate the item or edit its validation.

Shipments Section

If an RMA uses a ship with a prepaid label return method through an integration with a shipping service that sends live tracking information, the Shipments section of the RMA page will show the relevant shipment information.

Information available on the RMA page if your customer chooses a ship with a prepaid label return method:

Information available on the RMA page if there is at least one item being returned that is sent back for an instant exchange request:

Draft Orders and Pending Payments

For exchange requests, the RMA will have an additional section called Payments & Exchanges, where you can view any draft exchange orders, invoices, and pending payments.

In the Payments & Exchanges section you can view the following details:

• Portal Payments: This shows any charges associated with the exchange, such as price differences or fees.
  • If the merchant does not have the in-portal checkout feature, pending payments will appear as an invoice instead.

• Exchange Order: 
  • Until the exchange has been released, this will be shown as a draft order and have a link to the draft order in your eCommerce store.
  • Once the draft order has been released and fulfilled, it will change to be called Exchange, with a link to the order in your eCommerce store, and will display a Released status.

Timeline

A chronological log of all activity related to the RMA, including automated actions and manual updates. You can also add your own notes directly to the timeline.

You can see RMA updates in the order’s notes and timeline.

Adding Notes to an RMA

You can also manually add notes in the Timeline section. Manually added notes can be identified by the notepad icon beside it.

To add notes manually: 

1. Go to Manage Returns.
2. Enter the RMA or order number in the search box.
3. Click on the RMA you want to open.
   
4. Click the plus sign in the Timeline section to add a note.
5. Enter the note in the provided field. 
6. Click the checkmark to save.