The "Merchandise Returns" page gives you a list of all the RMA process (Return merchandise authorization).
At the bottom of the page, you have the possibility of enabling customers to send products back to you ("Enable returns" option). Simply make a choice, indicate the number of days during which a return request can be made, and save your settings: customers now have the ability to ask for a return authorization.
Once you have activated the RMA option in your back-office, the customer can choose to return an item (provided the order is still in the time of validity). In order to do this, s/he must do the following:
Once the form is complete, the customer clicks on "Make an RMA slip", and the request is sent to the store manager (you). The request appears as "Waiting for confirmation" in the customer's "Return Merchandise Authorization" page, accessible from the account page.
The return request appears in your back-office. At first, the RMA has the "Waiting for confirmation" status.
The refund process can take several steps, which are indicated by the RMA status. There is just a handful of statuses, which can follow the whole RMA process:
It is now up to you to accept it or deny it:
If you want to stop the return process (and deny the customer a refund), simply choose the "Return denied" status.
If you agree with the product being returned and the customer being refunded, follow each step precisely:
An order can be refunded, either partially or totally. This is done using two actions buttons locatedĀ in the top bar of the order's page itself rather than in the RMA page.
The action buttons change depending on the order's status. For instance, once the order is in the "Delivered" state, the "Add a product" and "Remove products" turn into two new buttons: "Return products" and "Partial refund".
Product return is not activated by default. To activate it, go to the "Product returns" page under the "Orders" menu, and activate the option in the option section at the bottom of the page. This will apply to all products and all orders. |
When you set a product as returned or to be refunded, four options are available below the list of products:
Generate a voucher. When checked, a voucher will be created for the amount of the selected items. A voucher takes the form of a discount code that the customer can enter during the checkout process.
You can edit the customer's existing vouchers by viewing the customer's page: from the current order's page, click on the link under the customer's name in the "Customer information" section; once in the customer's page, reach the "Vouchers" section. You can edit each voucher by clicking on the "Edit" icon.
If the customer paid the order using a credit card, the payment system may refund the cart automatically, or you may have to do it yourself. If the order was paid using a check or a bank transfer, you have to issue the refund yourself, then mark the order as having been refunded manually in the back-office (in the order's page).