Adding Items to an Existing Return makes for a seamless returns process by removing the need for additional RMAs. When extra items are sent back with a return, you will be able to add additional items to an existing return without involving the customer.
If the customer returns the wrong item, you can now add the new item and mark the existing item as missing to effectively swap items out on an RMA.
RMA Details Page
Once your warehouse has received your customer's return, which shows the item(s) originally purchased with the return plus other item(s) from different order(s), log into your Return Manager and follow the steps as outlined below.
On the Manage Returns page, select the return that is in "Delivered" or "Delivered late" status.
The Return Details page is then displayed.
Select+ Add Items.
How to Add Items to an RMA
For multi-order RMAs, a list of all orders will be displayed in chronological order where the most recent one will be open by default.
Select the item(s) to be added to the return.
- Item(s) are then added to the RMA.
Note: A default return reason of “Item added by merchant” will apply for items added from other RMAs.
- Once item(s) have been added to the return, a success confirmation message will be displayed on the top right corner of the RMA Details Page.
- In addition, the Activity Log will be also updated showing the items added to the return.
Q: How does overriding non-returnable items work with Add Item to RMA?
A: It is exactly the same as for returns created any other way.
If a given merchant user can override a non-returnable reason to add an item to a particular new return, that type of user would also be able to override the return reason when adding an item later to that same return,or one created similarly.
Return Policy Settings: Return Window & Role / Associated Permissions to Add Item to RMA
The Add Item behavior will mirror the behavior of a merchant user creating an RMA from the merchant dashboard.
A Customer Service Lead, Administrator, or Owner user will have the ability to override a return policy to add an item, while a Customer Service Lead or any other will not be able to override the return policy.