Managing an RMA: Missed Delivery Deadline (MDD)

When managing RMAs, you'll occasionally come across the status of Missed Delivery Deadline.

This status means that the Eligibility Window (which is defined when you are setting up your Return Policy) has passed, and the package has not arrived at the warehouse. The default number of days before an RMA transitions to “Missed Delivery Deadline” is 30 calendar days from when the RMA is first "Authorized".

When does Missed Delivery Deadline apply to an RMA?

"Missed Delivery Deadline" applies to RMAs that have had Returnly Credit issued to the shopper and the shopper has used their Returnly Credit in part, or in whole. It is important to know that RMAs which led to exchanges will also go into a "Missed Delivery Deadline" if not returned on time. An RMA that has moved into “Missed Delivery Deadline” could mean a shopper has forgotten to drop off the package or had no intention to return the items they chose to initiate a return for.

How do you manage this status?

RMAs go into a “Missed Delivery Deadline” status when a period of time has passed and Returnly does not have enough information to determine what happened to a return. To resolve returns which have entered a “Missed Delivery Deadline” status, you must update the RMA into a status of either “Delivered Late” or “Canceled” based on what happened with a particular RMA. Below are some common scenarios and the outcome that should be assigned:

Scenario: The shopper has correctly returned the item(s) and they have arrived at your warehouse.

• Mark the items as returned with the Items delivered late button and subsequently process the return with the Process Return button.

Scenario: The shopper did not return the items.

• Mark the items as missing by using the “Cancel Return” button and select the reason, “Shopper has not returned the items” to indicate that the items were never shipped back.

Scenario: A shopper returned merchandise that was defective and a replacement has already been issued outside of Returnly.

• Indicate that the return is complete and an external resolution was reached by using the Cancel Return button and select the reason, “Return to be refunded externally”.

Scenario: The shopper would like to cancel the return and keep all items.

• Indicate that the shopper would like to cancel their return by using the Cancel Return button and select the reason, “Shopper has not returned the items” to indicate that the shopper will not be shipping back their items.

Scenario: The return has already been settled on an external platform (eg Shopify).

• Indicate that an external resolution was reached by using the Cancel Return button and select the reason, “Return to be refunded externally”.

If you currently have different cancellation reasons set up or would like to configure additional cancellation reasons, please reach out to Returnly Merchant Care at support@returnly.com.