Contents
1. RMA Workflow
One of the most important tasks you’ll own to stay on top of returns is managing RMAs. RMA stands for Return Merchandise Authorization and -- you guessed it -- are used to track the items your customer wishes to return or exchange.
In this article, we’re exploring the path an RMA takes from when a shopper initiates a return to when they’re refunded.
RMA Workflow
Follow the RMA path below as it automatically transitions across statuses. Note that you may require a team member to review and manually process each step by adjusting the settings within the Returns Policy section of your Return Manager.
Let’s first explore the automated workflow:
1. Shopper initiates a return, creating an RMA.
a. RMA moves into the “In-Transit” tab with an Authorized status.
2. Shopper drops their return off at the shipping courier.
a. RMA stays in the “In-Transit” tab but updates to an In-Transit status.
3. Package arrives at your warehouse; the courier scans the package marking it as delivered.
a. RMA moves to the “For Review” tab with a Delivered status.
4. With auto-settlement enabled, your pre-defined grace period begins to allow your team time to review the return. Once the auto-settle window is complete, the RMA processes programmatically.
a. RMA moves to the “Complete” tab and shifts to a Refunded status.
Now you may be wondering what happens when a return comes back with too many items, or too few. In this article, we’ll walk through instances where you may need to manually adjust an RMA when an imperfect return occurs.
