This article provides an overview of how to utilize RMA (Return Merchandize Authorization) data as presented in the Manage Returns dashboard so merchants can track, review, and resolve returns in a timely fashion, which would provide shoppers with a seamless return experience.
RMA alerting brings focus to those Returns with either irregularities or errors, which require manual intervention, thus optimizing RMA resolution.
How to Access RMAs
- On the merchant’s dashboard, access Manage Returns.
The merchant will be then presented with the following dashboard where they would be able to address those RMAs that require reviewing, and subsequently, resolving.
The error alert will be displayed under the Needs Attention tab, in the Status column.
Needs Attention tab:
When an RMA meets the criteria for an alert status, it will be labeled with an error icon as shown below.
Note: Any RMA in any status that is not at the final status (i.e. Refunded, Refunded Externally, Canceled) can have an alert label attached.
How to Address RMA Errors
On the Manage Returns dashboard, click on the RMA to access the RMA details page.
On the top right corner of the RMA Details page, merchants will see the error alert on the RMA status.
- Merchants will be able to view the alert message associated with the status alert along with a description of the issue & recommended action to resolve the RMA.
RMA Error Messages
The table below outlines the type of errors along with their respective messages as presented to the merchants.
Note: For further details on how to resolve RMA errors, please see the following article Error Messages - Troubleshooting.
RMA Activity Log
At the bottom of the RMA details page, merchants will be able to view the activity log associated with the RMA being reviewed, which would provide an overview of status and transitions.
Customer <> Merchant Communication Record
On the right-hand side of the RMA details page, merchants are provided with an overview of the customer’s profile, return type (exchange or gift return) along with its key transition dates, as well as a Merchant Notes section where they can keep track of relevant communication that has taken place with the customer and/or data pertaining to the RMA, its status, and paths to its resolution.
Merchants can view the following details:
The customer’s profile.
- Name and email address.
- Shipping address.
Whether the RMA is an Exchange or Gift Return.
- Date on which the RMA is requested, delivered.
- Date on which the Exchange is ordered.
The RMA number.
In addition, merchants will be able to view messages from customers (provided that has been previously enabled on the merchant’s side) as well as a Merchant Notes box which could reflect outcomes from communication held between the customer and the merchant, troubleshooting steps, and any other data which supplements merchants' RMA resolution process.