Returnly exposes the ability for merchants to auto-settle RMAs after a configurable period expires. This feature allows merchants to automate RMA processing that would otherwise be done manually.
How It Works
The auto-settlement window begins after the shipping carrier (USPS, UPS, FedEx, etc.) has marked the package as "delivered" at the return destination. Returnly bubbles this event up to merchants via the
return.delivered webhook event. This event then triggers the grace period for the merchant or its 3PL provider to complete quality control procedures.
For RMAs that were received in restockable condition ("Happy Path"), the merchant should take no further action. The auto-settlement window will expire and the RMA will settle programmatically. If the Returnly Credit of the RMA had not been used, then the full refund amount would be processed back to the shopper upon settlement. However, if the Returnly Credit had been applied to a new order, then any of its remaining balance would be included in the refund amount.
For RMAs that were missing items or the items in the package were damaged ("Unhappy Path"), the merchant should follow their existing returns policy to process the RMA. For example, this could involve contacting the shopper to further understand the circumstances of the RMA. Typically partial refunds are issued for damaged merchandise or the RMA is cancelled if nothing was received.
Note: This setting is not available in the merchant interface and it is only available for annual plans. To activate and configure the number of days involved in the auto-settlement period, you may contact firstname.lastname@example.org. This configuration should provide you or your 3PL partner with enough buffer to fully execute your quality control process. Once activated, this setting would only apply to RMAs utilize Returnly Credit by default, but can be configured to apply to all RMAs upon request.