To cancel an RMA all you'll need to do is select the "Cancel Return" button on the RMA detailed view and select the cancelation reason, as seen below.
- What happens when I cancel a return?
The shopper will not be refunded any money and the return will go to the status: canceled_by_merchant
If the shopper was issued an Instant Credit, the voucher will automatically be disabled upon cancellation.
- What if we cancel a return and the voucher has already been used (in the case of an exchange)?
For merchants that had agreed to provide a set percentage of their exchange order sales to Returnly as commission, Returnly would assume the risk in the case where the voucher has already been used and items are missing from the return.
If the return is being cancelled because the shopper had either been already refunded or they had decided to keep the return items, Returnly would then invoice the merchant as if the return had been settled.
- How can I tell if I have been invoiced for a cancellation?
All RMAs that have invoices associated with them will appear in the Billing Tab → Returnly Checkout
- What if only one of the items within an RMA needs to be canceled?
To update the refund amount for a given RMA, please use the deductions & fees feature. Here you can subtract the amount you will refund the shopper for any damaged or non-sellable goods in the return.