Return

Learn more about creating and managing RMA’s Return workflow actions for Products.

Return of Product by Customer

If the Customer wants to return a Product back to the Shop Owner for some reason, the Shop Owner can restock it back. When Return is selected as the workflow, the Shop Owner will have to select how they want to restock the Product from Returned, Available, Broken, and Reserved which will determine the status of the restocked Product.

return intro workflow, If Customer wants to return a Product back to Shop Owner for some reason, they can restock it back, When Return is selected, Shop Owner will have to select how they want to restock the Product from Returned, Available, Broken, and Reserved which will determine the status of the restocked Product.

Image 1: When Return is selected, Shop Owner will have to select how they want to restock the Product.

Restock Product under Returned and Available

If the Customer wants to return the Product completely, then Shop Owner will have to select Returned and then refund Customer upon the return of their Product, because a Refund will typically follow after Return. Selecting Available will allow Shop Owner to restock the Product and resell it. Selecting Returned or Available will allow them to restock and resell the Product from the system, but selecting Broken or Reserved will not allow reselling.

returned available workflow, If Customer wants to return the Product completely, then Shop Owner will have to select Returned and then refund Customer upon the return of their Product, Selecting Available will allow Shop Owner to restock the Product and resell it.

Image 2: Selecting Returned or Available will allow Shop Owner to restock and resell Product from system.

Restock Product under Broken and Reserved

If the Shop Owner does not want to resell the returned Product from the Customer, then they will have to select Reserved which will not allow selling the Product from the system. When Shop Owner wants to keep the returned Product as Reserved, it could mean that they want to test the Product to find out the cause of its defect etc. Also, selecting the option Broken will mean that the Product is completely broken beyond repair and cannot be reused.

reserved disabled workflow, When Shop Owner wants to keep the returned Product as Reserved, it could mean that they want to test the Product to find out its defect, Broken means that the Product is completely broken beyond repair and cannot be reused.

Image 3: Selecting Reserved or Broken will mean that Product has defects or it is broken beyond repair.

If the Shop Owner takes the Product Returned from Customer and resell it to another Customer, then it should display under the Related Orders on the RMA case.

Refund Customer after Product Return

After Customer have Returned their Product, Shop Owner will have to refund them in Full or Partial amount based on the Product condition. Typically, a Refund will always follow after Product Return. For this, the Shop Owner will have to select Refund as workflow and select the refund amount. If they want to issue Full Refund, they will have to select Full from Refund Amount, which will be highlighted under Refund Summary before refund is requested.

If they want to issue a Partial Refund, they will have to select Partial from Refund Amount and input partial refund amount that they would like to issue in the box beside it. Add a comment and click Submit to issue the refund.

refund workflow, After Customer Returned their Product, Shop Owner will have to refund them in Full or Partial amount based on the Product condition, Select Refund as workflow, To issue Full Refund, select Full from Refund Amount, To issue a Partial Refund, select Partial from Refund Amount and input partial refund amount you would like to issue in the box beside it.

Image 4: Shop Owner will have to refund them in Full or Partial amount based on the Product condition.

Shop Owner must record under Comments the reason behind the Refund to refer back in future. If Full Refund is issued after Customer Returned their Product, then Shop Owner can select RMA case status as Resolved to close it.

return refund resolved workflow, Shop Owner must record under Comments the reason behind the Refund, If Full Refund is issued after Customer Returned their Product, then Shop Owner can select RMA case status as Resolved to close it.

Image 5: Shop Owner must record under Comments the reason behind the Refund to refer back in future.

Once the Shop Owner selects RMA case status as Resolved, the case will be closed. Also, as Refund was issued to resolve the case, it will be recorded under Last Action, displaying Credit Refund as Completed. Furthermore, as the Product was Returned completely to Shop Owner, the Per Unit Product Serial Number will show as N/A.

return RMA case closed, Once Shop Owner selects RMA case status as Resolved, the case will be closed, If Refund was issued to resolve the case, it will be recorded under Last Action, displaying Credit Refund as Completed, As Product was Returned completely to Shop Owner, the Per Unit Product Serial Number will show as N/A.

Image 6: If Refund was issued to resolve the case, it will display Last Action Credit Refund as Completed.

Returned Product Restocked

If the Shop Owner wants to find the Customer’s Returned Product at the inventory, then they will have to go to the Product List page and select Stock from target Per Unit Product, which will redirect to Unit Stock Management Page.

returned Product in stock, If the Shop Owner wants to find the Customer’s Returned Product, then they will have to go to Product List page and select Stock from the same Per Unit Product, which will redirect to Unit Stock Management Page.

Image 7: If Shop Owner wants to find Customer's Returned Product, it will be in Unit Stock Management Page.

In the Unit Stock Management Page, there is a dropdown menu for selecting Stock status from Available, Broken, Reserved, Sold, Returned, and RMA. From here, select Returned to bring only the Returned Product results.

select returned Product from stock, Select Returned to bring only the Returned Product results from the Stock status dropdown.

Image 8: Select Returned option to bring only the Returned Product results from the Stock status dropdown.

Selecting Returned from Stock status dropdown will bring results of all the Returned Products from the Customers. Here, Shop Owner will find the Returned Per Unit Product Serial PLC048ABWGK for which full refund was issued.

returned Product results in stock, Selecting Returned from Stock status dropdown will bring results of all the Returned Products.

Image 9: Selecting Returned from Stock status dropdown will bring results of all the Returned Products.

Sell Returned Product as New Product

Related Cases will be created from Returned Orders. For example, if a Returned Product from one RMA case is sold as a New Product on a New Order, and if a New RMA Case is created for this Order, then the original RMA Case ID of the Returned Product will show under the Related Cases on the New RMA Case. So, click the + button from the Orders tab to open New Cart and place New Order with the Returned Product by adding it as the Product Stock.

Now, fill in the basic Customer information like phone number, name, and email from Customer Information tab. Then click the + button beside Shipping Contact that will redirect to a new pop-up to add new address with Label (Billing or Shipping), Address, Area, City, Country, and Zip Code. After clicking the Submit button, Shipping Address will be added to the Customer information. New address can be added by clicking the + button.

After confirming Billing and Shipping addressed, new Products can be added to the Order Cart. To add a Per Unit Product to Cart, search for the Returned Product i.e. A4Tech B120 Wired Gaming Keyboard from the Product List, 1 quantity will be added that will automatically calculate the item total. Click Add Stock to add a Per Unit Product.

Image 10: Fill out Customer information, search for the Returned Product from Product List to add to Cart.

Clicking the Add Stock button will open a new pop-up, from where a Serial Number for the Per Unit Product needs to be selected. As the Shop Owner intends to sell the Returned Product with Serial Number PLC048ABWGK, they will have to type in the serial number on the Search box. This will bring the Returned Product with Serial Number PLC048ABWGK in search results with the tag Returned. Click on the Serial Number PLC048ABWGK to add to Cart.

assign Stock returned Product, Shop Owner will have to type in the serial number on the Search box, This will bring the Returned Product with Serial Number in search results with the tag Returned, Click on the Serial Number to add to Cart.

Image 11: Type the Serial Number on the Search box that will bring the Returned Product Serial as result.

After the Returned Product with selected Serial Number PLC048ABWGK is clicked from Stock List, it will show as added Stock on the pop-up. Now, click Okay to complete assigning Stock for the target Per Unit Product.

Stock assigned for returned Product, After Returned Product with selected Serial Number is clicked from Stock List, it will show as added Stock, Click Okay to complete assigning Stock for the Per Unit Product.

Image 12: After Returned Product with Serial Number is clicked, it will show as added Stock on the pop-up.

Now, the Returned Product with selected Serial Number PLC048ABWGK from the previous RMA case will be sold as New Product on this New Order. It is assumed that the Returned Product was fixed by the Shop Owner to resell as a New Product. As the Returned Product Serial was added to the Product on Cart, click Proceed to go to next page.

Stock assigned for returned Product, Returned Product Serial was added as Stock to the Per Unit Product on Cart, Click Proceed to go to the next page.

Image 13: After Returned Product Serial was added as Stock on Cart, Click Proceed to go to the next page.

In the next page, review the Cart, and select Shipment and Payment options. To make any changes, click the Edit button. If all the information is correct, click Confirm Order that will redirect to a new page with the message that the Order has been confirmed. From here, you can choose to Print Invoice, Close Tab, or View Order.

Returned Product Order checkout, Check the Order Total, Select preferred Shipping Method, Select preferred Payment Method, Click Confirm to place New Order.

Image 14: Review the Cart, select Shipment and Payment options, and click Confirm Order to place the Order.

In this way, the Returned Product was sold as a New Product on a New Order which can be seen on the Order List.

Returned Product on Order List, Returned Product was sold as a New Product on a New Order, its Serial Number and Order details can be found on the Order List.

Image 15: Returned Per Unit Product sold as New Product on a New Order will be on Order List with details.

Create Returned Product New Order RMA Case

If Returned Product from one RMA case is sold as a New Product, and if a New RMA Case is created for this Order, then the original RMA Case ID of the Returned Product will show under the Related Cases on the New RMA Case. So, for example, an RMA Case will be created for New Order that was placed with Returned Product PLC048ABWGK.

Returned Product Order create RMA, If a New RMA Case is created for this Order placed with the Returned Product, then the original RMA Case ID of the Returned Product will show under the Related Cases on the New RMA Case.

Image 16: New RMA Case for Returned Product New Order will show original RMA Case ID under Related Cases.

Therefore, when the + RMA Create button will be clicked, it will redirect to creating a New RMA Case for the New Order of Returned Product PLC048ABWGK. The New RMA Case ID is #6a71 and the Original RMA Case ID #cbb5 of the Returned Product will show under Related Cases of this New RMA Case. With the Original RMA Case ID #cbb5 showing under Related Cases, the Shop Owner will be able to track back the Product history through it if needed.

Returned Product Order New RMA, The Returned Product’s New RMA Case ID is #6a71 and Original RMA Case ID #cbb5, which will show under Related Cases of this New RMA Case.

Image 17: New RMA Case ID is #6a71 and Original RMA Case ID #cbb5 which will show under its Related Cases.

Last modified March 15, 2023: RMA cannot be opened for Cash Customer (c235e89ed)