The Return Merchandise Authorization (RMA) feature is a tool you can use to build your returns process around. There are two options to the Returns/RMA process. One is to create and email the Return Merchandise Authorization (RMA) to the customers for the return and the other is to allow the customer to create their own RMA through your website.

Create and send shipping labels to the customers

Setup to create shipping labels to send to customers you need:

• The system will create a return label using the login provided in the Live-Labels (Shop --> Settings --> Shipping --> Live-Labels) settings, so you will need a login to one of these shippers if you are providing free return shipping.
• Set up the RMA info email (Shop --> Settings --> Email Settings --> RMA Info Email (all 4 parts)). Do not include the link to the Return Shipping Label if you do not provide return shipping labels.
• Set up the RMA Shipping Label email (Shop --> Settings --> Email Settings --> RMA Shipping Label Email (all 4 parts)) if you provide free shipping labels.

To create an RMA for an order

• on the order detail, set the quantity to return (on the right next to the Price of the product) of any items to be returned
• click the green Create RMA button (on the right, above the order sub total). This will generate an RMA number for whatever was authorized to be returned.
• Scroll down to the RMA Numbers and click the appropriate orange email button, 'Email RMA Info' email (on the left) or the email Label email (on the right), whichever has the content you want to email to this customer (most will setup the different emails to either contain a link to a prepaid label or not).
• When the item(s) are returned, you can mark the item(s) as received with a timestamp by clicking on the 'save amount received' button within that RMA number. Inventory numbers are not automatically adjusted. If the item is going back into stock you will need to adjust the inventory levels manually.
• The Requested Amounts and Actual Refund Amounts are for administrative purposes, the InfiPlex system does not credit the customers credit card, that needs to be done through your virtual terminal (merchant account).

Returns Tab

You can also view the Returns tab (Shop --> Orders --> Returns) to view the RMAs that have been issued. You can record returns through this tab or through the order itself. On the detail of the RMA (after you click on the RMA number) there is an orange 'Mark a New' button. This is an administrative toggle that will flag that RMA as either NEW (flagging it on the dashboard) or 'Markas Viewed' (removing the flag from the dashboard).

RMA reports

Any RMAs that are issued will show up in the Shop Reports (Shop --> Reports --> Order Reports).  Returns do not affect the sales numbers; they need to be manually reconicilled. The RMA Totals will show the Count and Quantity of RMAs that have been issued but the RMA Totals ($ figures) will only reflect merchandise that has been recorded as received . 
 

RMA Packing Slips

There is a separate packing slip for Returns. Shop --> Settings --> Packing Slip Settings. You can use the Load RMA Default Packing Slip button (below the editing window) to create a default slip and then customize it to your preference.

Allowing customers to create their own return labels

Shop --> Settings --> Base Settings --> Returns tab

• allow_user_returns:  No/Yes, default is no set to yes if you would like them to be able to create their own return labels.
• user_returns_carrier: The shipping carrier that the labels will be created from, you will need an account for the specified carrier. It will create a customer label using the login provided in the Live-Labels (Shop --> Settings --> Shipping --> Live-Labels) settings.
• user_returns_max_days: The maximum number of days a customer has to do a return

The customer will access the returns process by going to the myaccount.php page after logging in and access the order through their order history page. There will be a returns button for any available order that they click to start the process.

Shop Returns FAQ

1. When you mark an order as Returned are the products returned to inventory?
     No. If you are going to return a product to your inventory you must manually adjust the inventory level.