--- title: Return - Refunds and Exchanges slug: oms/return-refunds-and-exchanges docTags: createdAt: 2022-09-16T20:02:29.000Z --- # Introduction The Chord OMS includes a comprehensive returns system. This system contains logic for customer returns, refunds, and exchanges. The returns system is built with an automated returns process in mind, and it can be extended to take advantage of how your store manages shipments, return shipments, or a third-party warehouse. We recommend that you get familiar with the returns system in your staging environment. Create multiple return authorizations (RMAs) and customer returns, and experiment with various reimbursement types, return reasons, etc. # Architecture ::Image[]{src="https://api.archbee.com/api/optimize/TmutqdeXiIw-V3gBZXVjd/zNru6pb2NPXqutlsRkeWh_1.jpeg" size="80" width="1838" height="1146" position="flex-start" showCaption="false"} **Product**: All Products from that order. ‌**State**: Shipment State. Must be Shipped for an exchange to take place **Charged**: Total of orders without shipping fees and taxes. If multiple items are in the order, a charge will reflect each line item **Amount** Before Sales Tax: Amount before taxes **Reimbursement** **Type**: Options to reimburse from the original method of payment or Store Credits if available if your system **Exchange** **For**: Products listed will display in the dropdown. :::hint{type="success"} 📝 Usually, you'd want to exchange from within the same family - i.e., Diff size or Diff color. ::: **Reason**: Reasons for a return or exchange **Stock** **Location**: Where your item will ship from and to. **Memo**: Provide any pertinent information you need necessary for that RMA **SKU**: SKU of the product you are exchanging with (the new product) **Preferred reimbursement type: **selected option from the previous step to reimburse from the original method of payment or Store Credits :::hint{type="info"} 💡 You can create RMA return reasons in Settings -->Refunds and Returns/RMA Reasons. ::: # Performing an Exchange To perform a Refund or an Exchange, your order must be marked as “shipped.” If your order is in a Ready state, the RMA (Return Merchandise Authorization) feature will not be available. ::Image[]{src="https://api.archbee.com/api/optimize/TmutqdeXiIw-V3gBZXVjd/4eTqMUaTzxxKQwowhhE6t_2.jpeg" size="80" width="2542" height="758" position="flex-start" showCaption="false"} Let's perform an Exchange! ::loom{url="https://www.loom.com/embed/69ffb3e000da49908ecfc37642301f4e"} Select and open the order you want to perform an **Exchange** and click the **RMA** tab Click **New RMA** You will see all information from that order listed by rows: Tick the box of the item(s) you are going to **Exchange** Click the **Exchange** For dropdown to select a product to exchange to Select a reason why this exchange is taking place Select the location of your stock under **Stock Location** and click **Create** :::hint{type="info"} It is always good practice to click on **Edit** once your RMA has been created to make sure that there are no errors. ::: :::hint{type="danger"} Even if it is not a Refund, you must go through the **Customer Returns** tab to finalize your RMA ::: Click on** Customer Returns** tab Click** New Customer Refund ** Select the product you're exchanging and **uncheck ALL items** under **Resellable** column **Reception** **status**: Select the Status, whether you have received the item, giving it to Customers. In some cases, you might want to wait to have received the item **BEFORE** shipping a new one. If that is the case, do not create the Customer Returns just yet. Wait to receive the item, and come back to the order once ready to ship the exchanged item(s). Select your **Reason**, and **Stock Location** and click **Create** Click **Create** From this point forward you don’t make any changes to the fields, you just click the following: **\*\*Create Reimbursement. ** **Click Reimburse** Verify that a new shipment has been created in the Shipment tab You are done performing an RMA! # Performing a Return / Refund :::hint{type="danger"} ⚠️ To perform a Refund using the RMA, your order needs to be marked as "shipped" ::: If your order is in **Ready** state, the RMA (Return Merchandise Authorization) feature will not be available. In this scenario, we will perform a **refund** and select that the customer doesn't have to return the goods to you. :::hint{type="warning"} ✉️ As soon as the refund is process an email will be sent to your customers letting them know that a refund is on its way ::: ::loom{url="https://www.loom.com/embed/b4b5b28da43d44089fa69cecd30118b3?sid=765617b3-fac3-4483-9bc2-e3351c83293d"} ## Returning kits Returning a kit involves extra complexity. The issue is that the price of the kit is typically lower than the combined cost of the variants within the kit. When an order with a kit is returned, OMS lists the fulfilled items in the return. For example, if a customer returns an order with Kit 1, the OMS return will list the three variants that comprise Kit 1 (Product 1, Product 2, Product 3). OMS should distribute the total amount of the order amongst the three variants, so that when added together, the total of the return will equal the order total. However, do note that the amounts for each variant *will not match* the normal variant price. Even though the individual variant prices appear incorrect, merchants should continue processing the return as normal and allow OMS to calculate the correct RMA, return, and reimbursement values. Doing so should allow all final prices to calculate correctly and the order to remain in the correct state afterwards. ### Returning parts of a kit Because of the complexity listed above, Chord does not recommend merchants to accept partial returns of variants in a kit. Merchants should either accept returns of the entire kit or not at all. # FAQ/Troubleshooting **Q: Do I need to cancel the order to get an automatic refund?** A: Yes, you should always cancel the order when a refund is created. It is important to cancel an order whose payment has been refunded for reporting purposes. If you happen to refund the order before it was canceled in the Order Management System, either try to cancel it using the Cancel or reach out to Help\@chord.co so we can assist. **Q: I see that one of my RMA is marked as Reimbursement Status "Incomplete". What does this mean?** A: You have to click Create Reimbursement twice, even for an Exchange, to finalize the RMA. ![](https://api.archbee.com/api/optimize/TmutqdeXiIw-V3gBZXVjd/Dexy7Zbastq0wiP5p55Np_1.jpeg) Click **Edit** to the right of Incomplete and click **Create Reimbursement. **That should finalize the **Return Authorization Merchandize **process ::Image[]{src="https://api.archbee.com/api/optimize/TmutqdeXiIw-V3gBZXVjd/xbrEqjyUpDuhQI0KLqQFS_2.jpeg" size="76" width="1018" height="620" position="flex-start" showCaption="false"} **Q: I keep getting an error that Return can't be blank ‌ ** A: You have forgotten to select the checkbox for the product(s) to be exchanged: **No Item Selected ** ::Image[]{src="https://api.archbee.com/api/optimize/TmutqdeXiIw-V3gBZXVjd/DTgxfGOHUcf1XmzSRHlmj_4.jpeg" size="70" width="1643" height="508" position="flex-start" showCaption="false"} :::hint{type="success"} If you have any questions or need help, please reach out to us at **help\@chord.co** ::: ###