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Refund and Exchange - RMA



Introduction

The Chord OMS includes a comprehensive returns system. This system includes 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 the way that 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), customer returns, and experiment with various reimbursement types, return reasons, and so on.

Architecture



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Product: All Products from that order.

‌State: Shipment State. Must be Shipped in order for an exchange to take place

Charged: Total of order without shipping fees and taxes. If multiple items in the order, charge will reflect each line item

Amount Before Sales Tax: Amount before taxes

Reimbursement Type: Options to reimburse from original method of payment or Store Credits if available if your system

Exchange For: Products listed will display in the dropdown.



Usually you'd want to exchange from within the same family - i.e., Diff size, Diff color and such

‌

Reason: Reasons for a return or exchange



You can create RMA return reasons in Settings -->Refunds and Returns/RMA Reasons



Stock Location: Where your item will ship from and to.

Memo: Provide any pertinent information you need necessary to that RMA

SKU: SKU of the product you are exchanging with (the new product)

Preferred reimbursement type: selected option from previous step to reimburse from original method of payment or Store Credits



Performing an exchange

In order to perform a Refund or an Exchange your package needs to be marked as “shipped”

If your order is in Ready state, the RMA (Return Merchandize Authorization) feature will not be available



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ln this scenario we are going to perform an exchange





Select and open the order you want to perform an Exchange and click the RMA tab

Click on 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



when performing an exchange you do not need to select a Reimbursement Type



Select a reason why this exchange is taking place

Select the location of your stock under Stock Location

and click Create



It is always good practice to click on Edit once your RMA has been created to make sure that there are no errors.

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: Whether you have received the original item or giving it away to your customer...whatever the status is it must be selected to continue



In some cases you might want to wait to have received the item BEFORE shipping a new one. You would then create the RMA and go back to Customer Returns once the product has been received



Reason: Should be the same as previous screen

Select your 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 Refund

Like for an exchange, In order to perform a Refund using the RMA, your package needs to be marked as “shipped” If your order is in Ready state, the RMA (Return Merchandize Authorization) feature will not be available.

In this scenario we are going to perform a refund using the RMA tab and select that the customer doesnt have to return the goods to you



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

Troubleshooting

Incomplete reimbursement status



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Click Edit to the right of Incomplete and click Create Reimbursement



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Return can't be blank



You have forgotten to select the checkbox for the product(s) to be exchnaged



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if you have any questions or need help, please reach out to us at help@chord.co

















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Updated 27 Jan 2023
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TABLE OF CONTENTS
Introduction
Architecture
Performing an exchange
Performing a Refund
Troubleshooting