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
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
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
Click Edit to the right of Incomplete and click Create Reimbursement
Return can't be blank
You have forgotten to select the checkbox for the product(s) to be exchnaged
if you have any questions or need help, please reach out to us at help@chord.co