When some or all of a shipped order needs to be returned, an associate can either contact your customer service reps and request a return or, if enabled, they can generate a Return Merchandise Authorization (RMA) in Web Office. You can use this article to help any associate’s in their return requests.
What We’ll Cover
Enabling the Page
This feature is disabled by default.
- In Web Office Admin, navigate to: Advanced Settings > Settings.
- From there, expand the OrderDetails section.
- Click the showRMAButton toggle on.
- click SAVE.
Finding the Page
In Web Office, navigate to: Orders > Order History.
Opening a Return
In the Details column, click the VIEW ORDER link on the order for which you want to return item(s).
You are now on the Order Detail page.
In the Order Detail page, click the RETURN ITEMS button.
You are now on the Generate RMA page.
Generating an RMA
In the Generate RMA page, in the Return column, click the checkbox next to the item(s) being returned.
In the Quantity to Return field, adjust the quantity for the item(s) being returned, if applicable.
For example: if the item has a quantity of 3, but only one is being returned, then the quantity should be changed to 1.
In the Return Reason field, type a reason for the return.
Click Generate RMA #, when finished.
You are then navigated to a page starting that the RMA was created and provides additional information.
Viewing RMA Details
In the created RMA page, click Back to View Order to return to the Order Details box.
An RMA Details panel appears toward the bottom of the Order Details box.
The order status is also changed to Processing RMA in the Order History box.