Returns and Refunds Guide

When a customer receives their order, it may not be what they expect, and they could choose to return the item for a refund or exchange. The customer will contact your customer service team to request a return, and the customer service representative will generate a Return Merchandise Authorization (RMA). This process allows you to document and track a return from shipment to refund.

In this guide, you’ll learn the steps and tools available to process an order return:

1. Generate an RMA.

   • Learn how an Associate generates an RMA in Web Office.
   • Learn how to generate an RMA in Corporate Admin.

2. Mark an RMA as Shipped.

3. View and print RMAs Details.

4. Receive the returned item(s).

5. Refund an order.