Product Returns and RMA Requests

Find a return request

Open Orders → Return requests. RMA tracks individual products and quantities from an existing order. A request to cancel the entire purchase before fulfillment is a separate procedure described in the cancellation guide.

Customers can submit an RMA request according to the product return settings, the applicable period, and the permitted order status. If the button is unavailable, check these conditions first. The screenshot shows the actual search form because the selected store currently has no RMA records.

1. 01

   Customer and quantity

   Enter the customer or email; the quantity range (1) refers to the number of units in the request, not a currency amount.

2. 02

   Period

   Select the request period (2) or your own dates. A range that is too narrow may hide an older open case.

3. 03

   Number and requested action

   Use the return ID, order ID, and action type (3): product replacement or refund.

4. 04

   RMA request status

   Requested, Approved, Rejected, and Completed (4) indicate the return stage.

5. 05

   Original order status

   Separate statuses (5) refer to the purchase. A completed order may have an open return request.

6. 06

   Product as an additional criterion

   By selecting a product (6), you search for returns of a specific item. Adding one in this form adds a search criterion, not a new return.

7. 07

   Display results

   Click Search (7) and open the request number. Confirm that it belongs to the correct customer and order.

Review products, quantities, and the reason

1. 01

   Open the related order

   In the return details, use the link to the related order. Check the purchased variants, delivered quantity, payment, and previous returns.

2. 02

   Check the products for return

   In the Products tab, read the name, options, price, requested quantity, and reason. The request may cover part of the order, not necessarily all purchased items.

3. 03

   Edit accepted and rejected items while the request is requested

   Select the appropriate rows and quantities, and use the product rejection action if an item is not included in the accepted return. The rejected products tab provides the reverse acceptance action. After leaving the initial status, editing items may be locked.

4. 04

   Record the explanation in the comments

   Record what the customer requested, what was agreed, which quantities you accept, and why an item was rejected. Save the comment using the provided button, then reopen the record for verification.

Statuses and calculation actions

Requested means that the request is under review. Approved means that processing has been approved, not that the goods have arrived or that the money has been refunded. Rejected indicates a negative decision with an explanation. Completed use when the agreed procedure has been completed.

In the Actions tab, select a new status and the order recalculation method. The available options are automatic recalculation, recalculation for monetary refunds and manual recalculation, or no recalculation. The initially selected no-recalculation option will not automatically adjust the order totals.

1. 01

   Check the financial impact

   Before saving, compare the returned quantities, item amount, discounts, tax, and shipping. The agreement on whether shipping is refunded must match the actual case and your approved policies.

2. 02

   Select the appropriate recalculation

   Automatic recalculation delegates the calculation to the system according to the configuration. Use manual recalculation when available and when a responsible person needs to check the amounts separately. Select no recalculation only when the amounts are intentionally not to be changed by this step.

3. 03

   Select notifications

   Enable the customer and orders department notifications when they need to be informed. The Connect administration view may also provide a separate seller notification. Do not assume that the checkboxes are enabled by default.

4. 04

   Save and complete the confirmation

   Click Save. If the system opens an additional confirmation/recalculation step, review the amounts and available actions, then complete that step. Next, reopen the RMA and the related order.

From receiving the goods to closing the case

1. 01

   Arrange return shipping

   Provide the customer with the address, RMA request reference, and packaging instructions. If you use a return label, a document printing action is available in the request tools.

2. 02

   Receive and inspect the returned items

   Compare the product, variant, condition, and quantity with the approved request. Record any discrepancies before the final calculation.

3. 03

   Process the replacement or monetary refund

   For a replacement, check the availability of the replacement item and its delivery record. For a refund, the responsible person processes the refund through a supported payment system or agreed channel and verifies the confirmation. Changing the RMA status is not confirmation of a bank transaction.

4. 04

   Check inventory and documents

   Check the actual inventory level and the effect of the return on the order and any corrective documents. Do not manually return the quantity to inventory twice if the same effect has already been carried out automatically.

5. 05

   Close the case

   Set the final status only after the agreed action has been completed. Check the comment, amounts, and customer notification. Preserve the case history for further tracking.