RMA (Returned Merchandize Authorization)

Sometimes a customer wants to return a product for various reasons – wrong color or size, malfunction, transit damage, etc.

Dynamicweb Ecommerce comes with a dedicated RMA system, allowing you to manage such returns with a minimum of hassle.

Working with returns in Dynamicweb Ecommerce consists of three things:

• Creating RMAs
• Viewing RMAs
• Taking action on RMAs

You can also set up email notifications when an RMA reaches a particular state to staff and customers alike, and create your own custom RMA states.

Read more below!

RMAs can be created either manually or through the customer center app.

To create RMAs manually:

• Locate the relevant order in your order list
• Select the RMA tab in the ribbon bar (Figure 2.1) and click Register new RMA

Figure 2.1 The RMA tab on an order allows you to manualle create RMAs

This opens up the RMA creation window (Figure 2.2).

Figure 2.2 The RMA creation window

From here, you can:

• View basic information about the order
• Select a type of RMA – return, defective or exchange
• Select which products in the order you wish to create an RMA on – and select the quantity. You can optionally enter a serial number for each of the products.
• Add comments (and view previous comments) to the RMA

Once saved, an RMA per item will be created – and will be available from the RMA list view.

You can also set up the Customer Center app to allow your users create RMAs on their own. Read about the Customer Center app here.

Click the user info button (Figure 6.1) in the toolbar to view and edit the extended information about the user who created the RMA.

Figure 6.1 The user info button

This opens the user information view (figureref}) - with details about the user who created the RMA at hand.

Figure 6.2 The detailed view of the user who created the RMA

RMAs need to be acted on - by either rejecting the RMA, or create a replacement order or refund.

To do so, use the tools located on the RMA details toolbar (Figure 7.1).

Figure 7.1 Taking action on an RMA

From the toolbar, you can:

• Save, save and close or cancel your changes to the RMA
• Finalize the RMA by Closing or Deleting it – a finalized RMA cannot be edited or reopened
• Switch between the RMA view and the User info view
• Select a state for the RMA
• Create a replacement order

When working with RMAs, it can be useful to inform customers and employees alike when an RMA is created or closed, or when it enters a new state. Happily, the Dynamicweb RMA management system comes with a built-in engine for handling email notifications to customers and employees.

To configure RMA email notifications, go to Settings > Ecommerce > RMAs > Email configuration and open the email notification view (Figure 9.1).

Figure 9.1 The RMA email notiication overview

From here, you can:

• Create a new RMA email notification
• Edit or translate a notification

To create a new notification click on any state in the RMA email notification view to open the view in Figure 10.1.

Figure 10.1 The email notification overview for a single RMA state

Next, click Add notification to open the edit email dialog (Figure 10.2).

Figure 10.2 Adding a new RMA notification entry

From here, you can:

• Check the for customer checkbox to use the customer data OR specify a recipient email (to send notifications to both customer and staff, create separate notifications).
• Specify an email subject
• Select (or create/modify) an email template to use (The templates for RMA emails are located in the files/eCom/RMA/ folder)
• Provide a sender name and sender email OR check the for customer checkbox to use the customer data.

Click OK and Save and close your email notification settings for the state, event or replacement order type.

Notifications are created in the current language context only, and must be created separately in each language context.

RMA states are custom states for controlling your RMA process. A Dynamicweb solution is born with a number of default states, such as ‘Waiting for product(s) from customer’, ‘Rejected’ and ‘Sent for repair’ – but you can easily create new RMA states

To create a new RMA state:

• Go to Settings > Ecommerce > RMAs > States
• Click New state in the toolbar (Figure 11.1)

Figure 11.1 The New State button

This opens the RMA state view (Figure 11.2).

Figure 11.2 The edit RMA state view

From here you can:

• Name the state and optionally provide a description for it
• Decide if this is the default state for new RMAs
• Select which type of RMA is should be active for

In this manner, you can easily create custom RMA steps to suit your business needs.