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RMA how -to

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Siv Hansen
Siv Hansen
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Posted on 07/02/2019 11:25:10

in this page, https://doc.dynamicweb.com/documentation-9/ecommerce/orders/rma, the RMA is described. It says:

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

I'm not able to find the RMA tab in my orders list or in my order

Orderlist https://www.screencast.com/t/31XEOgjsebIe

Order: https://www.screencast.com/t/cPZ6gIBuBctd

DW 9.6


Replies

 
Nicolai Pedersen
Posted on 07/02/2019 13:22:19
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Hi Siv

It could be a License issue. Either because the solution has a license without RMA (might be that if it is an older solution) or the license file is missing the feature.

Can you check the license screen - see my dump. Look for RMA in the feature list.

BR Nicolai

Capture.PNG
 
Siv Hansen
Siv Hansen
Posted on 07/02/2019 13:35:13
Reply

I've renewed my 30 days trial and RMA is on the feature list. My colleague doesn't know of any licence files.

I have the rma group further down the feature tree, but still nothing under the order list or the order.

I guess the workflow is that I make the return in the order and after that, they'll show up in the RMA-group. Am I right?

https://www.screencast.com/t/xdA8l7azXU

 
Nicolai Pedersen
Posted on 07/02/2019 13:37:51
Reply

Yes, that is how it works.

Looking at your first dump again, I see only carts (The red color). Find an order that has been completed and open that. See if that gives you the RMA tab on order details.

BR Nicolai

 
Siv Hansen
Siv Hansen
Posted on 07/02/2019 13:41:23
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I have one order that has status completed. No RMA there either. Can it be because no shipping or payment is done? This is the trial version, with default data and very little extra configuration.

 
Nicolai Pedersen
Posted on 07/02/2019 19:28:41
Reply

The rma tab is hidde if the RMA feature is not installed, if the order is not marked as completed or if the order is a recurring order template.

Try placing a new order and try again, or provide us with a link to look into it.

BR Nicolai

 

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