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Return Merchandise Authorization (RMA)

A Return Merchandise Authorization, or RMA, allows your customers to request a return directly from your store. An RMA allows you to process return functions, including the refund. This functionality is available only after an order has been delivered.

Once your customer requests a return, you are able to accept or deny the customer return directly from your admin panel. If you choose to accept the request for a return, your customer will be notified via mail, issued shipping labels, and updated on the processing status.

You can add a return request on customer's behalf from the Orders section in StoreHippo Admin Panel or you can manually add the return request from Orders > Returns section. 

Working of RMA Functionality

  • In 'My Account', a registered customer can view his past orders and click 'Return Order' (on completed orders) to initiate the process (whether full or partial return).

  • The user then has the ability to fill out the return form.

  • The form is submitted and appears as 'pending_auth' (status) request to the store admin in 'ms.returns' entity and the store admin is also notified via mail about this return request.

  • Store admin users can manage the pending RMA request within the admin under 'ms.returns' entity.

  • Authorized - The admin can then Authorize the RMA request by changing the status of the request to 'Authorized' by clicking on the 'Authorized' button, then you'll get an option to choose the way you want to generate your shipping label and then, according to your choice, you will get an email containing the instructions on how you can create a shipping label for your order. The customer will get an email notification (with authorization).

    Cancel Request - In case, he wants to reject the request, then he can change the status of the request to 'Cancelled' by clicking on 'cancel_request' button with a reason to cancel the request. In this case, the customer will be notified about the cancellation of his return order request via a mail containing the reason for the same.

    Return Shipment - You can create the shipment for an authorized return request through Orders or Returns section. Through the Orders section, you need to select the RMA ID which you wish to ship, from the number of associated RMAs. You can also create shipment for a return as soon as you add it by checking the Create Shipment checkbox in the return modal. Once you have created the shipment for the return you can use the Print Shipping Label command to print/view the shipping label.
  • Mark As Received - The shipping status of the returns are automatically updated once they are shipped. You can also mark a return as received if you have already received the return. Marking an authorized return as received will make it eligible for a refund.