This article will guide you through creating a Return Merchandise Authorization (RMA) for a shipped order in our system. Although RMAs are not mandatory for returns, using them aids in the smooth tracking and management of returns. This ensures that the returned items are correctly received, inspected, and processed into your fulfillment center.

Step-by-Step Guide

First, navigate to the Shipment Orders section of Logiwa.
From the top lefthand side of the screen, select the Shipped Orders tab.

Select the box next to the shipped order you wish to create an RMA for.
- Please note that you cannot multi-select when using this function.
Click the Create RMA button.

The Create RMA sidebar will open.

General

While most fields are optional during this process, please note that adding information when possible will help improve your data accuracy.

In this section, fill in the RMA Number. If you set your RMA generation preferences as described in this article, a number will automatically be entered into this field.
If needed, set the scheduled return date by typing or using the Calendar icon. This step is not required.

Click Next to continue.

Product

This tab will list the products in the original order. You only need to define which SKUs are being returned and in what quantity. The system will handle items with different lot numbers, expiry dates, or pack types automatically.
1. Select Products for Return: The screen will show a consolidated list of products from the original order.
2. Define Quantity: Adjust the return quantity for each product as needed.

If needed, click the Add Reason link to open the Define Return Reason box, which allows users to select a predefined Customer Return Reason (created in the Data Setup section).
- Only one reason can be selected.

Click Save to record the reason. This will then be displayed underneath the product it applies to.

How It Works for Multi-Attribute SKUs

To simplify the RMA process, the system intelligently groups items based on their properties.

SKUs with Multiple Lot Numbers, Expiry Dates, or Production Dates: If a single SKU was shipped in multiple batches (e.g., with different lot numbers), it is displayed as a single, consolidated line item during RMA creation. You only need to specify the total quantity being returned for that SKU. The specific lot or expiry date will be verified later at the Return Station against the original shipment's data.
SKUs with Multiple Pack Types: If you shipped the same SKU in different pack types (e.g., one "unit" and one "case"), each pack type appears as a separate line item. This allows you to specify the exact quantity being returned for each distinct pack type.

Complete this process for the relevant products, then click Next.

Shipment

This section requires information on the return shipment.

Select the Carrier and Shipping Service, which will be based on what you have available in the system.
Click Next once the necessary information has been entered.

Shipment Tab is currently non-functional for Return Orders.

Confirmation

This final tab will display the information input so far, as well as information pulled from the shipment order.
After confirming the information is correct, click Finish.

You will receive a confirmation message if the RMA has been created successfully.

Return Orders Tab

You can now view the RMA and other information about the return you've started by clicking on the Return Orders tab, next to the Shipped Orders tab.

The status of returns will be displayed as either Pending, In Transit, Started, Completed or Cancelled. The status of new returns is Pending. When a return is fully processed at the Return Station, its status automatically updates to Completed.

Return Status Lifecycle

Pending
- What it means: An RMA has been created but has not yet been processed.
- How it's set: This is the default status for all newly created RMAs. This status does not apply to direct returns initiated from a Shipment Order (SO).
- Manual Actions: A Pending RMA can be manually updated to In Transit or Cancelled.
In Transit
- What it means: The return shipment is on its way back to the warehouse.
- How it's set: An RMA can be manually updated from Pending to In Transit.
- Manual Actions: An In Transit RMA can be changed back to Pending.
Started
- What it means: The return has arrived at the warehouse and is being processed at the Return Station.
- How it's set: This status is set automatically when the return process begins at the Return Station. It applies to both RMAs and direct SO returns.
- Manual Actions: A Started return can be manually updated to Completed.
Completed
- What it means: All items in the return have been fully received and processed.
- How it's set: The status automatically changes to Completed when all expected items are processed at the Return Station. It can also be manually set from the Started status.
- Manual Actions: This is a final status and cannot be changed.
Cancelled
- What it means: The RMA has been cancelled and will no longer be processed.
- How it's set: An RMA can be manually updated from Pending to Cancelled. This status does not apply to direct SO returns.
- Manual Actions: This is a final status and cannot be changed. A cancelled RMA cannot be processed at the Return Station.

Change Status

Return statuses help track the progress of a return from creation to completion. You can manually update the status of one or more returns using the Change Status button on the Return Orders screen.

Permission Required: Your user role must have "Update" permission for Return Orders to use this feature.
Bulk Updates: You can select multiple returns to update at once, but they must all have the same current status.