The Timeline section of an RMA shows your team when certain changes were made and who made them. If you are not sure about the history of an RMA, looking at the timeline is a great first step to understanding what has occurred to date.
Some key terms in this article include rejection, authorization, manual processing, and auto processing. To brush up on any of these concepts, please check out the Return Logic Help Center.
What can the Timeline tell me about an RMA?
Who generated the RMA
Who rejected the RMA and when
Who authorized the RMA and when
Who processed the RMA and when
Who completed the RMA and when
If any ReturnLogic automation settings have impacted the RMA to date
RMA Timeline
As different kinds of updates are made to RMAs, ReturnLogic captures information about what changes were made and when they were made. This history is captured in the "Timeline" section of the RMA page. If an RMA was changed due to automation settings, that will also be reflected on the RMA page.
Updates made by ReturnLogic
If you have certain automated settings turned on in your settings, you would be able to see when changes were made automatically by the RL platform. It is a good idea to become familiar with which fields are viewable in this menu. If automation is turned on, your staff members that work on approving and processing RMAs should be aware of that and should understand how automation works. Here's a helpful guide on automation in ReturnLogic: How to Use Automated RMA Processing
ReturnLogic Automation Settings
If changes are being made by ReturnLogic, it is because you have automation settings in place.
Go to Settings, Returns-Originate, Automatic RMA Processing, and see if any check boxes have been filled for the various automation options.
If you would like to learn more about Automatic RMA Processing, click here.
Locate the RMA Timeline
Log in and go to the Return Originate tab.
Click on an RMA number for the corresponding RMA you'd like to view.
Look to the side menu on the right-hand side and click on the arrow next to "Timeline" to expand those details. When a section is opened, the arrow will be facing up.
Here, you'll be able to see when the RMA was first created and by who (internal staff member or shopper), when it was last updated and who it was last updated by etc.
The meanings of "N/A"
If a shopper generates the RMA by using the return center, "N/A" will populate in the "Generated By" field.
If you see "N/A" next to a field, that means there is no information available pertaining to that field yet. These fields will be updated automatically as the RMA progresses toward becoming processed and completed. Similarly, if an RMA is never processed or completed, it will not show a processed or completed date.
We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.