Sometimes RMAs are forgotten about by customers over time, which can cause a merchant to accumulate a backlog of RMAs that don't move to "Completed" and becoming automatically "Archived". Understandably, retailers are motivated to move these RMAs out of the way to focus on other RMAs they can take action on. This article will dive into the dos and don'ts about how to treat RMAs that customers neglect to act upon. Also in this article are some frequently asked questions and corresponding answers.

Please make sure to train your RMA-managing staff on what it means to complete and delete an RMA as this will be important for them to understand.

No, you can leave outstanding RMAs as they are without manually moving them to "Completed" or deleting them. Leaving RMAs as outstanding allows your team to hold onto the RMA information while still leaving the RMA in an editable state.

The "Completed" status means the RMA will not be edited or processed in the future. It is a permanent status and once an RMA hits this stage, that RMA is no longer editable. Please note that ReturnLogic is not able to restore RMAs to their previous status on behalf of retailers. RMAs can be moved to "Completed" in a way that involves processing or they can be "manually" processed, which does not involve processing financials or creating a new draft order.

When an RMA hits "competed" status, that action will trigger the "RMA Completed" email to be sent to the customer. The completed email will be customized for the client based on what occurred with that particular RMA.

Yes, please use this functionality as you see fit. Once an RMA is moved to "Completed", you can no longer edit the RMA in any way beyond that point. This means if a customer wants you to accommodate anything on the ReturnLogic side after the fact, it will not be possible.

You will not be able to process anything on the ReturnLogic side but you may still be able to handle a customer request on the Shopify side. Please also note that processing on the Shopify side can impact your reports.

We generally do not recommend the practice of deleting RMAs. For obvious reasons, retailers may generally benefit from storing as much information about return requests as possible. Keeping RMA data is a good practice because it's part of record-keeping with customers. If there is ever a situation where you'd need to regain access to customer details within the RMA, ReturnLogic would not able to restore a deleted RMA on our side. Once the information is deleted from our platform, it is gone and would not be restorable.

Occasionally, shoppers will make errors regarding the return type or reason while generating the return request in the Return Center or change their mind about what they'd like to happen. Shipping labels are generated once at the time of RMA creation and are not adjusted or updated or re-generated and replaced after the fact. For a more in-depth explanation about how this works, please refer to this help article (ADD LINK HERE).

There are two options you have for getting your customer an accurate shipping label:

ReturnLogic does not restore deleted RMAs so please keep that in mind before deciding to delete RMA information.

As always, you can reach out to support@returnlogic.com or use the live chat inside the platform with any questions.