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FAQ: RMA Rejection
FAQ: RMA Rejection

How RMA rejection works, the implications of rejection and troubleshooting steps

Kaylie avatar
Written by Kaylie
Updated over a year ago

Manual RMA rejection and authorization is an optional setting that requires the merchant to decide in the beginning if a return request will move forward and later become processed. Authorization and rejection decisions are made at the discretion of the merchant and should be based on the merchant's existing return policy.

Topics included in this article:

  1. The purpose and meaning of RMA rejection

  2. Reasons why a merchant would reject an RMA (instead of accepting it)

  3. Troubleshooting steps when an RMA is mistakenly rejected or accepted

What is RMA rejection?

  1. Rejecting is a final decision so it is only advisable to reject if you know you will at no time in the future accept the return from the shopper. An RMA becomes uneditable after you have chosen to reject it. This is also true for RMAs you have chosen to accept meaning there is no way to undo or go back and change your mind.

  2. Rejection blocks shoppers from making new RMA for the same item * (there is one exception to this which is regarding third-party warranty returns)

  3. Rejecting is only possible if you have manual authorization turned on in your settings. If it is not turned on, you will not be prompted on the RMA page to either authorize or reject the RMA.

What is the purpose of RMA rejection?

  1. Rejection is meant to block shoppers from being able to re-submit a new RMA for the same items(s) and create more RMAs for the merchant to work through, consider, and make decisions on.

  2. Rejection lets the shopper know that their return is not acceptable.

When should I reject an RMA?

Reasons for rejection are determined by the merchant according to their own unique company policy. An RMA cannot be edited, deleted or re-made after it is rejected or authorized.

How can I troubleshoot rejected or accepted RMAs?

  1. If you have an RMA that was accidentally rejected, you can still take care of the shopper as needed by carrying out the return process within Shopify, issuing the refund or store credit or creating an exchange order.

  2. If you have an RMA that was accidentally accepted, you can reach out to the shopper directly and let them know how you will be moving forward. They should be told to disregard the RMA Accepted email.

    1. If you prefer to keep the RMA data as accurate as possible and want to carry out the entire process within ReturnLogic, you can add notes using the Internal Notes section on the RMA Page.

We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.

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