When an RMA is created and manual authorization is turned on, the RMA processor has two options: to reject or authorize the RMA. Once the decision is made, there is no way to go back and edit or undo this decision.
To learn about the basics of RMA Rejection and Authorization, click here.
The following article will demonstrate the differences between the shopper experience when an RMA is rejected and when it is authorized.
Where can I Reject or Authorize an RMA?
When manual authorization is turned on, the prompt to authorize or reject the RMA will appear at the top of the RMA page. Staff should look over the details of the RMA before deciding how to move forward.
If this setting is not turned on in your policy settings, these prompts will not appear on the RMA page.
RMA Authorization Workflow
A Shopper in the return center or a staff member in Originate creates the RMA.
The creation of the RMA automatically triggers the shipping type to be applied to the RMA based on your settings.
The RMA will have the RMA Requested status in Originate.
The shopper receives the RMA Requested email notification letting them know that their request has been created.
Based on the information provided in the RMA, the Customer Service representative will either authorize or reject the RMA in Originate RMA. This decision will be based on the company policy.
Once the RMA is authorized, the shopper will be sent the RMA Success notification via email.
This email will include their shipping label which was selected according to your shipping settings.
The RMA Status will move to Authorized.
The shopper would follow the instructions in the RMA Success email notification to complete the return.
If the merchant decides after this point that they cannot authorize the RMA as they expected, there is no way to undo the "authorize" decision.
For this reason, it's important that your staff is well trained on when to authorize and reject because it is a final decision.
RMA Rejection Workflow
A shopper in the return center or a staff member in Originate creates the RMA.
The creation of the RMA automatically triggers the shipping type to be applied to the RMA based on your settings.
The RMA will have the RMA Requested status in Originate.
The shopper receives the RMA Requested email notification letting them know that their request has been created.
Based on the information provided in the RMA, the Customer Service representative will either authorize or reject the RMA in Originate RMA. This decision will be based on the company policy.
Once the RMA is rejected, the RMA Status will move to Rejected.
The shopper will receive the RMA Rejection notification email.
A rejected RMA will archive in Originate after about 24 hours.
If a shopper tries to go back to the return center to re-create a new RMA for the same item(s), they will be blocked from moving forward and will be notified that the request cannot be created.
Because the shopper will not receive the RMA Success notification at any point in this workflow, this means the shopper will never receive shipping instructions or a shipping label.
If the merchant decides after this point that they cannot reject the RMA as they expected, there is no way to undo the "reject" decision and the RMA is not editable.
For this reason, it's important that your staff is well trained on when to authorize and reject because it is a final decision.
How can I turn this setting off and on?
To turn this function on or off, go to Settings > Returns-Originate > Policy, and scroll to the bottom.
You can select either of the two options below. If you change your selection, be sure to hit save and publish when you want the changes to go live.
What if I already utilize automation features in ReturnLogic?
Using this feature does not change how RMAs are created initially. Rejection and authorization options are intentionally manual as opposed to the goals of automation.
Every RMA would need to be rejected or authorized, the manual prompt would be at the top of every RMA page.
If Manual RMA authorization is turned on in settings, it will be applied for every type of return, not just certain return types.
What if we want to reject and authorize RMAs after receiving items in the warehouse and examining the product disposition?
If you want to wait to receive an item to arrive at your warehouse before authorizing or rejecting the RMA, the shopper will need another way to obtain a shipping label since the shipping label information is only sent to shoppers who have an authorized RMA.
Workaround options:
Generate and send a shipping label to shoppers outside of the ReturnLogic workflow.
Have the shopper create and use their own label.
What if we change our company policy?
If any changes are made to your company policy, it's important that those changes are made visible to your shoppers and staff members who will be processing RMAs. Staff members who process RMAs should always have the most current return policy info available.
Troubleshooting after deciding to reject or authorize
After an RMA has been rejected or authorized, it can't be edited or altered by your staff, admin, or ReturnLogic support. You can tell the shopper you will be processing the return in Shopify. This option will not capture return details in ReturnLogic reports but Shopify will capture the return information. If they have already received rejection or authorization emails, you can tell them to disregard that information moving forward.
We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.