Manage RMA Claims

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The RMA manager is a useful feature if your company deals with many returned items. The RMA process starts here - RMA Login.  It's usually best to deal with returns personally to make sure that buyers are happy, and don't leave negative feedback.  However, as your company grows, you might have to automate the returns process.  That is what the RMA manager is for.

Overview

  • RMA number - The RMA number is a unique, auto-generated number that identifies a specific RMA case.
  • Claim Date - This field indicates the date on which the RMA request was first created.
  • RMA Status - The RMA status indicates the current status of the RMA case. The purpose of RMA status is to let you know where the RMA stands at a glance.
RMA Statuses -
  • Item Received Incomplete - When an RMA item is received with fewer parts than the original package contained, the RMA status is changed to “Item Received Incomplete”.
  • Item Received Wrong Item - If an item is sent back as a return on an RMA and it is not the item expected, the status is changed to “Item Received Wrong Item”.
  • Item Received Damaged - If a returned item is sent back in worse condition and it was when it was shipped to the customer, the RMA status is changed to “Item Received Damaged”.
  • RMA Resolved Closed - When the returned item is received in satisfactory condition and the replacement item or credit is sent back to the customer, the RMA is considered closed. The status changes to “RMA Resolved Closed”.
  • RMA Return Complete Pending Replacement Availability - When the returned item is received in satisfactory condition and a replacement item is not available, to send to the customer, the RMA status changes to “RMA Complete Pending Replacement Availability” until a replacement item is sent or the proposal changes to reflect a new replacement item that is in stock or credit is issued.
  • RMA Pending Request - When an RMA number is generated for your customer and an RMA request has not yet been made, the status remains “RMA Pending Request”.
  • RMA Request Under Review - After an RMA request has been made, the RMA status changes to “RMA Request Under Review” the RMA request must now be reviewed by your RMA staff and a proposal should be generated.
  • RMA Proposal Sent - After an RMA request has been generated and a proposal has been made to the customer, the status of the RMA changes to “RMA Proposal Sent”.
  • RMA Unresolved Closed - If an RMA is not resolved for nay reason, the RMA status can be manually changed to “RMA Unresolved Closed”. In this case, your customer is not sent a notification email about the change in status of the RMA.
  • Order Number - The order number with which the RMA is associated.
  • Product Number - This field represents the product number of the item involved in the RMA case.
  • Auction Number - If the RMA item was purchased from an auction, the auction number is displayed here.

Search Criteria

  • Possible Search Criteria
    • RMA number
    • Item Number
    • Customer Name
    • Customer Phone Number
    • Customer e-mail address
    • Auction Number
    • Order Number
    • Replacement Number
  • Launched After - Search for claims launched after a certain date.
  • Search By Status
    • Choose from a list of statuses or search all statuses
  • Checkbox- Search Archived Claims
    • Include closed RMAs in search - Select this option if you would like to include RMAs that have been closed in your search results.

You can sort the results displayed in the results pane by clicking on the name of the field. Clicking the field name will sort it in ascending order by that field. Clicking the field a second time will sort the results in descending order.

RMA Details

To view the details for an RMA, click on the title or RMA number in the results pane from the search.

Details -
  • RMA Number - RMA number is a unique auto-generated number that identifies a specific RMA case between a customer and your company.
  • RMA Status - The RMA status represents the stage the RMA is in at any given moment. As action is taken by the customer and by your RMA personnel, the status of the RMA will change to reflect it. You can also manually change the status of the RMA by selecting a new status from the drop-down list although this is not recommended. If the RMA status is manually changed to “Closed”, the customer involved in the RMA will not be notified of the change.
  • Date Sold - This field tells you the date on which the item sold to the customer.
  • Date shipped - Date shipped displays the day when the item was shipped to your customer.
  • Date Entered - This field displays the date the RMA request was first entered into the system.
  • Days Since Request - The number of days since the request was first made by your customer. Keeping this number low is best for maintaining good customer service.
  • Proposal Date - This field represents the date on which the last proposal was made.
  • Days Since Proposal - The number of days elapsed since the last proposal was issued to your customer is represented by “Days Since Proposal”.
  • Product Number - The product number is your internal identifier for the product involved in the RMA.
  • Order Number - This is the number of the order the RMA product was part of.
  • Auction Number - Having the auction number handy is a quick and easy way to view the auction page your customer viewed when they purchased the item. If the nature of the RMA request involves a discrepancy between what was shown on your auction listing and the actual product, this is one of the first and best places to look for answers.
  • Customer Name - The customer name is displayed right on the RMA page to help your RMA staff identify anyone who may call with an issue.
  • Address - Having your customer confirm their shipping address helps identify who you are speaking to.
  • Postal Code - As another useful field to help verify your customers, the postal code is displayed on the RMA details screen as an added reference.
  • Feedback Status - This important information will tell you whether your customer has already left any feedback for you about the purchase. If any feedback has been left, its contents will be displayed for your review.

RMA Request Details

  • Explanation of Problem - At the core of the RMA request, the customer’s explanation of the problem is the most important. This information will be saved and cannot be modified so that it may be referred to at any point in the future as reference.
  • Serial Number Provided (if available) - To help ensure that your customers’ RMA request involves an item that came from you, they are prompted to provide the serial number of the item. If you store serial numbers as references, this information could prove a great asset in avoiding fraudulent or misdirected claims.
  • Pictures of the Problem - If your customers so choose, they can include pictures of the item to help describe the damage.
Message Dialogue Information -
  • Unread Messages - This will display the number of new messages from your customer waiting to be read.
  • Total Messages - This represents the total number of messages the customer has left for this RMA case.
  • View Message Dialogue -
    • Clicking this button will take you to the message dialogue view for this RMA case. The message dialogue is where all communication between you and your customer regarding this RMA takes place.
  • Send Message to Customer - This button will take you directly the message dialogue and open a window to write a new message to your customer.
Proposal
  • Number of Proposed Resolutions - This is the total number of proposals you have sent to the customer involved in the RMA.
  • Click to View Latest Proposal - Click here to review the most recent proposal you have sent to your customer. You will be taken to the message dialogue to view the most recent proposal. All previous proposals sent to the customer are also viewable in the dialogue.
  • Create Proposal - To propose a resolution to your customer regarding this RMA, click here.

Creating the RMA Proposal

  • The RMA proposal is the driving mechanism of the RMA system. After your customer has submitted a request and you have reviewed it, you can prepare a proposal to offer a resolution to the problem. In your proposal, you can offer a replacement item and issue credits and discounts to the customer. When you create a new proposal, any previous holds on items from proposals pertaining to this RMA will be released.
  • The RMA proposal generator screen will consist of the following information -
    • RMA Details -
      • RMA Number - RMA number is a unique auto-generated number that identifies a specific RMA case between a customer and your company.
      • RMA Status - The RMA status represents the stage the RMA is in at any given moment. As action is taken by the customer and by your RMA personnel, the status of the RMA will change to reflect it. You can also manually change the status of the RMA by selecting a new status from the drop-down list.
      • Date Sold - This field tells you the date on which the item sold to the customer.
      • Sale Amount - The total amount of money collected for the sale of this item (including taxes and shipping fees).
        • Currency - Displays the currency of the sale amount.
      • Date shipped - Date shipped displays the day when the item was shipped to your customer.
      • Days Since Request - The number of days since the request was first made by your customer. Keeping this number low is best for maintaining good customer service.
      • Product Number - The product number is your internal identifier for the product involved in the RMA.
      • Auction Number - Having the auction number handy is a quick and easy way to view the auction page your customer viewed when they purchased the item. If the nature of the RMA request involves a discrepancy between what was shown on your auction listing and the actual product, this is one of the first and best places to look for answers.
      • Customer Name - The customer name is displayed right on the RMA page to help your RMA staff identify anyone who may call with an issue.
      • Feedback Status - This important information will tell you whether your customer has already left any feedback for you about the purchase. If any feedback has been left, its contents will be displayed for your review.
    • RMA Request Details -
      • Explanation of Problem - At the core of the RMA request, the customer’s explanation of the problem is the most important. This information will be saved and cannot be modified so that it may be referred to at any point in the future as reference.
      • Serial Number Provided (if available) - To help ensure that your customers’ RMA request involves an item that came from you, they are prompted to provide the serial number of the item. If you store serial numbers as references, this information could prove a great asset in avoiding fraudulent or misdirected claims.
      • Pictures of the Problem - If your customers so choose, they can include pictures of the item to help describe the damage.
    • Parts & Manuals -
      • This information tells you what parts and manuals (if any) were included with the original package.
    • Resolution Offer -
      • Instruct Customer to Return Item - Selecting the option “Instruct Customer to Return Item” in the RMA proposal will inform your customer to send the product back to you. When this is checked, your customer will also be provided with your return address for the shipment. When this option is selected, the product replacement, credit, or discounts as promised in this proposal will not be granted to the customer until the return item is received in satisfactory condition.
      • Offer Replacement - If you would like to offer your customer a replacement item, select this option.
        • “Click here to choose a replacement item”. Clicking this button will bring up an area from where you can choose a replacement item for this RMA. When the window opens, a list of suggested items will be displayed (Suggest Item feature must be enabled in the wizard). Suggested items are automatically selected items that have relatively similar characteristics to the original item. You can choose to hold one of the suggested items or search for an item of your choice to place on hold this replacement.
        • Items Held for This Replacement - This list displays a list of items being held as replacements for this RMA. To release an item hold, click on the “Release Hold” button adjacent to the item.
      • Issue a Refund - As an alternate to supplying a replacement item to your customer, you can propose a full or partial refund to resolve the RMA request. Even while this option is selected, it is still possible to instruct your customer to send the item back.
        • Full Purchase Amount - By selecting this option, you are indicating that you would like to issue your customer a full refund in resolution to their RMA request. Issuing a full refund will not include the shipping fee.
        • Partial - To indicate your intent to offer your customer a partial refund to resolve the RMA case, select this option and enter the value and currency of the partial refund you would like to propose.
        • Shipping Credit - In addition to or exclusive of any product sale amount refunds, you may also elect to propose a refund for the shipping fee. To propose a shipping fee credit, select this option and specify the shipping refund if lower than the original amount paid and indicate the currency.
          • To indicate to the customer that your shipping refund will also include the return shipping fee, select this option.
        • Issue Discount - To offer a discount to your customer as part of your proposed resolution, select this option, enter the value of the discount in dollars or percentage (specify) and specify the currency.
    • As the RMA matures from the request to closing status, the Laris RMA engine will keep your customer informed and up to date by sending notifications about every step in the RMA lifecycle.




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