INTRODUCTION 2 ENABLE RMA 2 SETUP RMA SETTINGS 3 INITIATE RMA 5 PROCESS RMA 8 FINALIZE RMA 11 DENY RMA 12 END YOU VE REACHED THE END OF THIS GUIDE. 12 CONTACTING 3DCART 12 Page 1 of 12
Introduction The RMA (Return Merchandise Authorization) feature allows you to process returns/exchanges for customers. The RMA can be initiated by the customer, or can be initiated by the merchant at any time after an order has been placed. Enable RMA To enable the RMA feature: 1. Go to Settings -> General -> Store Modules 2. In the Return Merchandise Authorization (RMA) section, check the Enable RMA checkbox. 3. Click Save Changes. Page 2 of 12
Setup RMA Settings Once you have enabled the RMA, you will need to setup your RMA settings. The RMA settings are the choices customers have for the return, such as money back, exchange for the same product, or exchange for a different product. You can also set the default choices for the reasons why a customer would be returning a product, such as it being broken, the product is disliked, or the product is not what they expected. To setup the RMA settings: 1. Go to Settings -> General -> Store Modules 2. Click on the Change RMA Settings link in the Return Merchandise Authorization (RMA) section. 3. Edit the choices for method of return in the Method column. If there is a default method input that you do not want to offer, you can uncheck the Visible checkbox. 4. Click Update next to the methods you modify. Page 3 of 12
5. Edit the choices of reasons for the return in the Reason column. If there is a default reason input you do not want to offer, uncheck the Visible checkbox. 6. Click Update next to the Reasons you modify. Page 4 of 12
Initiate RMA After an order has been placed, a customer can login into their account and initiate a RMA at any time. Once the RMA had been sent in, you (as the merchant), will be sent an email notification. To start the RMA process: 1. The customer will login to their account on your website in the My Account section. 2. In the Track Your Recent Orders section, the customer will click on the View Details link for the order they would like to initiate the RMA for. 3. Once in the order, the customer will click on the Add New RMA button. Page 5 of 12
4. The customer will choose the number of items they want to return in the Order Items section. 5. In the Order Return Options section, they will choose the Reason and Method for the return. 6. Finally, the customer can add comments in the Comments section. This is optional on their part, but these comments will be visible to you (the Merchant). Once done, they will click Save RMA and en email will be sent to both you and the customer. Page 6 of 12
This is the message that displays to the customer after they submit the RMA Page 7 of 12
Process RMA After the RMA has been submitted, you will receive an email notification. To begin processing the RMA: 1. Go to Orders -> RMA Search 2. Click Edit next to the open RMA 3. View the RMA if it looks acceptable, you can then Send the RMA instructions email. The default template for the RMA instructions is in the Settings -> Design -> Emails section titled RMA RMA Authorization Instructions. This email can be modified to say whatever you need. The default RMA email instructions are below: Your RMA [RmaNumber] was authorized. Please, follow the instructions: 1- The items must be in the original package. 2- Please write your RMA number on the return label of your package. Be sure your RMA number is clearly visible on the OUTSIDE of the package the product is being shipped back to us. Page 8 of 12
3- Send the package to: [store_name] [address1] [address2] [city], [state] [zip] Phone: [phone1] Thanks for using [store_name]. 4. You can choose to send an additional message to the customer in the Staff Response section. This will display to the customer when they login to their account on your website in the RMA. Once you have written a message, click Modify RMA. 5. You can write an internal message in the Internal Message section. This will not display to the customer. Once you have written a message, click Modify RMA. 6. Move the RMA Status to Processing and click Modify RMA. Page 9 of 12
This is what displays to the customer when they open their RMA in the My Account section on your website. Page 10 of 12
Finalize RMA Once you receive the returned product, you can finalize the RMA. 1. Go to Orders -> RMA Search 2. Click Edit next to your Processing RMA. 3. In the Order Items section, select the number of returned items you have received in the Qty. Items dropdown. 4. Select the amount of items you will be restocking in the Qty. Restock dropdown. If the item is damages or not useable, you will choose 0. 5. Refund the customer if you need to manually process it through your payment gateway. NOTE: Any refunds will need to be done manually through your payment gateway/merchant account. 3dCart only documents the return for tracking purposes. 6. Write any comments to the customer in the Staff Comments section and move the RMA Status to closed. 7. Click. Modify RMA NOTE: Once you close the RMA it cannot be reopened or modified again. Page 11 of 12
Deny RMA At any point in the process, if you feel the RMA should be denied, set the RMA status to closed and put your comments into the Staff Comments section. This will close out the RMA from any further modifications. END You ve reached the end of this guide. 3dCart has many other features not listed on this guide, once your store is up and running continue exploring the features located on the different areas of your Store Manager. If you have additional questions about any of the features you can read the full documentation at http://help.3dcart.com; or clicking on the Help Icon from your Store Manager left navigation bar. Contacting 3dCart 3dCart s support team is ready and willing to help you. Feel free to contact us at any time and also visit our online knowledgebase and user forums that have many of your questions and issues already answered. Web: http://support.3dcart.com KB: http://support.3dcart.com/kb/ Forums: http://forums.3dcart.com Email: support@3dcart.com Phone: (800) 828-6650 x 3 Thank you for using 3dCart. Sincerely, 3dCart Support Team support@3dcart.com Page 12 of 12