How A Customer Creates An RMA

This page is to go over the current options and steps that a customer has to create an RMA. This will allow us to better assist a customer with this process. 

Step-by-step guide

1. First the customer must sign into their account. Then click on the Orders Link on the Left side of the screen. 
2. This will take the customer to the Order History. As long as the customers order with the issue is under 60 days there is a Grey Button on the left listed as Refunds/Returns. 
3. Also if the customer clicks on the Orange Order Details Button, there is a Grey Button under the third column listed as Refunds/Returns.
4. When the customer clicks on this Refunds/Returns Button they will be asked a series of questions. This will determine what the RMA is being submitted for. The first Question: I have an issue with? The customer can choose Entire Order or individual items. When the customer selects one it will automatically move to the next question they do not have to click on the Submit on the left side yet. 
5. When the customer selects Individual Items the next question is to select the items from the order the issue is with. 
6. When the customer presses select for that item a drop down comes up asking: What is the problem with this product? Here the customer has a list of options to choose from: 
7. When the customer selects the issue then more drop downs will appear. The system will ask how many are affected? And it will give the customer the opportunity to write a message. These fields are required. Depending on the selection chosen also the customer can upload a picture. 
8. When the customer selects done the page will go down and the customer can now choose to select another item or can press Submit at this point. 
9. When the customer selects Submit, they will get a confirmation page that the RMA was processed. It will also give the RMA number for reference. At this point also the customer receives an RMA email acknowledging this process is pending and when it is either approved or denied.  
10. A status update regarding the RMA is listed on the order History Page and in the Order Details page so the customer can know what is happening on it.  
11. If the customer selects: Issue with the entire order from Step 4 above. Then the customer is asked: What is the problem with your order? And is given a couple options in a drop down. 
12. The customer will be asked different information depending on the option chosen. Here are the screen shots of the information asked for during this process:
13. When the customer completes the information and presses Submit they will get a confirmation and RMA number for reference. Also they will get the emails as well acknowledging it. 

NOTE: If the customer selects Whole Order and Lost Orders and Inquiries, the system will ask the customer to fill out the contact information to submit as a email to Customer Service. A customer can submit a new RMA after the first one by following the same steps. There is no limitations as to how many they submit for one order.  

ON RESOLVING RMA: If you Reject or Deny an RMA the message with appear to the customer in the automated email that is sent. However if you Cancel the RMA no message is sent.