How To Create An RMA from BizDesk

Step-by-step guide

1. To start the RMA you will go from the Order Details Page.
   
2. Click on the RMA tab, which is currently the last tab available. 
   
3. Click on the Green 'Create RMA 'button. This will present the pop up box for the information needed to submit the RMA. 
   
4. Return Reason: This is where you can elect the reason for the return. For the options of: Do Not Want, Order Never Arrived, Product Leaked On Whole Order, Wrong Order and Damaged Order; then it will create an RMA for all the items on the order. The Order Item Return option is the only option that will allow you to pick an individual item from the order to process. 
   
5. Return Method: Here you would decide if No Return is needed or If we want to have the customer return the items. When selecting No Return the customer does not have to return the items for the refund or reshipment to process. It will complete when you finish the RMA. You can choose to provide a Printed Label for Domestic Customers only. For International customers you can select Self Printed Label to require they return the items for the process to be completed. You can approve the RMA but the refund for these options will not process until the warehouse receives the items back. *Note the printed label is only valid for 14 days. If not used by the 14th day a new RMA would be needed. The Returned option, is more for the warehouse which is chosen when the items are received back in our warehouse.
   
   
6. Refund/Reship: This is the Resolution to decide to Refund or Reship for the customer. When approving the RMA this will determine the action taken. Unknown is there but now too sure why, this is not an option that we have tried to use yet. 
   
7. If Selected Order Item Return: You will now have the option to pick an item from the order and the quantity. Also the reason for the RMA is listed here. The reasons are similar to the same that you would choose from if you were to process under the Refund/Reship Tab. 
       
8. When done press Create and the page will ask you, "Are you sure." This gives you a chance to double check the details. 
   
9.  Once you press Yes. You now get the RMA page to Approve, Deny or Cancel. These two screens show the top and bottom half of the new RMA that was created.
      
10. Most likely if you are creating the RMA you will Approve it. Make sure to review it just to double check the details are correct and press Approve. Make an internal note and confirm. The customer will receive an email advising the RMA was approved. It will give the details of the refund or advise a new shipment will be processed. If a return is needed it will specify to return the items and if a Printed Label is sent it will give them instructions on how to obtain it. 
11. If you are working on the pending RMA's then you may want to Deny or Reject the RMA. You would now explain why. ***This message will be sent to the customer in the email they receive when it is rejected. So make sure to make it a proper message that should be sent to the customer.
    
12. The last option would be to Cancel the RMA. When you created the RMA and made a mistake, you can choose to cancel it. However, if the RMA is pending from the customer, we should not use this option as the message sent back to the customer is just that it was cancelled. When cancelling, there is an option for a note. **This note is internal only and the customer will not get a message in their email. 
    
13. Now you are finished and can move on to the next customer.