RMAs
Issue Return Merchandise Authorizations and process returns
 

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Instructions
 You can create an RMA for any order with shipped items (items in the order have a status of SH). An RMA number may have multiple line items. You can also assign the same RMA to multiple orders. This allows for receiving portions of a return and refusal or approval of individual items.
 
Note: You can manually process individual returns instead of using the RMA system. It is recommended you use one or the other, not both. Returns are stored at the order level (in the Items.dat table). RMA refunds are stored in the RMA system (in the Return.dat table). For more information about individual returns see the Refund an Order help topic.

  1. To run the RMA Action click its button on the Main Menu. Or, click here to open the RMA screen.

The following RMA screen will appear:

  

  1. To create a new RMA click the Add... button at the top of the dialog (not the Add button in the middle of the screen).

  1. A new RMA number will be assigned, as will the date and Operator ID for the currently logged on operator. 

    Note: You can give the RMA number to your customer immediately. The number can be searched on when the package is received so you can complete the return.

  1. Next, locate the customer's account by clicking the Customer Find... button.

  1. The standard Search for Customer screen will appear:

  1. Enter as many fields as you need to locate the customer then click the button or press Enter. 
     

  2. Matches will appear in the lower half of the screen. Highlight the record you wish to open and double click it, press Enter or click the OK button. 
     

  3. The customer number will appear in the Customer Number field on the RMA screen.

  1. You can now create return authorizations for as many orders and items as you wish for this customer. Click the Add... button on the toolbar below the Returned Items tab (Note: Do not click the Add button at the top of the RMA screen).


 

  1. The Return Item dialog will open as follows:

  1. Click the Order Number pulldown to select the order for which you wish to create a return authorization.

          

  1. Select an order from the list.
     

  2. Next, select a product from the Product pulldown.

  1. Select a reason from the Reason pulldown.

  1. The dialog will display the calculated quantity, price, discount and tax. You can add shipping if appropriate and change the other items if you wish.

    Note: The quantity will default to 1. You can edit this number if the customer purchased and is returning more than 1. 
     
    You can manually change the calculated Tax when necessary or enter a percentage Rate for tax and have it calculated for the item.

  1. If the item being returned requires a vehicle title which has not yet been received the Hold for Title box will be automatically checked. You can choose the VIN# associated with the product from the pulldown field. This is especially useful when you have multiple VIN numbers. The return authorization can be created, but the final refund will not process until the title is received. 
     

  2. Click OK to close and save the returned item. It will appear in the list on the Returns dialog.

   

  1. You can continue to add items to the RMA by repeating steps 9-17. Each item will appear on the Returns dialog as a separate line.
     

  2. For each RMA you can optionally add Internal Notes (those seen only by your company) and/or Print Notes (Print Notes can be added to reports and forms that are sent to your customer). To do so simply click the appropriate button. Instructions are available from the Help button on the Notes screen. These notes are associated with the entire RMA. Additional Notes are available for line items as described below.
     

  3. You can continue to add RMA's by returning to step 2. If you are finished creating RMA's you can close the dialog with the X in the corner. Or, you can proceed to the next steps to receive and refund an order.
     

  4. You can Receive Items as they are returned by your customers. First, open the RMA screen as described above. Or, click here to open the RMA screen.
          

  5. Click the Search... button to locate a specific RMA or click the Navigator buttons to browse.

  Or,  

Search for an existing RMA

Browse all RMAs

  1. If you Search for an RMA the following dialog will open.

          

  1. Enter an RMA number to locate it in the Search Characters field, then click OK to go to that RMA.

    Note: Additional search fields may be available in the Search By pulldown. Select a field then enter the Search Characters you wish to locate.
     

  2.  In the Returns dialog select an item from the list then click the Edit... button.

   

  1. The Return Item dialog will open. Click the Status tab, then click the Item Received checkbox.

The Date and Operator ID (if you are logged in) will be filled in automatically. These can be edited if you wish.

  1. For each item you can optionally add Internal Notes (those seen only by your company) and/or Print Notes (Print Notes can be added to reports and forms that are sent to your customer). To do so simply click the appropriate button. Instructions are available from the Help button on the Notes screen. These notes are associated with the currently selected item. Additional Notes are available for the entire RMA as described above.
     

  2. If you plan to refund the item skip to the next step. If you are going to refuse the return check the Item Refused checkbox. You can enter a short text Reason as well (in addition to any Internal or Print Notes you wish to add). This item will be excluded from the total refund for the RMA.
     

  3. Click OK to save your changes. Note: the Refunded checkbox will be checked automatically by Mailware when you refund the order. You do not need to return to this dialog to check it.
     

  4. Repeat steps 25-29 for each item received

  1. You can Refund your customers as their items are returned. First, open the RMA screen as described above. Or, click here to open the RMA screen.
          

  2. Click the Search... button to locate a specific RMA or click the Navigator buttons to browse as described above.
     

  3. Next, click the Refunds tab above the grid.

  1. Then click the Add... button above the grid.

  1. A Refund dialog will open with list of all the items available to refund (the list will exclude any items you marked as refused, items not received and any items awaiting a title). You can process multiple refunds as items are received and approved by returning to this screen.
     
    Note: If you wish to exclude any of the approved items from the refund double click the Refund checkbox in the grid, then click on another item in the list to refresh the Amount field.
     
    Select a payment method from the Credit Type field:

The credit types available are as follows:

  • Credit Card - Select this to specify a refund to the customer's credit card. You will also be able to enter the Card Number and the Authorization code received from your credit card processor (Credits must be process outside of Mailware. These fields are for recording the information only.).
     

  • Customer Balance - Select this option to apply a credit to the customer's account. The amount will appear in the Credit Balance field under the Additional Info tab of the Customer screen. 

    Note: This balance may be applied to orders made in Mailware. To do so select Balance as the Pay Method on the Payments tab of the order screen.

  1. Click OK to close the dialog and save your changes. If you selected Customer Balance as the Credit Type the refund amount will appear in the customer's Credit Balance field under the Additional Info tab of the Customer screen.
     

  2. You can process additional refunds by repeating steps 31-36. When you are done click the X at the top right corner to close the screen.

 

See Also:
Modifying Reports