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Customer returns (RMA) — from submission to credit note or refund

Manage your customers’ return requests using RMA files: accept or reject the request, automatically send a return label, receive the goods, then close the process with a credit note or a refund. Customers can track their return via a public link, without needing an account or password.

What it is for

When a customer wishes to return a product (due to an error, a faulty item or a change of mind), you must decide whether the return is justified, send them a return label, check what is actually being returned, and close the file — ensuring nothing gets lost along the way. The Returns (RMA) screen maps out this process using status-based records: a request arrives (status ‘request’), you review it and either accept or reject it (giving a reason). Upon acceptance, a return label can be generated automatically via the Dispatch module (Colissimo, Mondial Relay or Chronopost — or automatic selection) and sent to the customer: the case changes to ‘label sent’. When the parcel is returned, you receive it (status ‘received’) after checking the contents. The transaction then needs to be finalised: either by generating a CREDIT NOTE (the credit note number is displayed on the case) or by processing a REFUND. The case then changes to ‘credit note issued’ or ‘refunded’, then is archived (‘closed’). Each case lists the returned items (product, quantity) and its history. On the customer’s side, a public tracking link (a unique token-based URL, no account required) shows them the status of their return in real time and allows them to download their label — meaning fewer calls asking ‘where is my return?’.