The Create RMA tool in Merchant Admin allows you to manually generate a return request on behalf of a customer.
This is useful when an item has already been received at a warehouse or retail location, or when you need to bypass eligibility checks.

1️⃣ Navigate to the RMA Page

1. Log in to your Merchant Admin portal.

2. In the left navigation menu, go to Returns > RMAs.

3. Click the ➕ Create RMA button at the top-right of the screen.
   → The “Create RMA” modal will open.

2️⃣ Select the Order

1. In the modal, search for the order by entering the Order Number.

2. Select the correct order from the dropdown.

3. Click Continue.
   → You’ll be taken to the Create RMA page for that order.

3️⃣ Review Order Information

At the top of the page, confirm key order details:

• Order number

• Customer name and email

• Order date

• Return policy (e.g., US Default, International Default)

4️⃣ Adjust Return Shipment Settings

Under Return Shipment Settings:

• Shipping Required – Check this box if the customer needs to send items back.

  • ✅ Checked: A return shipping label will be generated, and the customer will receive a Return Confirmation Email.

  • 🚫 Unchecked: No shipping label will be created. The RMA will immediately move to Verified, and the Resolution Issued Email will be sent (bypassing confirmation).

5️⃣ Select Items, Reasons, and Resolutions

Under RMA Items:

1. Locate the items from the order.

2. Increase the Quantity for each item you wish to include.

3. Choose the appropriate:

   • Reason (e.g., Defective item, Wrong size, Changed mind)

   • Resolution (e.g., Store Credit, Refund)

6️⃣ Important Behavior Notes

• ✅ Bypasses ineligibility checks:
  No warnings or eligibility validations (e.g., return window, final sale status) are applied.
  It behaves as if all items are eligible.

• 🧭 Still follows policy shipment settings:
  The available methods, providers, and fees are determined by the policy (e.g., USPS Label, Happy Returns, FedEx).

• ⚠️ No enforcement of correctness:
  It’s currently possible to select an invalid method-provider pairing
  (e.g., “Labeled” method with “Happy Returns,” which is labelless).
  Admins should manually ensure the correct combination is chosen.

• 🚫 No automatic restrictions:
  There are no limits based on:

  • Resolution by reason

  • Method by reason

  • Provider by reason
    All options remain selectable.

7️⃣ Create and Finalize the RMA

Once all fields are complete:

1. Review your selections carefully.

2. Click Create RMA at the bottom-right corner.

After submission:

• You’ll be directed to the details page of the newly created RMA.

8️⃣ Use Cases and Examples

✅ Already Received at Warehouse or Store

If the return item is already received:

• Uncheck Shipping Required

• Select reason and resolution

• Click Create RMA
  → Instantly marks the RMA as Verified and issues the Resolution Email
  (no confirmation email sent)

⚙️ Bypassing Ineligibility Without Using an Exception Policy

When you need to process a return for an ineligible order (e.g., beyond window or marked final sale):

• Use the Create RMA flow — it skips eligibility enforcement

• Ensure all selections (method, provider, reason, resolution) are valid per policy

🧩 Summary of Key Points

If you need help verifying RMA creation behavior or troubleshooting policy alignment, please contact support@cavalry.ai.