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Managing RMAs in Shipped Suite

Shipped
Last Updated: 8 hours ago

The Returns Management Authorization (RMA) section in Shipped Suite allows you to view, edit, and verify returns initiated by customers. This guide walks you through how to manage RMAs effectively.

1. Accessing the RMA

  1. From the Shipped Suite Merchant Admin, navigate to:
    Returns > RMAs

  2. Select the RMA you want to manage. You will see:

    • Order information (Order number, customer details)

    • RMA status timeline

    • RMA items list

    • Shipment details (if applicable)

2. Reviewing Shipment Details

  • If shipment details are available, click View shipment details to see:

    • Shipping method

    • Tracking number & status

    • Carrier scan history

    • Map location (if available)

Note: If there are no shipment details, this indicates a self-ship return, where the customer will ship the item back on their own.

3. Viewing and Editing RMA Items

  1. Under RMA Items, click Edit to:

    • Increase or decrease the item quantity.

    • Remove the item from the RMA if needed.

  2. You can also add RMA items (see section below).

4. Adding RMA Items

If you need to add an additional item to the RMA:

  1. Click + RMA Item.

  2. From the Order Item dropdown, select the product you want to add.

  3. In the Resolution Type field, choose how the return will be resolved:

    • Refund

    • Store Credit

    • Exchange

    • Replacement

  4. In the Reason field, select the appropriate return reason (e.g., Damaged, Arrived Late, Product Quality).

  5. Adjust the Quantity if needed.

  6. Click Done to save the item to the RMA.

5. Verification Notes and Notifications

Before verifying an RMA, review the Verification Notes section:

  • If no changes were made to the RMA:

    • Uncheck Changes Have Been Made To The RMA.

  • If changes were made:

    • Keep the box checked.

    • Input a summary of the changes in the notes field — the customer will be notified.

6. Verifying the RMA

  1. Click the More Actions menu (three dots) to:

    • Cancel RMA

    • Resend Label

    • Download Label (only available for prepaid label returns; not available for boxless returns/Happy Returns)

      • For boxless returns/Happy Returns, you can instead:

        • Use Resend Label to resend the RMA confirmation email, or

        • Instruct the customer to locate the QR code via the self-service portal.

    • Trigger Resolution (manual)

  2. Once ready, click Verify RMA to confirm and move it forward in the process.

7. Resolution Trigger

  • Resolutions (e.g., refund, store credit, exchange, replacement) are automatically triggered when the shipment reaches the configured resolution trigger point in your policy settings (for example, when the carrier marks the package as delivered or received at warehouse).

Self-ship returns

  • These have no shipment tracking, so the RMA automatically defaults the resolution trigger to “Verify.”

  • This means the resolution must be triggered manually — either through RMA verification or by selecting Trigger Resolution from the More Actions menu.

8. Best Practices

  • Always double-check tracking status before verifying a shipped return.

  • Clearly document any changes in the verification notes to avoid confusion with customers.

  • For self-ship returns, proactively follow up with customers if the return is expected but the RMA remains unverified.

If you need assistance managing RMAs, please contact support@invisiblecommerce.com.

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