Returns (RMA)

CustomerSellerAdmin

Returns use the store's RMA (return merchandise authorization) system. When a customer asks to return a product, the request goes to the seller who sold it. The seller talks to the customer and moves the request along, and the admin can see and act on every return.

Before returns can be requested

• The store sets the return window, the return policy, the file types customers can attach and the product types that can be returned in Configure >> Sales >> RMA. See RMA settings in the Bagisto User Guide.
• Sellers choose whether each product can be returned on the product's RMA step, with Allow RMA and a return rule. See Product Management. The setting applies to orders placed after it is switched on, so switch it on before you start selling.

How a customer asks for a return

Customers go to RMA in their account and create a request for one product at a time. A product can be returned once it is invoiced, and cancelled while it isn't invoiced yet. Customers choose what they want, the reason, the quantity and the package condition, can add details and photos, and must accept the return policy. See RMA in the Bagisto User Guide.

Sellers aren't emailed about new returns, so check Sales >> RMA regularly.

Your return requests

Go to Sales >> RMA in the Seller Panel.

Each request shows the RMA ID, the Order ID, the Customer Name, the RMA Status, whether it was a Guest order, the Order Status (Delivered, Undelivered, Canceled or Closed) and the Date.

Handle a return

1. Go to Sales >> RMA.
2. Click the view icon on the request.

The page shows:

• General — the date, package condition, the customer's information and photos;
• Items — the product, its price, the return and order quantities, what the customer wants and why;
• Conversation — messages between you and the customer;
• the Status, the Order Details and the Customer Details.

Reply to the customer

1. Under Conversation, type your message.
2. To add a file, click Attachments. You can attach PDF, JPG or PNG files up to 2 MB.
3. Click Send Message.

The customer receives a New RMA Message Received email. When the customer replies, the reply appears in the conversation; the store admin is emailed about it, not you.

Update the status

1. Choose the next status under Update Status.
2. Click Save Changes.

The customer sees the new status on the return, with a note about the change in the conversation.

From	You can choose
Pending Review	Approved or Request Declined
An approved return	Awaiting Return, Return In Transit, Refunded or Request Canceled
An approved cancellation	Awaiting Return, Item Canceled or Request Canceled

After Pending Review, active statuses the store adds itself also appear. Choosing Item Canceled cancels the product's quantity on the order.

Refunds

Sellers can't issue refunds. Choosing Refunded in the Seller Panel doesn't refund the customer, and it hides the admin's refund option for that return. Leave the refund to the store admin, as described below.

Update Status is no longer shown once the request is Refunded, Solved, Request Declined, Item Canceled or Request Canceled, or when the order is canceled or closed.

While a quantity is in a return request, whatever the request's status, it can't be shipped.

Return statuses

Status	What it means
Pending Review	The customer has asked for a return.
Approved	The return is accepted.
Awaiting Return	Waiting for the customer to send the product back.
Return In Transit	The product is on its way back.
Refunded	The request is marked as refunded.
Solved	The customer closed the request.
Request Declined	The return was refused.
Item Canceled	The product was cancelled on the order.
Request Canceled	The request was withdrawn.

For the admin

Go to Marketplace >> Sales >> RMA to see every return that includes a seller's product, with the Seller and Shop.

Click the view icon to open the return. There you can message the customer and seller, and change the status. When you change the status, the customer receives a Status Updated! email.

To refund the customer, use Refund Item or Cancel Item under Order Actions. They are available while the return is Approved, Awaiting Return or Return In Transit.

Return reasons, rules, statuses and custom fields are managed under Sales >> RMA in the admin panel.

Permissions

• Team members need RMA with View to open and update returns.
• Admins need Marketplace >> Sales >> RMA with View to see the list, and Sales >> RMA >> Requests to open, message and update a return.