# RMA Workflow

## Overview

**Return Merchandise Authorization (RMA)** is the recommended workflow for managing order item returns from customers in Sellercloud. RMAs let you track and process returns from the first contact with the customer up until they are received back into your warehouse.

You cannot delete items from an RMA if they have any received quantity. To remove or replace such items within the RMA, you must first unreceive the return.

To learn how to restrict returns, see [Final Sale Orders](https://descartessystems.aha.io/pages/7630864102913043836).

[https://www.youtube.com/watch?v=xaFLoWdfSdI](https://www.youtube.com/watch?v=xaFLoWdfSdI)

## Prerequisites

To start using the RMA workflow, it's crucial to fulfill certain prerequisites beforehand. You must configure:

- A returns warehouse.
- A returns address.
- Carrier credentials.

For step-by-step instructions on completing the prerequisites for the RMA workflow, see [Returns Warehouse Configuration](https://descartessystems.aha.io/pages/7630858351103732766).

## Create an RMA

After configuring the return address as described above, you can create RMAs individually or in bulk.

### Individually

To create an RMA manually:

1. Go to an [Order Details Page](https://descartessystems.aha.io/pages/7630852173000612331).
2. Click **Actions** and select **Create RMA**.
3. Check the boxes on the left to select items for return.
4. Enter a **Qty to Return**.
5. Enter a **Reason**. You can do this per item or select the **Return Reason For All Items**.
6. Optionally, enter a **Description**.
7. Click **Create RMA**.

### In Bulk

To create multiple RMAs at once:

1. Go to **Orders > Manage RMAs**.
2. Click the **Actions** icon at the bottom-right corner of the page and select **Import**.
3. Click **Download Sample RMA for Default** to download the template file.
4. Update the downloaded template file.
5. Click **Import RMAs** and select the updated file.

## Manage RMAs

Sellercloud offers many options when it comes to processing and managing your RMAs. In this section, we’ll review some of the most essential parts of the workflow.

### Search RMAs

To search for RMAs:

1. Go to **Orders > Manage RMAs**.
2. Optionally, set up the **Default filters** and **Custom filters**. Some of the most noteworthy filters are:
   1. **RMA IDs** - Show only one or more RMAs by their unique ID.
   2. **RMA Status** - Show only RMAs with a specific **Status**.
   3. **RMA Approval Status** - Show only RMAs with a specific **Approval Status**.
   4. **Received Status** - Show only RMAs with a specific **Receiving Status**.
   5. **Replacement Status** - Show only RMAs with or without a [Replacement](https://descartessystems.aha.io/pages/7630852454582976879).
   6. **Refund Status** - Show only RMAs with or without a [Refund](https://descartessystems.aha.io/pages/7630864118132028078).
   7. **RMA Note Contains** - Show only RMAs with specific text in their **Notes**.
   8. **Created On** - Show only RMAs created within a specific time range.
   9. **SKU** - Show only RMAs containing specific SKUs.
   10. **Tracking Number** - Show only one or more RMAs by their unique **Tracking Number**.
   11. **Receiving Warehouse** - Show RMAs set to be received in one or more specific warehouses.
3. Click **Search**. Each filter you apply gets highlighted in a different color. If a filter is gray or not displayed at all, it’s not active.

Additionally, you can customize the results grid to display different columns. Click on the three dots menu in the **Manage RMAs** panel > **Customize Columns**. There, you can pick up to 13 options such as **Status, Channel, Approval Needed,** relevant **Dates,** and more.

### View RMAs

You can view and manage different data associated with each RMA on its RMA Details page. There are a few ways to access the RMA Details page:

1. [Search for RMAs](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#search-rmas), then click the **RMA’s ID**.
2. Click the RMA link on top of the associated [Order Details Page](https://descartessystems.aha.io/pages/7630852173000612331).
3. Use the [Global Search](https://descartessystems.aha.io/pages/7630837845212005156) bar to search by **RMA ID**.
4. Click an RMA link anywhere else in the Sellercloud UI.

Regardless of which option you use, you will end up on the RMA Details page.

### Approve RMAs

To maintain control over which RMAs should be processed, you can add an approval step to your workflow. This will require someone to review the RMAs and approve them before proceeding. All RMAs have an approval status by default. However, you can also require approval per item by enabling **Enable RMA Item Approval Status** in the [Client Settings](https://descartessystems.aha.io/pages/7630835167106228692). To approve RMAs:

1. Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Edit**.
3. To approve the entire RMA, update the **Approval Status** field in the **General** panel.
4. To approve specific items, update the **Approved** field in the Items panel.
5. Click **Save**.

To quickly find RMAs that require approval, you can [Search for RMAs](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#search-rmas) by **Approval Status**.

### Manage Documents

RMAs in Sellercloud can store documents. You can **Upload,** **View**, **Edit**, **Download**, and **Delete** them from the corresponding Toolbox tab. To upload a document to an RMA:

1. Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Actions** and select **Manage Documents,** or click **Documents** from the **Toolbox.**
3. Click the **Upload New Document** icon on the top right of the **RMA Documents** panel.
4. Select the **File** and click **Upload**.

Once you have uploaded your documents, they will show up in the grid where you can perform additional actions such as Edit, Delete, Download, and Download All.

### Manage Return Labels

You can generate a return label from Sellercloud and email it to the customer.

To generate labels in Sellercloud, you must set up carrier credentials in your [Shipping API Settings](https://descartessystems.aha.io/pages/7630844621139336229).

To generate and send labels:

1. Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Toolbox** and select **Shipping Labels.**
3. Click the **Create Return Label** icon.
4. In the first step of the **Create Return Label** modal you can populate the **Ship from** and **Ship to** addresses, name and business.
5. In the second step of the **Create Return Label** you can manage packages, dimensions, carriers, and insurance.
6. Click **Create Label**.
7. To email a label, select it and click **Send Selected Via Email**. You can also click the **Send All Via Email** icon to send all labels.

See [RMA Labels Configuration](https://descartessystems.aha.io/pages/7630864050740601268) for more information and step-by-step instructions on generating, emailing, and voiding return labels.

### Add Tracking

By default, an RMA can only have one tracking number. To add a tracking number manually:

1. Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Edit**.
3. Enter the **Tracking Number** in the **General** tab.
4. Click **Save**.

You can also add multiple tracking numbers to RMAs by enabling the [Client Setting](https://descartessystems.aha.io/pages/7630835167106228692) **Enable Multiple Tracking Numbers For RMA**.

### Resolve RMAs

You can select a reason and resolution for your RMA even if it's not received yet.

To resolve an RMA:

1. Open the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Edit**.
3. In the **Items** panel, check the boxes on the left to select items.
4. Select a **Reason**.
5. Click **Set Resolution**.

Sometimes, you may have to resolve an RMA by replacing the items. To be able to create [Replacement Orders](https://descartessystems.aha.io/pages/7630852454582976879) in Sellercloud, go to [Client Settings](https://descartessystems.aha.io/pages/7630835167106228692) and enable **Enable RMA Replacement Order Workflow.** You can process replacement requests faster by automatically creating a replacement order when you set an RMA’s **Resolution** to **Replace**.

### Receive Items

To receive an RMA:

1. Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page.
2. Click **Actions** and select **Receive Return**.
3. Enter the **Qty to Receive** and select a **Warehouse**.
4. Click **Receive**. The inventory movement will be noted as an **OrderReturn** on the [Inventory Movement History](https://descartessystems.aha.io/pages/7630840246014878835). The item cost on the order will automatically update to 0.

You can not delete received items from the RMA.

### Close RMAs

There are two ways to close an RMA after resolving it:

- Go to the [RMA Details](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#view-rmas) page, click **Actions**, and select **Close RMA**.
- Enable **Auto Close RMA When Resolution Updated** in your [Client Settings](https://descartessystems.aha.io/pages/7630835167106228692), and then [Set a Resolution](https://help.sellercloud.com/sellercloud-knowledge-base/orders/returns-and-refunds/rma-workflow~7630864225398183906#resolve-rmas).