How to create a Return Merchandise Authorization (RMA)Updated 7 months ago

RMA stands for Return Merchandise Authorization. It's the first part of the process of returning a product to receive a refund, credit or replacement, etc. 

In Ship Hero, RMAs are created by and within the original order that was sent to the customer. 

To create an RMA:

1. In Ship Hero, navigate to Orders > Manage Orders.
2. Click on the order you want to return. Open the order to see it in full detail
3. Click "Return Order" in the Actions tab to the right of the page:

   

• After clicking the 'Return Order' button, a new page will appear displaying the return order:

  

  ^^ Select the checkbox next to the product(s) you wish to return. 

• Choose the quantity to return by typing in the number, and select the return reason and the return type from the respective dropdown menus.
• Review the Customer Info section. This data is pulled from the original order.
• Review the Shipping Info section. 
  • Adjust the Weight to what is expected to arrive (2x supplements, for example) and select the Return Label Type.
  • Return label type:
    • Both "Paid by Store" and "Paid by Customer" will be billed to the client account as ShipHero cannot revert any costs to your customers.
    • "Self Return" would only create an unpaid, generic label. Your customer would then need to take that label and get postage on their own.
• Choose the Shipping Carrier and Method for the return label, or select Self Return if a return label is not needed
  • Please note that if the order is over 1lb, it cannot travel via USPS First Class Mail
• In the Return Options area, select the Nice Warehouse you wish the product to be returned to and click Generate RMA.
  • Optionally, input a reason for the return if applicable. Select the Do not email customer return label if desired. By default, the return label is emailed to the customer email address inputted in the Customer Info section:

Lastly, you can input a note in the 'Notes' section if applicable for an RMA. This will appear on the Returns, All Returns page in the 'Internal Notes' column which can be exported: