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Returns - Processing a Refund

See "Beginning the Returns Process - Return Details Screen"

7. Choose whether the refund amount includes shipping costs or additional costs. 

Note: the refund amount cannot exceed the total amount of the order.

8. Check Refund Credit Card, and check on the amount to be captured.
9. If you have not already done so, choose a Reason for the return.
10. Type in relevant Notes regarding the return, if desired. 

11. Click Submit & Send Packing Slip to bring up the Return RMA Details screen.

The status of the refund will show as “Awaiting Return.”

12. If you are not waiting for the arrival of the merchandise at the warehouse, choose a warehouse but leave the number of items returned blank.  Then click Complete RMA.
13. If you are awaiting the return, you can simply leave the screen at this point. 

When the items are returned to the warehouse, a representative there will call up the return under its RMA number (filtering from the orders screen), fill in how many items are being returned, how many are accepted, how many to return to inventory, and the relevant warehouse.  Selecting Complete RMA will complete the Return at that point.

In either case, you will be sent to the Returns screen where you will see the status of the order as “Completed.”

If the order is complete and merchandise is noted as arriving at the warehouse, the completed return will then go onto a list for approval of the refund.  All Refunds must be approved by a CSR Manager to be completed. See "Refunds - Approving a Refund" for details.

However, if the order is not awaiting returned merchandise, or you want to process the refund prior to that, you will need to manually submit the refund for approval. See "Returns - Submitting a Refund for Approval"

See "Returns - Processing a Merchandise Exchange"

See "Returns - Submitting a Refund for Approval"