RMA Page / Notice or Alert / Search Functionality
Now that you have a decent start with the Customer Generated RMAs, it would be very useful to have a page for RMAs (and their current status). Or at least add a way to find a specific RMA in your search functionality.
As the system is currently configured, we get packages returned to us out of the blue and it takes a little more work to determine what order the return belongs to before we can process it.
Also, we are currently logging all received RMAs in a spreadsheet and had a case where the order number was not logged correctly. It took time to figure out which order it went to. When we get into our heavy time, I can't spend that kind of time. If we had just had all the returns logged automatically through ShipStation, it would eliminate our need to keep a log and makes finding the RMA very simple.
I've seen others propose having more control over the RMA number, (like using the order number as a reference) but that might not be as necessary if there is a place where RMAs can be quickly searched or reviewed before they arrive at our dock.
A bonus would be a notification (or alert) that a return has been generated by a customer. This kind of heads up allows companies that are very proactive about returns to potentially reach out to customers and offer a better resolution than the return (such as a component replacement, full item replacement (that doesn't require initial product return) or customer support (in cases where assisting the customer with the item can change their mind about returning).
Similar to the RMA report, I envision the page providing:
RMA REF #
RMA CREATION DATE
INBOUND / OUTBOUND COST
No surprises about what is being returned -- Provides companies a quick visual on what is being returned and why
Convenient central place to search for a particular RMA (an automatic RMA log)
(and consequently…) Shorter time to find and refund RMAs
Allow better proactive customer support.
Thanks for bringing up all this great info on returns, @chesshouse! Your return labels have the RMA number printed on them. Once you receive a package, you can use the advanced search on the shipments page to look up orders by the RMA number.
When you use advanced search on shipments, remember to change the category to returns (this is the first field you see after clicking “advanced search”). This will be the most direct way to look up your returns.
You can also do a quick search by your customer’s name or city. This will pull up all of the shipments associated with their name or the city. Then you can click on the returns tab to view all returns.
As for your spreadsheet logging, can you give me more detail on what you’re doing with it?
Please create an audit log for RMA's that shows who generated them.
Great to see the returns search results, that portion is helpful.
We use the spreadsheet log to make sure that all returns have been properly refunded, track how many days it took to refund (we have a commitment to process within 3 business days of receipt) and whether items were restockable (shipping damage), Did they use our return label?, and any additional notes.
I could see using the returns search results for most of this, if there was a tag column. Then we could add a tag like "refunded", "Partially refunded", etc., which would help indicate what still needs to be handled by our team.