Support
Processing an RMA
The Web Cube RMA system allows users to create RMAs on the website. Only one RMA can be created per order, and items not marked Final Sale cannot be returned.
Once an RMA comes in, if the user has included the RMA receipt, this can be scanned in to the Order Management Dashboard. Alternatively, the order id can be entered into the third input box, or the pending RMA can be clicked in the listing below.
The RMA screen will open and show the RMA details for the order.
Begin by entering in the UPCs, or checking off the items returned. UPC codes can be scanned into the top, or if there are no barcodes available, the items can be checked off by checking "Item Returned". If the item is suitable to return to inventory, select "Return to Inventory". If you need to alter the assessed refund amount, enter it under the Refund Amount column. This refund amount is calculated based upon item discounts at checkout, but if there are any concerns this must be verified against the order.
You may add additional notes per item for the return by clicking "Notes", such as why an item is not suitable for return.
You may also add additional refunds for shipping and other fees in the additional refunds block. These are not automatically calculated and must be assessed by the operator at time of return. You can also add overall notes to the return here.
Finally, you can click on the "Confirm Return" button to confirm the return. If you would like to create an exchange, you can click on the "Confirm Return and Create Exchange" button. Creating an exchange simply moves you to the Create Order page, and adds a note to the order notes indicating the RMA number, and prefills the customer's personal information into the order form. There is no direct database link between an exchange and its previous order.
When you click confirm or create exchange, you will have to finally confirm the action with a popup box.
Once confirmed, this return will be processed, the user will be emailed, and the refund processed automatically onto their card.