Creating an RMA

Overview

Returns are worked from Logistics → Fulfillment — use New Request to raise one. Every return is an RMA with a unique number (e.g. RMA-1024) and a type that says which directions goods move: Return (the customer sends goods back), Return & replace (goods come back and you ship replacements), or Advance replacement (you ship first, before the return arrives — or with no return at all).

Creating an RMA requires the rma:create permission. Statuses flow Open → Received → Inspection → Completed, with Cancelled possible at any point before completion.

What you record

The intake form captures the customer (an individual or a business, with contact email and phone), the external order id if you have one, and a return reason from your organisation's reason catalogue.

Then add one or more inbound items: pick the product and SKU, quantity, unit of measure, and condition, plus optionally a per-item reason, serial number, and the issue the customer reported. For replacements, add the outbound items you'll ship too.

The return window

The return-due date is computed from your organisation's default return window but can be adjusted per RMA at intake. An RMA whose due date passes while it's still Open is flagged overdue — highlighted on the dashboard and the list, and eligible for automatic customer reminders (see Notifications and reminders).

After you save

The RMA lands in the Fulfillment list with status Open, the customer can receive an automatic "RMA created" email (if enabled), and the detail page starts a full timeline of everything that happens next — receiving, inspection, notes, and emails sent. The return leg's method, carrier, and tracking number can be set now or edited later by anyone with rma:write.