Originate Documentation

ReturnLogic Originate Module Overview and Usage

Synopsis

The ReturnLogic Originate module is the foundation of the ReturnLogic workflow and is where most RMA interactions will occur. Originate allows for quickly identifying, approving and processing the returned items and provides a variety of tools to improve the accuracy and timeliness of completing a customer's return request to ensure a greater level of customer satisfaction.  The following is an overview of the components of the Originate module and the specifics of operation for given cases.

Overview

The Originate module consists of four core components: the RMA List or Overview, the RMA Authorization Component, the RMA Approval Component, and the Processing Component. Below is an example of the Originate RMA List.

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The RMA List provides a consolidated view of all RMAs currently in the system as well as different filters by which to search the RMAs. The RMA Authorization Component allows the user to either authorize or decline a return request. (This feature can be deactivated if you want to accept all returns without approval first.)  After an item(s) is obtained from a customer and marked in the Collector module as received, the RMA Approval Component is activated.  This element permits you to either mark the return approved or unapproved.  The final step, is the Processing Component, which allows the user to post refunds, finalize exchanges and issue store credits. It also has the capacity to manually make any adjustments (shipping, discounts).

The RMA List

Navigating to Originate.

Log into ReturnLogic and click on the User Profile Icon in the right corner of the screen.  A dropdown menu will appear. Click on Originate listed under "Modules". This will introduce you to the first component, The RMA List. 

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 The following are the main features of the RMA List:

  1. Search Returns - The overview allows you to search for an RMA using many different types of criteria: RMA or Order Number, Order Name, Email Address, or Customer Name. To do this click on the magnifying glass icon, select your search type, enter valid corresponding search information into the text field and click enter (return).     
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2. The Create RMA button initiates a new RMA. This feature is located in the right corner and is shown below with a blue arrow next to. It will guide you through a series of steps.   

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3. Filters - A list of RMAs can be generated for a specific RMA Date range, Return Reason, Return Type and Return Status by utilizing the different filters. The filters can be used separately or all at once. 

  • The Return Reason Filter lists all of the the return reasons that your customer has to choose from when returning an item. To apply this filter click on the drop down box and select one of the options.
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  • The Return Type Filter will produce a list of RMA's depending on what the customer wanted in exchange for their return (a refund, exchange, or store credit). To apply this filter click on the drop down box and select one of the options.
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  • The Return Status Filter will populate a list according to what stage in the returns process the item(s) are in.  Click the dropdown box and select one of the following: Requested, Authorized, Canceled, In Transit, Delivered, Received, Processed, and Rejected returns. When “All RMAs” is selected you can differentiate their status by looking in the “Status” column.

4. The Status Column* allows the viewer to see what phase the RMA is in. The chart below describes this in more detail. 

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5. The Pencil icon or the RMA Number when clicked, will lead the user into the next steps of the returns process.

*The image below highlights the RMA Number Column, the Status Column, and the Actions Column.

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6. Show Archived- By checking this box it allows you to see RMAs that were processed and               archived.  RMAs are marked archived one hour after being processed. 

In the image below, with the filters selected, the RMA list displays current and archived RMAs that were refunded because the the items were too big with a status of being processed.

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The RMA Authorization Component

RMA Authorization Settings

Depending on the Originate settings, after an RMA is generated by a customer, the next step for the Originate user will be to either 1) authorize the requested RMA or 2) approve the item(s) in the RMA Approval Component.*  You can adjust your Originate policy settings by clicking on the image below.   

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If Receipt Validation is Enabled, the item will need to be returned before processing a refund/exchange/credit.  See above image.

*If the settings are set up to automatically authorize RMAs, scroll down to the RMA Approval Component.

After a customer initiates a return, the first step in the process begins in Originate. (This step is only for Manual Approvals.) All requested RMAs that are required to be authorized can be seen in the status column as “Requested”.  Click on either the RMA # or the magnifying glass to proceed to the RMA Authorization Component.

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This component furnishes you with details pertaining to the following:

  1. Customer*
  2. Order information*
  3. The RMA number
  4. Image of the item and any photographs provided by the customer
  5. Shipping information*
  6. RMA details*
  7. Store details*
  8. The option to provide the customer with a personalized message.
  9. The type of return- Exchange, Refund, or Credit.
  10. Reason for Return
  11. Any customer comments

*To expand the information in the sidebar, simply click on the title and the details will be observable. 

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After reviewing the requested RMA, you will either authorize or reject the return.  Authorization needs to be completed before the customer is able to ship their returns.

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If the RMA is rejected, a box will appear to allow a rejection reason to be entered. Once the “Process Rejection” button has been clicked, a notification will automatically be sent to the customer.

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The customer will be emailed a link with return instructions and (if included) a shipping label when the “Authorization” button is clicked.

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This will change the status of the RMA to “Authorized” in the Originate List Component.

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Once the item is received by the retailer or 3PL it will be marked as “Received” in the Collector Module and will be ready for the next step in Originate.

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The Originate user will know when the item was obtained when the status changes to “Received”.

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The RMA Approval Component

Automatic RMA Authorizations (Step 1) and Manual Authorizations (Step 2)

 The RMA Approval Component is activated after an item has been received by the retailer or 3PL and marked in Collector. *

In Originate, click on the item RMA # or magic wand and follow the proceeding steps:

1. Review the RMA. The screen will offer a host of information. 

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*To expand the information in the sidebar, simply click on the title and the details will be observable. (See “Order” in the above image.)

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2. After the order has been reviewed and is ready for approval, click Approved. By  doing this it will activate the Processing Component.

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3. If any adjustments need to be made before approving the RMA, click on the Actions menu at the top of the page. When there are multiple items that all need to be approved or declined, this can also be done under the Actions menu. See below:

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By clicking on the “Adjust Return”, you will open a new screen. Here you can: Change the quantity being returned, change the refund type (refund, credit, exchange* ) and add items to the RMA.  If there are items to be added, click on the “Actions” menu first and then click “Add items”.

* A draft order will be produced in Shopify if the RMA refund type is changed into an exchange. You will need to proceed to Shopify before processing the exchange.

4. If any adjustments were made, click on the “Actions” menu, select “Save” and then click “Approved” when the screen returns to the Approval Component.

5. After all changes are made and/or the RMA is approved, the Processing Component is activated.

The Processing Component

This is the final step of the Originate process.  If there are any additional cost adjustments that need to be applied, it can be done here. This includes: shipping charges, discounts, deductions and fees. Make any necessary changes and click “Process”.  Once “Process” is clicked, the RMA is finalized.  You cannot undue this step once the button has been pushed.

Steps:

  1. Make any adjustments (Override Gift Card is for entering the gift card code manually if you do NOT have Shopify Plus or use a third-party gift card service).
  2. Click Process.
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2. Click Yes to mark the RMA as processed. Alternatively, select no. If you choose to do this you will need to click the Actions menu and select Mark Processed.

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Mark Processed will conclude the RMA, update the RMA status to Processed and send a final email letting the customer know that their RMA has been completed.

See image below:

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