Making The Connection

Where Will I See This Within OLX?

What Reports Can Be Pulled?

1. Returns Report Definitions
   
2. Return Analysis Report Definitions
   
3. Customer Service Activity Report Definitions

What Imports/Exports Relate to RMA Details

1. at this time there are no import/exports

Trouble Shooting

RMA Details Popup

1. To open an existing record, click on the copy button next to the record you want to copy.
1. From RMA Lookup
   
1. click on the RMA ID
   
1. 
   
2. From Order Detail Screen
   
1. click on the item status
   
1. 
2. Red link indicates product is being returned for refund
   
3. Blue link indicates product is being returned as an exchange for product
2. hover over the item link to display the RMA info 
   
1. 

1. A new window will pop up.
   

1. Customer - prefilled billing first and last name, locked field
   
2. Order ID - prefilled, locked field
3. RMA ID - prefilled, locked field
4. RMA Status - prefilled, locked field
1. open
   
1. only locked fields are unable to be edited
2. closed
   
1. unable to get to RMA Details from Order Details screen, must navigate via RMA Lookup
   
2. unable to edit fields
   
3. you can add a comment, and it will save to the Customer Record
   
5. Open Date - prefilled, locked field
6. Expiration Date - prefilled, agents are able to adjust/edit this field
1. To change the expiration, click on the calendar to the right of the Expiration Date field.
7. Process with - drop down of which type of refund is issued
   
1. Same as Debit Account - refund is given back to original payment profile
   
2. External Refunds - a paper check will be mailed to customer
   
8. Item information
   
1. Item - name of the base item from the order
   
2. Description - description of the offer from the order
   
3. Requested QTY - quantity requested for return
   
4. Approved QTY - quantity approved after return is received
   
5. Request Price - refund price requested for return
6. Approved Price - refund price approved after return is received
7. Requested S&H - S&H value requested for return
8. Approved S&H - S&H value approved after return is received
9. Requested Tax - Tax value requested for return
10. Approved Tax - Tax value approved after return is received
11. Close
    
1. unchecked - RMA remains in Open status
   
2. check - RMA adjusts to Closed status and cannot be reopened.
   
9. RMA Close Reason - drop down lists Reason Codes created in the system
10. Comment History - read only record of all prior comments left on the RMA
    
11. Comments - comments entered here will display in the above Comment History section as well as on the customer record

* To save the changes click the Save button .

* To cancel any of the current changes you have made click the Cancel button .

      This will close the window without saving any changes.

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