RMA Exchange Process

RMA Exchange Process

Module: RMA Exchange Process
Topic: Process Overview
Version(s): Version 5.1 and up 
Editions: Standard, Commerce, Call Center


When issuing an RMA, the options available are to refund the returned product or to exchange for a new product. This module will walk through the entire exchange process when using RMA's from Issuing an RMA, to Selecting a Product to Exchange, then Closing the RMA, and Processing the New Product. 


Issuing an RMA:

To begin, an RMA must be issued for the customer to return the initial product. Click on the Refund button on the Order Detail Page to open the RMA details window.

  • Click the Refund Type of RMA
  • Set an Expiration date if this should be different than the default date that is pre-populated. 

Selecting a product to exchange:

Closing RMA:

Processing new product:


Related Articles:

    • Related Articles

    • 5.1.227 - RMA-Return Terminology Modified to Exchange

      Version: 5.1 Patch: 227 Title: RMA-Return Terminology Modified to Exchange Application Category: Other; CS Functionality (1) Patch Type: Feature Description: Changed wording from "Return" to "Exchange" on the RMA Details screen. Articles: Refund Item
    • 5.1.20 - RMA Feature Enhancements

      Version: 5.1 Patch: 020 Title: RMA Feature Enhancements Application Category: Other Patch Type: Feature Description: Added [RMA ID] as an alias that can be included in Notifications.  Added feature to add a new product to an order when an RMA is ...
    • RMA Details Screen

      Module : Customer Service Topic : RMA Details Screen Version(s) : Version 5.1 and up Editions : All Editions What Is An RMA The Return Merchandize Authorization (RMA) is created when an item is being returned to you from the customer. Making The ...
    • 5.1.325 - Fix Inventory Not Released With Expired RMA

      Version: 5.1 Patch: 325 Title: Fix Inventory Not Released With Expired RMA Application Category: Other, CS Functionality Patch Type: Feature Description: Fixed issue with inventory not being de-allocated from items when the items are cancelled as ...
    • RMA Lookup

      Module : Customer Service Topic : RMA Lookup Version(s) : Version 3.5 and up  Editions : All Editions RMA Lookup new The RMA Lookup screen can be used to view RMA's by Order ID, Order Info, Order Date, RMA/status, RMA issue or expiration date. ...