Setting up conditions, reasons and resolutions

Setting up conditions, reasons and resolutions

Overview

When a customer requests a refund in the RMA process (or if the request is made in the backend), then the customer can choose 3 of selections to add for the request for each product.
  1. Condition - The condition of the product
  2. Reason - The reason for the request
  3. Resolution - The desired outcome for the RMA


These options are available for each product. As a Marketplace Owner, you can control the available options in the backend. These are all accessible via Sales > Orders > RMA



From here, there is a dropdown at the top left, where you can go into any of the sections to edit.




Editing Conditions options



When you select Conditions from the top left dropdown, you will see a grid of options available. You can edit an existing condition by going to the Action column to the right, choosing Select > Edit



The fields for creating or editing a condition is as follows:




Field
Notes
Title
The title of the reason to be displayed for the customer on the front end and also shown in the back end for MO and Vendors
Sort Order
This is where in the dropdown it appears, 1 being at the top, and lowering the number puts it lower in the dropdown selection.
Tip: Give the numbers in divisions of 10, so that you can later add some more in between if needed.
Active
Set this to Yes to allow this option to be selectable.

When you are done with the condition, choose Save at the top right.


Editing Reasons options



When you select Reasons from the top left dropdown, you will see a grid of options available. You can edit an existing reason by going to the Action column to the right, choosing Select > Edit



The fields for creating or editing a reason is as follows:
Field Notes
Title The title of the reason to be displayed for the customer on the front end and also shown in the back end for MO and Vendors
Sort Order
This is where in the dropdown it appears, 1 being at the top, and lowering the number puts it lower in the dropdown selection.
Tip: Give the numbers in divisions of 10, so that you can later add some more in between if needed.
Active Set this to Yes to allow this option to be selectable.

When you are done with the reason, choose Save at the top right.
​

Editing a resolution



When you select Resolutions from the top left dropdown, you will see a grid of options available. You can edit an existing resolution by going to the Action column to the right, choosing Select > Edit



The fields for creating or editing a resolution is as follows:




Field Notes
Title The title of the resolution to be displayed for the customer on the front end and shown in the back end
Code
This will be the code to reference.
Note: The format for this field will need to be in numbers or letters, with no spaces. You can replace the spaces with underscores (_).
Active
Set this to Yes to allow this option to be selectable.
Allow Exchange Order
If enabled, admin can create an Exchange order from RMA detail page. Normally you can leave this disabled.
Allow Replacement Order
If enabled, admin can create a Replacement order from RMA detail page. Normally you can leave this disabled.
Allow Credit Memo
If enabled, admin can create a Credit Memo from RMA detail page.

Note: This should be enabled if the resolution requires a refund back to the customer.

Sort Order
This is where in the dropdown it appears, 1 being at the top, and lowering the number puts it lower in the dropdown selection.
Tip: Give the numbers in divisions of 10, so that you can later add some more in between if needed.

Note: For Exchange Order, Replacement Order and Credit Memo allowance, you will see these in the bar above the information of the RMA details page.




When you are done with the resolution, choose Save at the top right.

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