How to Create an RMAUpdated a year ago

Overview

A Return Merchandise Authorization (RMA) allows the management of the return process for items customers want to send back due to defects, dissatisfaction, or incorrect shipments. An RMA must be created and provided to customers to include with any returned package. This helps the warehouse and those processing the return know what action to take once the return has been received.

Process

Creating an RMA

If the order was made through the website (eCommerce), follow these steps:

1. Locate the Order:
   • Using the Global Search, find and select the order for which you want to create an RMA using the Sales Order # (e.g., SO123456), customer name, or SFCC ID (e.g., US88888812345).
   • If searching with the SFCC ID #, a list of items connected to the order will populate as search results.

If the customer’s order cannot be located in NetSuite, refer to the “Creating Third Party RMAs” section and follow Step 1 to create an RMA manually. Afterwards, continue with Step 3 listed in this section.
 
 

Creating a Return Authorization

1. Create a Return Authorization:
   • Open the sales order.
   • Go to Related Records.
   • Select the Cash Sale transaction (click the date to open).
     • If processing a return on a reshipment, make sure to select the original Cash Sale.

• Click on the "Authorize Return" button.

2. Fill in RMA Details:
   • Section 1: Primary Information
     • Custom Form: Select “Therabody Return Authorization - CX Cash.” It is extremely important that the correct form is selected.
     • Customer:Appropriate Customer account should populate. If not, choose an account from the list below based on the warehouse the return is being shipped to:
       • theragun-anz = Moduslink Australia: Moduslink Australia B2C RMA
       • theragun-uk = Moduslink JCS INTL: Moduslink JCS INTL B2C RMA
       • theragun-eu = Moduslink Venray: Moduslink Venray B2C RMA
       • theragun-us = TelAdvance QA
       • theragun-ca = Paragon Bay Warehouse RMA (TIL)
       • For Amazon Orders, select the “Amazon” account by typing in “Amazon” followed by the country/region (us, ca, uk, anz, de, fr, es...)
     • PO #: Enter the SFCC ID #. This should auto-populate if the RMA is being created directly from the Cash Sale, otherwise, type it in.
   • Section 3: Classification
     • Return Location:Select the appropriate return location based on the customer’s location (the return address will automatically populate).
       • US: TelAdvance QA
       • CA: Paragon Bay Warehouse RMA (TIL)
       • EU: Moduslink Venray: Moduslink Venray B2C RMA
       • UK: Moduslink JCS INTL: Moduslink JCS INTL B2C RMA
       • ANZ: Moduslink Australia: Moduslink Australia B2C RMA

• Return Authorization Type:
  • Damage/Defect: Use for warranty returns
  • Refund: Use for refunds
  • Exchange: Use for exchanges (item too big/small)
  • Logistics: Use for lost in transit & return to sender
• Return Reason: Select the correct option depending on the scenario.

3. Item Selection:
   • Choose the items being returned and their quantities.
     • If there are multiple items on an order but not all items are being returned, simply click the line item and select “REMOVE.”
     • If this is a Third Party RMA, enter the SKU of the item returning to our warehouse.
     • Enter a single unit of the SKU if sending the customer a single unit.
     • Enter a full package SKU if sending the customer a full package.
   • If there are multiple quantities of a single product and the customer is returning fewer, adjust the quantity accordingly.
     • Include serial numbers.

• For Replacement RMAs, set the Discount and Rate as follows:
  • Discount: Warranty: B2C Customer NEW - Specifically for zeroing out replacement RMAs.
  • Rate: -100% (negative 100%). Always remember to add the negative symbol.
• For Refund RMAs, select:
  • Discount:eCommerce Discounts - Specifically for refund RMAs when adjusting the dollar value.
    • eCommerce Discount (US, CA, UK & EU)
    • eCommerce Discount ANZ (AU & ANZ)
  • Rate: Enter the amount or percentage adjustment the original order has (Example: -20% off or -$30 off).
3. Shipping & Billing Information:
   • Review shipping details. If creating the RMA from the Cash Sale, the shipping information should auto-populate.
   • If the RMA was not created from the Cash Sale, add customer’s shipping information by clicking the ‘+’ symbol.
     • To edit the shipping address, under SHIP TO SELECT, choose Custom and select the edit button.
     • Enter the shipping address accordingly.
   • Click on Save.
   • Add the Billing Details. You will need to add the customer’s information. Do not use the default address/information.
     • Add customer’s billing information by clicking the ‘+’ symbol.
     • Review the original order to note Billing Information. If ‘theragun-’ is shown as the original billing address, use the customer’s shipping address information in this section.

• In the new window, enter the following fields:
  • Addressee: Customer Name & Last Name
  • Phone
  • Address 1: Building or house number and street name.
  • City
  • State (US, CA, and ANZ only)
  • Zip code
  • Email Address
• Click on Save.

Note: The Tax amount is calculated based on the Shipping and Billing addresses. Therefore, when creating an RMA for a refund, enter the correct Shipping and Billing information to match the correct tax amount to the original order.

5. Click “Calculate Tax” to ensure the price summary is correct.
   • Ensure the shipping and billing addresses are correctly updated for accurate tax information.
6. Save and Download:
   • Save the RMA by selecting the blue Save button at the top of the page.
   • Once saved, the status of the RMA will change to PENDING RECEIPT.

• Download the RMA by selecting the printer icon at the top of the page.
  • Save RMA as a PDF: FIRST NAME, LAST NAME RMA#xxxx.

Creating Third Party RMAs

If you need to create an RMA for an Authorized Third Party Purchase, a Retail/Reset store, or a gift, prize, or similar, follow these steps:

1. Create a Return Authorization:
   • At the top of the page, directly under the search bar, hover over “Customer”, select “Credits and Returns” followed by “Issue Return Authorization.”

2. Fill in RMA Details:
   • Section 1: Primary Information
     • Custom Form: Select “Therabody Return Authorization - CX Cash.” It is extremely important that the correct form is selected.
     • Customer:Select the customer account based on the customer locale:
       • 1998689274 ANZ B2C - Warranty Processing
       • 1998689278 Canada B2C - Warranty Processing
       • 1998689282 EMEA International B2C - Warranty Processing
       • 1998689288 UK International B2C - Warranty Processing
       • 1998689290 US B2C - Warranty Processing
     • PO #: Input the order number from which you are replacing the item(s). If you have the Retailer Order Number, input that information in this field. If not, use the format: RETAILER NAME- CASE # (e.g., BEST BUY- CASE 12345).
   • Section 2: Sales Information
     • Sales Effective Date: Enter the date of purchase from the customer’s Proof of Purchase.
   • Section 3: Classification
     • Return Location:Select the appropriate return location based on the customer’s location (the return address will automatically populate):
       • US: TelAdvance QA
       • CA: Paragon Bay Warehouse RMA (TIL)
       • EU: Moduslink Venray: Moduslink Venray B2C RMA
       • UK: Moduslink JCS INTL: Moduslink JCS INTL B2C RMA
       • ANZ: Moduslink Australia: Moduslink Australia B2C RMA

• Return Authorization Type:
  • Damage/Defect: Use for warranty returns
  • Refund: Use for refunds
  • Exchange: Use for exchanges (item too big/small)
  • Logistics: Use for lost in transit & return to sender
• Return Reason: Select the correct option depending on the scenario.

3. Item Selection:

a. Choosing Items and Quantities:

• Ensure to enter the SKU of the item being returned to our warehouse.
  • Enter Single Unit of the SKU if sending a single unit to the customer.
  • Enter a full package SKU if sending a full package to the customer.

b. Adjusting Quantities:

• If returning less than the original quantity:
  • Include serial numbers if applicable.

• Replacement RMA Processing:
  • Set Discount and Rate as follows:
    • Discount: Warranty: B2C Customer NEW (for zeroing out replacement RMAs).
    • Rate: -100% (negative 100%) - Always include the negative symbol.
• Refund RMA Processing (Reset/Retail):
  • Select:
    • Discount: eCommerce Discounts (for adjusting dollar value refunds).
      • eCommerce Discount (US, CA, UK & EU)
      • eCommerce Discount ANZ (AU & ANZ)
    • Rate: Enter the amount or percentage adjustment from the original order (Example: -20% off or -30$ off).

Billing & Shipping:

• Shipping:As you will be using a master account, Billing and Shipping information must be entered.
  • Under SHIP TO SELECT, choose New and if necessary select the ‘+’ button. From here, enter the customer’s shipping information:
    • Addressee: Customer Name & Last Name
    • Phone
    • Address 1: Building or house number and street name.
    • City: Fill it in for all locales.
    • State: Fill it in for US, CA, and ANZ only.
      • If an EU/UK RMA contains this information, the order won't flow correctly.
    • Zip code
    • Email Address
  • Click on Save.
• Billing:Follow the same process as above.
  • In the new window, enter the following fields:
    • Addressee: Customer Name & Last Name
    • Phone
    • Address 1: Building or house number and street name.
    • City: Fill it in for all locales.
    • State: Fill it in for US, CA, and ANZ only.
      • If an EU/UK RMA contains this information, the order won't flow correctly.
    • Zip code
    • Email Address
  • Click on Save.

Note: It is extremely important to update the information in this section so that it reflects appropriately on the RMA.

Temporary Processes:

• Creating RMAs for eCommerce Orders without a Cash Sale:
  • In the event that you cannot create an RMA from the Cash Sale, follow the same process as you would with a Third Party RMA. Ensure to use appropriate accounts (Therabody RMAs should use the corresponding theragun customer accounts).