Submit a returns request via RMA portal

Submit a returns request via RMA portal

The Cin7 Core RMA module includes a dedicated RMA Portal where your customers can quickly and easily submit their return requests and view the status of their returns. Additionally, your RMA officer can raise a returns request directly through Cin7 Core - RMAs initiated through the Cin7 Core web portal do not have the same return policy restrictions  as those applied to the customer returns submission portal, allowing more flexibility.

Prerequisites

Sign up to RMA portal as a customer

As a customer, you should receive a return portal link with your order confirmation via email. Clicking the link will take you to the log in page of the portal, where you can log in or sign up. The email address used to sign up must be an existing customer contact or associated with an existing sale.

You will then receive an email to confirm account creation and create your password. Once this step is complete, you can log in to the portal and create returns requests.

Submit a returns request

Any Cin7 Core customer can submit a returns requests via the Return portal link with just the email address associated with the sale. This includes sales for the same organization that were processed through the Cin7 Core web portal, or sales from other eCommerce channels of the organization. Any paid order is available for return regardless of fulfillment status, and any fulfilled or partially fulfilled order is available for return regardless of payment status.

First, log in to the RMA portal with the email address associated with the sale. This will show you any open RMA requests and your sale history.

Search for the sale order you wish to return in your sale order history.

This will open a summary of the order details and allow the user to select which products, and how many, are available to be returned. Sale orders can be searched by sale order number, invoice number, or reference (ecommerce order reference numbers are stored here). The Return Policy field will show what policies are applicable to a product, and can be clicked to view the policy's text in more details. If a product is no longer covered by the return policy but the user still wishes to negotiate a return, the user will need to contact the merchant directly.

Select the quantity to return and continue to the next page.

  

On the next page, the user can enter Packing condition, Reason for return (configured here), and the requested Return type (refund, replacement, or repair according to the applicable return policy attributes). Clicking Notes & attachments allows the user to enter text or attach images showing the problem if necessary.

Continue to the next page, the user confirms their shipping address and return details before completing the returns request.

View returns status

Customers can log in to the RMA portal to track the status and view history of any returns.

Was this article helpful?

Have more questions? Submit a request