Setting up RMA portal for returns requests

Setting up RMA portal for returns requests

RMA portal is a feature of Cin7 Core RMA, a dedicated customer returns submissions portal allowing customers to quickly and easily submit their return requests and view the status of their returns. This includes sales processed through Cin7 Core web portal, as well as sales from integrated eCommerce channels such as Shopify, WooCommerce, etc.

Any Cin7 Core customer can submit a returns request via the returns portal with an order number or invoice number and email address simply by accessing the relevant URL.

Customers cannot use the portal to submit returns requests for products no longer covered by the returns policy. If a customer still believes they are entitled to a refund, they should contact your organization so an RMA manager can initiate an RMA manually.

Learn how customers can navigate the RMA portal to sign up, log in, submit returns requests, and view sales/return history, see Using the RMA portal.

Prerequisites

Create RMA Portal

Create the RMA portal by navigating to Integration → Cin7 Core RMA Portal.

  1. Enter a name and a domain for your portal. The domain will form part of your store URL, which will be used by your customers to access the portal.

  2. Click Create portal to activate the RMA Portal.

You can also specify a custom domain name for your portal, although this may require additional costs for getting a domain name from a registrar. See Configure custom domain below for more information.

Access RMA Portal

Customers and users can access the RMA portal by going to the URL shown on the Status tab of your RMA portal settings (Integration → Cin7 Core RMA Portal). Click Go to Portal to open the URL directly, or Copy link to copy the link to your clipboard to send it to someone else.

We recommend adding the return portal link to your invoice document template, email template, or eCommerce communications to make it easy for your customers to access your returns submission form. See Managing document and email templates for more information on customization.

Activate/deactivate RMA Portal

On the Status tab of your RMA portal settings (Integration → Cin7 Core RMA Portal), you can make the RMA Portal active or inactive by sliding the toggle.

Making the Portal inactive will not deactivate the RMA module. Users can still raise RMAs and process existing returns via Cin7 Core web. Accessing the Portal URL will give an error.

Change Portal name or domain

Portal name can be changed from the General tab of your RMA portal settings (Integration → Cin7 Core RMA Portal)

Domain name can be changed from the Status tab.

When a Portal domain is changed, current users and the recipients who have been sent invitations will no longer be able to access your RMA portal, you will need to notify them about the new RMA portal domain.

RMA Portal settings

In this section, you can manage the settings and customize preferences for the RMA portal you have created. Go to the General tab of your RMA portal settings (Integration → Cin7 Core RMA Portal).

Portal name is the given internal name of the portal when it was first created. This can be edited.

Portal contacts allows selecting your company contact’s details. These will be displayed in the portal's footer. Company contacts can be managed in Settings → Reference Books → Company contacts.

Portal address allows choosing the company address to be displayed in the portal's footer. Company addresses can be managed in Settings → Reference Books → Company addresses.

Tracker ID lets Google Analytics users embed analytics tracking on all portal pages.

Measurement ID lets Google Analytics 4 users embed analytics tracking on all portal pages.

Configure custom domain

These settings are used to bind the RMA Portal to your own custom domain name rather than the default Cin7 Core portal address. You will need to buy your custom domain name from a domain registrar.

To bind your custom domain name to your Portal, you need to create a CNAME entry on your domain hosting provider's DNS server that points to your RMA Portal permanent address (<your_portal_name>.dearreturns.com).

Each domain registrar has a different way of doing this — you may need to check with your provider for assistance in case you have any difficulty binding a custom domain name to your RMA Portal.

After binding your custom domain name, you will need to set up a SSL certificate to ensure security of the payment information that you collect from your customers.

See Bind a custom domain name to your RMA Portal for detailed instructions.

Disconnect Portal

Clicking Disconnect portal will completely delete all portal settings entered previously. It will not affect returns that are already in process, which can be accessed from Cin7 Core web and the RMA module. This option is found on the General tab.

Do not use this option if you would like to only temporarily disable the portal. Instead, set the Portal as inactive from the Status tab.

Customize customer email templates

Cin7 Core RMA includes the following standard email templates that are sent to users:

  • RMA created - sent when a customer submits a returns request

  • RMA completed - sent when a returns reque=st has been resolved, whether or not it has been approved.

You can edit these templates from the Email templates tab. Use Supported keywords to dynamically enter customer information into the email template.

The editor accepts HTML code so you can copy and paste content from an existing email template or edit directly in the HTML editor (< > symbol).

Once you are done editing a template, click Save.

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