RMA Preferences

RMA Preferences: RMA (Return Merchandise Authorization) is the most critical component of customer service. All post-sale support such as warranties or guarantees are handled through this fundamental module. The RMA module has two critical components that you should be familiar with: Messaging and Proposals. Using messaging, customers are able to communicate their concerns about your products and negotiate resolutions for post-sale product or service issues. As the seller, negotiations with your customers will end with a proposal for resolution. This proposal is an offer that you submit to your customer suggesting a course of action that should remedy the situation and is fair both to yourself and your client. Following the proposal, your customers either accept the proposal or continue to negotiate or ask questions. Everything is tracked and organized using an RMA number that is uniquely assigned to every case. Customer satisfaction is vital to every business, take a moment and tune the way you would like the RMA module to work for you.

Configuring RMA Settings

• Contact Name
  • Enter the name of your RMA contact person in your company.
• Resolution proposal Lifespan (number of days)
  • This value indicates the lifespan (in hours) of the proposal. The value is displayed to your customers in the proposal email. If the proposal is not accepted by this time, the RMA status changes to “Closed - Proposal Expired” and an email is sent to the buyer to indicate this change. Any item held by the proposal is released from hold when this happens.
• Unresolved RMA reminder e-mail (number of days) - Specify how many days your would like to wait before sending an e-mail to the customer, reminding them that the RMA is unresolved.  If the RMA is unresolved within this set period f time, the RMA Acceptance Reminder email will be sent.
• Guarantee timeframe (number of days)
  • If you offer a guarantee for your products, you could specify the number of days a product is guaranteed for before it becomes ineligible for RMA. RMA requests for the product will no longer be accepted.
• Phone Number
  • Enter the RMA contact number you wish to use for any customer return issues.
• Email
  • Provide an email address for your customer to contact you about RMA issues. Since RMA emails are specific to post-sale issues, you should dedicate a specific email address for this purpose.
• URL
  • Provide the URL or web address you would like your customers to visit to make RMA requests for products.
• Autohandle Proposal
  • As a time saving feature, proposals that have been accepted by your customers can automatically trigger an email to them explaining how and where to ship the return item to and the status of the RMA is auto-set to “Accepted Proposal – Awaiting Item”. When this feature is disabled, you’ll have to manually browse and authorize accepted proposals.
• Suggest Item
  • The RMA module can automatically suggest replacement items for the proposals you generate. The suggested items are matched using various criteria that consider the product’s make, model, color, functionality, and condition.
• Get Dialogue Email
  • When this feature is enabled, all copies of the message dialogue for RMA cases is sent to your RMA email address.

Videos/Additional Tutorials: Coming Soon

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