This article explains how and when to use Reset RMA. It explains in what cases it can be used, what it does, and where to find it.
Where to find it
In the RMA overview, you'll see three dots in the right top corner. Click this and select Reset RMA.
When to use Reset RMA
Reset RMA can be used when a customer requests changes to their already submitted return. As the name indicates, it resets the current return and allow the customer to re-submit their return.
It's a useful tools for situations where the customer want's to:
- Change the refund method (refund, gift card, exchange)
- Add or change return products
- Make changes to exchange products
Important: If you reset a return after the parcel has been handed in, the shipping label will no longer be linked to the return. This may prevent automatic warehouse scanning actions from working as expected and could require manual handling by your support team.
When to not use Reset RMA
A return can only be reset while it has an Open status. Returns with a Rejected or Completed status cannot be reset.
Additionally, a return cannot be reset if the customer has submitted an exchange for a more expensive product and already confirmed or paid the price difference for the replacement item.
What Reset RMA does
When you click Reset RMA all previous actions made by the customer will be deleted. The specific return will be a blank canvas which allow the customer to re-submit the return and make necessary changes.
Important: A new return label is generated for each return request. To ensure automatic processing in Reversio, the customer must use the label provided with the latest return.