Creating a Returns Profile

The returns profile allows you to create specific actions for active or expired RMA orders, and those actions are applied once an active or expired RMA order is returned. In order to setup your returns profile, you will need to go to Client & Fulfillment> Return Profiles, then click on “Add Profile” as shown in the illustration below.

For returns profiles that you have already created, you can search for them by Id, Name, Description, or a list of Id’s by entering the search criteria in the search field. The system will automatically populate the results for you once the search criteria is entered.

*If you are using Newgistics Fulfillment, At Cost Fulfillment, eFulfillment, Great Lakes Fulfillment, PMA Fulfillment, UST Fulfillment, or Stalco Fulfillment as your fulfillment provider, the process for returned orders will be automated in which the system will check for returned orders each day at 4am EST. However, a returns profile is not required for Newgistics Fulfillment to process returned orders automatically.

New_Return_Profile_icons.png 


Adding a Returns Profile

In order to create a returns profile, just enter the profile information, then click save. The following provides a description of each field.

Name

Assign a name to your returns profile.

Description

Provide a brief description of the returns profile you are creating.

 

Mode

This is where you would select whether to apply the subscription or the trial period mode to your returns profile. If the subscription mode is selected, then you will be given the option to select the billing cycles for your returns profile under subscription levels. If the trial period mode is selected, then your returns profile will only apply to billing cycles 0 (initial) and 1 (rebill). The following rules are in place for the trial period mode if the partial refund (exclude shipping) and/or full refund action is selected for your returns profile:

 

Trial Mode Rules

1. In the case where a return is processed on an initial order that has not yet reached billing cycle 1:

Partial Refund (Exclude Shipping):  The initial order will not be issued a refund.

Full Refund:  A full refund will be issued on the initial order.

 

2. In the case where a return is processed on an initial order that has reached billing cycle 1:

Partial Refund (Exclude Shipping):  The initial order will not be issued a refund, but the rebill order will be fully refunded.

Full Refund:  The initial and rebill orders will be fully refunded.

 

3. In the case where a return is processed on a rebill order, the appropriate return action will be applied to the rebill order, but there will be no action taken against the initial order.

 

Subscription Levels

This is where you would select the billing cycle(s) that would apply to your returns profile.  You can select all, or just specific billing cycles for your returns profile.  If you select billing cycle “0”, then your returns profile would apply to initial transactions.  If you select billing cycles “1+”, then your returns profile would apply to all subsequent transactions. 

*Note: If you desire to have actions applied to your initial and rebill orders simultaneously, then you must select the trial period mode.  If you select the trial period mode, but desire to have additional billing cycles included for your campaign(s), then a separate returns profile will need to be created under the “subscription mode”.

 

Campaigns

This is where you would select the campaign(s) that would apply your returns profile.

 

RMA Expires

This is where you would enter the number of days till an RMA expires.  For example, if you enter 30 in this field, then that means that an RMA would expire 30 days after an RMA is requested.  

 

Return Policy Expires( days)

This is where you would enter the number of days till your return policy expires, and the return policy expiration time begins on the day of shipment. If an order is marked as returned after the set number of refund policy days, then no refund will be issued to the customer. 

 

Prevent Refund on Chargebacks

If the box is checked, then a refund will not issued on an order flagged as chargeback after it's marked as returned. If the box is unchecked, then orders flagged as chargeback may be issued a refund after it's marked as return based on your return profile.  

 

Map actions to all reasons

If the box is checked, then the same actions and expired actions will be applied to all of the returns reasons. If the box is unchecked, then you will have the option to apply different actions and expired actions to each of the return reasons.

 

Action

Select the action that will apply to a return order which has an active RMA. 

 

Expired Action

Select the action that will apply to a return order which has an expired RMA.

 

Description of Action and Expired Actions

No Action- A refund will not be applied to an order once it is marked as returned, but the subscription will be cancelled.

Full Refund- A full refund will applied to an order once it is marked as returned.

Partial Refund (Exclude Shipping – A partial refund will be issued on an order once it is marked as returned, but the shipping amount will not be refunded.

Partial Refund (Exclude Restocking Fee)- A partial refund will be issued on an order once it is marked as returned, but the restocking fee amount will not be refunded.     

Partial Refund (Exclude Restocking Fee and Exclude Shipping)- A partial refund will be issued on an order once it is marked as returned, but the restocking fee and shipping amounts will not be refunded.               

 

RMA Required

Select whether or not an RMA is required for returns.  If the RMA is required, and an order is returned with an RMA, then the actions in your profile will be applied. If the RMA is required, and an order is returned without an RMA, then the order will be marked as returned and placed on hold; no action will be applied in this case.

 Returns_Add_Profile.png

 

Marking Orders as Returned

A returns profile is not required in order to get your orders marked as returned. Listed below are a few ways orders can get marked as returned.   

1. If you are using AtLast Fulfillment or At Cost Fulfillment as your fulfillment provider, the returns process is automatic.

2. Orders can be manually marked as returned under the order details of an order, and an RMA number is not required in order to mark an order as returned. In the order details, just look for the field named “Returns”, click on the drop down menu and select the return reason. After you select the return reason, click on “Order Returned” in order for the system to mark the order as returned.

3. If you have a list of return orders and the return reasons, you can use our returns import  template to import  your returns. For documentation on importing return orders, please refer to the following link:

http://help.limelightcrm.com/entries/317919-importing-tracking-numbers-and-return-orders

 

RMA Reason

In order to create custom RMA reason(s) that can be selected from the order details, just click on “Add RMA Reason” as shown in the illustration below.  Keep in mind that you can edit any custom RMA reason that you create, but you will not have the option to edit the default RMA reasons.

For RMA Reasons that you have already created, you can search for them by Id, Name, Description, or a list of Id’s by entering the search criteria in the search field. The system will automatically populate the results for you once the search criteria is entered.

 New_RMA_Reaon_Icon.png

 

 

Adding a RMA Reason

 

In order to create a custom RMA reason, just enter a description for your RMA reason, select if you want it active, then click save as shown in the illustration below.  Also, you can customize a RMA reason if you desire to have a certain action applied to a return order based solely on a RMA reason.  In order to customize a RMA reason, just select your desired RMA reason(s).  Afterwards, you can set the action and expired actions that will apply to return orders which include your selected RMA reason(s).

For descriptions of the action and expired actions, please refer to the Adding a Returns Profile heading in this article.  

*Please note that customized RMA actions will always override a return profile action, and customized RMA actions are dependent upon a return profile being assigned to a campaign in order to override return profile actions.

 RMA_Reason_Custom.png

 

 

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