Return Merchandise Authorization (RMA) Module

The Return Merchandise Authorization or RMA module allows shop customers to register products for return, directly from the webshop. The registration is linked to the original (web) order and is transparent to both buyer and seller.

Users can initiate an RMA in the webshop by selecting an order and specifying the products they wish to return.

Once the RMA form is completed, it is transmitted to the ERP system for further processing through a scheduled job. CloudSuite facilitates seamless tracking by providing status updates, such as pending or processed. All communication regarding the processing of orders takes place online in the My Account environment.

After setting synchronization with the webshop, returns can also be requested for orders created outside the webshop (from the ERP).

Key Benefits

• B2B customers can request a return through the CloudSuite webshop from their account.
• Users can add all products from the catalog for a return, providing flexibility in managing return requests.
• Users can start the RMA process directly from the order detail page in the Order History.
• Users can easily search for RMAs using various identifiers, including order number (linked to delivered goods), delivery note number, and product number (EAN or code).
• The system allows the creation of a preset list of reasons for return, providing predefined options for customers to choose from.
• Clear overview of RMA requests and current status directly from My Account. Overview under My Return Requests similar to the order overview.
• Users can view RMAs of other users linked to the same customer. This may be useful when multiple users within the organization are involved in the return process.
• Attachments, such as images or additional information at line level, can be uploaded to provide a more detailed context for the return request.
• Seamless integration with the ERP for processing RMA requests. RMA authorization process is handled in the ERP solution (outside CloudSuite), meaning all order costs are calculated in the ERP. ERP is leading in prices, VAT, etc.
• eCommerce users can create returns for multiple related parties.
• Option to create custom status updates on both header level (complete order) and row level (specific items) that can be sent using the CloudSuite API.
• RMA can be defined as an option for user roles.
• Complete configuration from CloudSuite client or API.
• Standard Offline cXML order interface.
• Form field validation on all fields of the request form.
• API - ERP (offline) RMA requests supported (endpoint to create RMA) from ERP system.
• You can decide what status an order needs to have to be eligible for a return.
• Using basic authentication to link to ERP, communication is done using the API v2.
• Links returns to original orders for quicker refunds and more transparency.
• By using pre-set reasons for return, you can collect valuable information to identify areas for improvement.
• Guest users who have placed an order can easily create an account by confirming their email address and setting a password. This allows them immediate access to their order history and the option to submit return requests through the webshop.