# Returns overview
Orderwave can streamline processes around Return Authorizations (RMAs) and returns processing, helping to automate returns documents and instructions, pre-paid return shipping labels for customers, and automated refunds for returned merchandise.
# Returns Authorizations (RMAs)
The ideal way to provide a return process to your customers is to allow them to create a "Return Authorization", or what is often called a "Return Merchandise Authorization", or RMA for short.
Allowing your customers to create Return Authorizations is ideal because:
- You can enforce return policies while the customer is submitting the Return Authorization request
- You can allow customers to request exchanges, which minimizes refund processing
- Your warehouses can expect returned SKUs to arrive
- You can pre-calculate refunds so that customers know what to expect
- You can track return shipping status to aid customer service or provide further automation
Return Authorizations can be created in Orderwave by your agents, or directly by customers in the order status portal.
# Set up return shipping labels
Similar to the setup you performed to map shipments to carrier settings, you will need to map a carrier connection to RMAs, so that Orderwave knows what carrier connection to use to generate the return shipping label.
# Creating a Return Authorization in Orderwave
When viewing a dispatched order, the button "Create RMA" will appear across the top. Click this button to start the RMA process.
The items that are presented to you are the individual unit items on the order. Only items that are either refundable or exchangeable will be able to be selected. Items that are already on existing RMAs will also not be able to be selected for a new RMA. Check the box for each item that the customer intends to return.
On the next screen, choose a return/refund reason for each item that you have selected.
# Exchanges
If the customer intends to exchange the item, instead of simply returning it for a refund, you can select the switch to exchange the item. You will need to search the products in Orderwave to find the item to exchange for. When you are creating an exchange request for an item, a refund will not be calculated for that item, since it will no longer be eligible for refunds.
New orders will be created for Exchanges, and will sit in a blocking queue called EXCHANGE-PENDING-RELEASE until the items on the RMA are returned. If your agent needs to release an exchange order before the returns are received, they can dequeue the EXCHANGE-PENDING-RELEASE queue and that will release the order.
# Refunds
If the intent is that the item be returned for a refund, Orderwave will pre-calculate the refund amount and allow the agent to alter the refund amounts if needed.
# Return fees
Return Authorizations can support return fees in the form of reduced refund amounts. You can use rules to automate the setting of return fees. Fees are optional, are applied only once per Return Authorization, and are applied as an adjustment to the first refundable item on the Return Authorization. If you agent needs to remove or reduce the fee for a particular customer, they can edit the fee amount on this screen. If more functionality is needed, you can implement more fee logic with rules and webhooks to implement even more customization.
# Generating the RMA document
After you have configured the RMA properly, click the "Create RMA" button to produce the RMA. Orderwave will create the Return Authorization data, attach it to the current order, generate the pre-paid return shipping label, and produce the RMA PDF document. You will have the option of emailing the RMA PDF to the customer so that they can ship the merchandise back.
# Viewing a Return Authorization
When a RMA is generated, it is displayed at the top of the order screen. You have the option emailing the RMA to the customer (again if needed), or tracking the return status of the package.
You will see the items included in the RMA, the tracking information, the warehouse it is being returned to, the shipment method, and item refund/exchange details. You will also be able to download the RMA PDF (return instructions) file and view it.