Return & Refund Process - Part 2 | Farm2Me Guidebook
by Garry Michael
Once the Admin has created a Return on Shopify end. *If you have not finished the Admin Return setup on Shopify, see blog post 'Part 1'. Assuming you have finished Part 1, the next step is to create a Return Merchadise Authorization (RMA) Request from the Multi-Vendor App. See the steps below:
RMA i.e Return Merchandise Authorization is a process of returning a product to receive a refund.
On the Multi-Vendor app side, the Admin will manage all the returns and refunds outside the app (i.e. from the Shopify End) but can create a record in the app with the RMA Feature. This 100% makes sure the Sellers receive a Return Merchardise Authorization request.
Once a Customer sends a Return Request for an item, Admin can refund the item from Shopify end and can create a Record of the Return in the Multivendor App end as well.
After Returning the item requested by the Customer & subsequently Refunding the Customer from the Shopify-end, the Admin can Create a Record of the Return and Refund in the Multi-Vendor app end, for future documentation of the incident. For this, Admin can initiate an the RMA Request from the Multi-Vendor app. The RMA will notifiy the Seller about the Customer Return Request.
Note: When you cancel or refund an order from the Shopify-end, it automatically reflects on the Multi-Vendor marketplace. But if you experience an issue, or the order status is not updated in the Multi-Vendor App end - in the "Orders" section, and it has been over 24 hours, then you can manually update the order refund amount in the Multi-Vendor app.
We strongly suggest you to wait for 24 hours before doing this manually otherwise the seller earnings will rollback twice & may cause a mess.
Let’s understand the complete Process in detail.
Admin first needs to configure RMA from Admin side in the Multi-Vendor App. Visiting the RMA Configuration section of the app, Admin can create various RMA statuses so that Sellers can update the status from their end once the RMA is created and escalated from the Admin end to the Seller. Multivendor Admin Panel>>Go to Orders menu>>Click on RMA Configuration>>Click Add RMA>>Mention details of RMA Status>>Save. Farm2Me Admin have saved 10 different statuses for Sellers to update their Return process.
Moreover, once the Admin gets the Return//Exchange request from the customer, the Admin will manage the Refund from the Shopify end. As an example, suppose a Customer has requested a Return of this order as shown in the below screenshot.
Let’s see how the Admin can initiate an RMA Request, and Send the RMA to the seller to notify them of the Order's Item Refund.
How Admin Initiate an RMA Request?
Admin can initiate an RMA request from the Order section of the Multi-Vendor app. Multivendor Admin Panel>>Go to Orders menu>>Click on Order Listing menu>>Select an Order>>Click on View(Action)>>Click on “Raise RMA Request” (Order Detail Page)>>Initiate the Request.
By clicking on the Raise RMA Request button on the Order detail page, Admin initiate the RMA Request.
Admin can update the Requested Quantity, select the RMA Type (Return/Exchange), and click the Initiate button to raise the request to the Seller. Once Initiated, the Seller will automatically receive an e-mail regarding the Request created by the Admin.
Admin can now view RMA Details in the Order detail section of the Admin panel.
Clicking on the View Button, the Admin can view the RMA Details.
Now, let’s see the Seller End.
Once Admin Initiates the Request, the seller can now view the RMA Details from the Order detail section of their Seller Panel.
The Seller can view the complete order & RMA Details from their Seller Panel and update the RMA Status by clicking on the Edit button. Clicking on the Edit button, the Seller can select the RMA Status from the drop-down, created by the Admin.
Complete RMA Details from the Seller - end:
Next Step: Refund Processing from Shopify End
Now, to process the Refund Request on a Return Order, the admin needs to visit Shopify >> Order section and select the Order of the Return Request. Selecting the Order, the Admin will click the Refund button and proceed to issue a Refund for the item.
The Refund is managed by the Admin , from the Shopify end.
Admin has refunded the Item:
Once the Admin Refunded the item from the Shopify end, the Admin and Seller will automatically be updated on the Multivendor App as well.
REFUND - ADMIN | MULTI-VENDOR APP
REFUND - SELLER | MULTI-VENDOR APP
The same Refund Status will be updated on the Order Detail Page of both the Admin Multi-Vendor app Panel and the Seller Multi-Vendor app Panel.