Processing Return Merchandise Authorizations (RMA)

Return Merchandise Authorizations (RMAs) help merchants track product returns from initiation through resolution. Each RMA is assigned a unique number to ensure efficient inventory updates and improved customer service.

Note: RMA processing is currently a manual process within UltraCart. The RMA number must be manually entered on the placed order record under the Shipping tab.

Before configuring your return policy in UltraCart, ensure you have:

• A clearly defined return policy for your business

• Customer service contact information available to shoppers

• Internal processes in place for refunding or exchanging items

Below is a sample return policy you may adapt for your business. Configure this policy within StoreFront → Return Policy.

Acme Electronics, Inc. — Return Policy

• Items must be returned within 30 days of purchase.

• Products must be in original condition, including all accessories, manuals, and packaging.

• Returns are only accepted for defective or malfunctioning items.

• Customized or personalized items are not eligible unless defective.

Customers must contact your customer service team before returning an item.

• Phone: 1-800-555-ACME (2263)

• Email: returns@acmeelectronics.com

• Hours: Monday–Friday, 8:00 AM – 6:00 PM EST

When requesting an RMA, customers should provide:

• Order number or receipt

• Product model number

• Description of defect or issue

• Preferred resolution (refund, exchange, or repair)

Customer service should:

1. Verify purchase and eligibility.

2. Generate a unique RMA number (valid for 14 days).

3. Provide specific return instructions.

4. Email a prepaid return label (for defective items).

Tip: The RMA number should be recorded in the Return Mail Authorization Number (RMA) field on the placed order record.

1. Package the item securely in its original packaging if possible.

2. Include all accessories and documentation.

3. Write the RMA number clearly on the outside of the package.

4. Attach the prepaid shipping label provided.

5. Ship to:

   Acme Electronics Returns Department RMA #[Your RMA Number] 2847 Industrial Parkway, Building C Springfield, OH 45502

• Returns are processed within 5–7 business days of receipt.

• Refunds are issued to the original payment method.

• Refund processing time:

  • 3–5 business days for credit cards

  • 7–10 business days for other payment methods

• Customers receive email confirmation when the return is completed.

• Returns without an RMA number will not be processed.

• RMA numbers expire after 14 days.

• Non-defective returns: customer pays return shipping.

• Items damaged due to misuse, wear, or negligence are not covered.

• UltraCart merchants must manually manage RMA numbers in the Order Editor.

• The RMA Number field can be displayed in Review Order Search Results by enabling it in the Result Display Settings.

For return questions or to initiate a return:

Acme Electronics, Inc.
Customer Service Department
4521 Commerce Drive, Suite 200
Atlanta, GA 30309
Phone: 1-800-555-ACME (2263)
Email: returns@acmeelectronics.com
Website: http://www.acmeelectronics.com/returns

View of the configured policy in the UltraCart Return Policy Configuration Page:

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In addition to recording the RMA number in the Order Editor, merchants can also view it in the Review Order Search Results page.

• The RMA Number field may need to be unhidden in the results table.

• To do this, click the Result Display Settings button on the Search Results page.

• Each column has an eyeball icon that controls its visibility:

  • Visible: Eye icon without a slash.

  • Hidden: Eye icon with a slash through it.

Enable the RMA Number field to display it alongside other order details in search results for easier tracking.

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View of RMA Number on the Review Order page:

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View of the RMA number field in the Shipping Tab of the Order Editor:

Typically, the customer initiates contact to your Customer Service department to return the item. Upon validation of the return reason, the merchant issues a RMA number along with instructions for mailing the item to your returns department.

Upon approval, the merchant sends the customer the RMA number and the specific return instructions (which may have already been supplied via the Return Policy in the order receipt.

Once the customer service department issues the RNA, they will manually create the RNA number and enter it into the order record. The “Return Mail Authorization Number (RMA)” field appears in the ‘Shipping' tab of the order editor:

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Not at this time. RMA numbers must be generated and entered manually in the Order Editor. Merchants should ensure their customer service teams are trained in this process.

Packages without an RMA number may be refused or returned to the sender. Always require customers to obtain an RMA before shipping.

Enter the number in the Return Mail Authorization Number (RMA) field under the Shipping tab of the order editor.

Yes. The RMA Number field can be displayed in the Review Order Search Results by editing the table using the Result Display Settings button and toggling the eyeball icon.

RMA numbers are valid for 14 days from the date of issuance. If the item is not shipped within this period, the RMA will expire.

• Defective items: The merchant typically provides a prepaid return label.

• Non-defective items: The customer is responsible for shipping costs.

• Configure your policy in the Return Policy section of UltraCart StoreFront.

• Train your customer service team on issuing and recording RMAs.

• Enable the RMA Number field in Review Order Search Results for quick visibility.

• Communicate your return policy clearly on your website and order confirmations.