How to create an RMA and credit a customer

In this video we will show you how to create an RMA in order to credit a customer.


RMA’s, or Return Merchandise Authorisations, are created against orders when customers return items or when orders need to be credited.


There may be any number of reasons for wanting to create a credit such as overcharging; the return of a faulty product; a refund of shipping costs; a partial refund for shipping damaged products and so on. Whatever the reason, you will need to create an RMA.


By creating an RMA you are able to track the progress of a return through the system, credit the customer if required and take the appropriate action against the stock item like returning the item to stock, writing the item off, etc.


Open the relevant order.

Select the ‘RMA or Credit’ tab on the side menu on the left side of the screen.

Select the items that will be credited by ticking the box next to the item and enter the quantity.


You can enter the amount you want to credit for the product in the space provided on each RMA line. If you want to credit surcharges or shipping, this is located under the products.


Select the reason and status for the RMA.


If you want to advise your customer of the RMA details, you can use the email section at the bottom of the page.


To issue the RMA, you then need to select the “Save & Add RMA” button, which will create the RMA in the system.


To ensure the item is not returned to stock, you will need to select the outcome “Issue credit or replacement”


You will then need to close the RMA by selecting “Close RMA, Issue Credits & Generate Adjustment Note”, which will then create a credit on the customer’s account.


Once the RMA is closed, you can complete any of the following using the buttons at the bottom of the page:

  • Print or send adjustment notes to customers

  • Create an order from the RMA (allows you to quickly create an order for replacement goods)

  • Refund the value of the credit created from the RMA


  • Last Modified: 03/11/2016