Product returns

[Totti]

Hello to all,

 

I'm trying to understand the correct operation of the product returns in PS 1.5.4.1.

 

Once the customer completes the order correctly, the client asks for the return of the product for several reasons.

 

What should I do?

 

Currently I open a practice of Rhesus goods by setting the various states of the package until it reaches Returns accepted.

 

After this, within the specific order and do a full refund if you return the product and decide in stock or not.

 

Obviously I create a credit memo.

 

At this point, mark the order as Reimbursed.

 

This is the right procedure?

[Carlsen]

I think the correct procedure is using all of the built in RMA feature in Prestashop, but it requires the user to have an account.

To turn it on go to Orders -> Merchandise Returns.

 

This "textbook" procedure also involves a lot of updating. Most of my clients prefer doing the RMA work manually, this is the normal procedure:

• Once store have received the package from the customer, the package is inspected
  
• If the customer can get a refund, the store makes a credit-slip, refunds the money and changes the order-status to "Refunded"
  
• If the customer cannot get a refund, the store contacts the customer directly (phone) and finds a solution. I believe this is much better than just sending them a standard "DENIED" e-mail.
  

So I'd say your method is perfectly fine.

 

But if your customers are having difficulties understanding the return procedure, or are complaining about lack of information, then you should of course try to fix that problem. Either by writing some text on your website and/or e-mail, or use all of the statuses, maybe with another text.

Edited June 22, 2013 by Carlsen (see edit history)

[Totti]

In making the tests I realized that using the advanced warehouse management and making an RMA, the quantity of products in stock is not right.

 

With warehouse management old everything works fine.

[BoKr]

I upgraded from 149 to 1541 and have not activated the new warehouse functions.

 

Problem is I can not partially refund articles nor 'write them back into the catalogue' after I received / RMA a partial package.

 

I do not understand how the refund/cancel statuses are intended to be used in Presta

 

Could you please explain it to me again?

How can I get the partial RMA issue solved? Do I need to activate the global or article based 'advanced warehouse system'?

And can this switch be done after an order was send and then partially RMAed?

 

!

Is the activation of the RMA function in the BO obligatory?

 

-> If we do not activate this we cannot change an order /article sum not create a credit slip?

 

PS:

Since I do not know it, is the credit slip an adition to the original invoice? In other words is the original invoice an offical document and it is not allowed to alter it after it once has been created?

 

 

 

thanks

Edited August 29, 2013 by B.Köring (see edit history)

[BoKr]

push

[Carlsen]

Hi B.Köring,

 

 

The five RMA statusses are reserved for customer returns = Returns created by the customers, in the customer-section of your website.

 

If you want to be able to make RMA cases, you must turn on that feature in the backoffice. (Orders > Merchandise Returns)

 

After you've turned on RMA/Merchandise Returns, each order-details page will have new buttons in the top right.

 

If the order is set to completed (delivered), this button should appear in the top right corner:

 

 

By pressing this you will be able to do full- and partial returns.

 

If the order is anything else than the delivered status, there will be another set of buttons.

 

Depending on your payment setup, you might have to do manual adjustments to the paid amount.

 

The RMA system is rather simple, but it takes quite a time to explain. I'd suggest that you create some test-orders, and try it out your self. Then you will figure out which procedure you have to use.

 

 

As a side note, be aware that creating a RMA case with a credit-slip will send an e-mail to the customer.

This e-mail states that the customer can view the credit-slip by logging into the website. However, if the customer is a guest, the customer will have to transform the account. This often often leads to confusion.

 

I usually solve this by editing the credit-slip e-mail, so the PDF part is left out. The e-mail will then be something in the line of "We've refunded your order XXXXX. The agreed amount have been refunded to your bank-account, and will be visible within a few days. Please reply if you have any questions.". If you are dealing B2C, you will most likely learn that no one cares about the PDF credit-slip, and are happy with the e-mail stating that the money have been refunded.

Edited August 31, 2013 by Carlsen (see edit history)

[BoKr]

Carsten, that helped a lot and especially I am grateful for the email part. I have written an extra cms for the RMA process dealing also with the account transformation requisite of guest customers but I will try to make use of your tip!

 

thanks alot again!

 

 

PS:

 

Most of the confusion arose cause my German translation was totally misleading here. Only an exception but I would have never diggeg that the names of the buttons in the German translation could be anyhow related to the RMA process!

Moreover, after I switched the language to English in my test shop (via employes preferences..) I had to notice that he button in question here is named: 'Cancel products' mhh and another one with a green arrow 'partial refund'...mhhh. I assume it is related to the actual status of the test order but I will see.

Edited September 15, 2013 by B.Köring (see edit history)