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Managing Returns (RMAs)

Handling returns is a standard part of doing business. Randmar provides a clear and structured Return Merchandise Authorization (RMA) process to make managing returns as smooth as possible. An RMA is a required first step that allows us to track your return from start to finish.

The assistant is the most efficient way to initiate a return and check on its status without navigating portal screens.

Step 1: Request a New Return​

To start a return, you'll need to provide the original invoice number, your contact information, and the details of the item(s) you wish to return.

Example Prompt:

"I need to request a return for items on invoice IN7654321.

Contact: Jane Smith, jane@example.com, 514-555-5678.

Items to return:

  • 1 of W1480X, Reason: Defective, Serial Number: XA12345BC
  • 2 of ZYT-500, Reason: Ordering Error"

The assistant will process your request and provide you with an RMA number to track the process.

Important: You must provide a valid reason for the return. The accepted reasons are:

  • Defective
  • Shipping Error
  • Lost Shipment
  • Ordering Error (Note: A 20% restocking fee may apply)

Step 2: Check the Status of a Return​

Once you have an RMA number, you can ask the assistant for an update at any time.

"What is the status of my return RA0012345?"

The assistant will inform you of the current stage, such as "Approved," "Received," or "Credited."

Using the Reseller Portal​

You can also manage the entire RMA process through the Reseller Portal.

Step 1: Create a New RMA​

  1. Navigate to the "Returns" section from the main menu.
  2. Click the "Create New RMA" button.

Step 2: Complete the RMA Form​

You will be asked to enter the original invoice number. This will load the list of products from that invoice.

  1. Select the product(s) you wish to return.
  2. For each product, specify the quantity, reason for return, and any serial numbers.
  3. Fill in the contact information for the return.
  4. Submit the form to generate your RMA number.

Step 3: Track Your Existing Returns​

The main page of the "Returns" section will display a list of all your current and past RMAs. This dashboard allows you to see the RMA Number, Status, and Creation Date at a glance. You can click on any RMA to see more detailed information and its history.

What's Next?​

This completes the core workflow for finding, ordering, and managing products. Next, we'll cover how to manage your account's financial information.