This is an overview of the Returns System (RMA’s) Web-Only Bundle [R2]. This and optional add-on bundle that allows your customers to make and track their product returns by selecting products from their purchase (order/invoice) history (that is synced from your ERP system). It also allows CRM Workers to make returns on behalf of customers and review (and approve / reject returns if you choose to not have them auto-approved). Admin Workers also have a powerful set of configuration options to set up reasons, actions, and lifecycle stages for the returns.
Stand-Alone or With the ERP Sync Bundle
This system can be used stand-alone as a web-only bundle. It can also be combined with the “Returns (RMA) Sync With <ERP Name> (Requires: R2) [RS]” Bundle.
The ERP Sync bundle, sold separately, which will sync returns into your ERP’s RMA system and also sync all non-web returns from the ERP to CIMcloud so your customers and see and track them (regardless of how they got into the ERP system). Example: This article shows how Returns placed online sync into the Sage 100 RMA system.
What Your Customers See
Your customers will see a Returns section with two navigation links. Additional screenshots of these interfaces can be seen in the “What Your CRM Workers See” section below.
Returns Menu Items
This shows the navigation links, related to Returns, that customers see in the Customer B2B Portal template.
Make a Return
This allows the customer to select products to return from their order/invoice history.
- One each product, they will indicate:
- The qty they are returning
- The reason for the return
- The requested action they want
- Depending on the requested actions, they will also fill out:
- Which warehouse to ship returns to
- Which shipping address they want replacement or repaired items sent back to
- What shipping carrier and tracking number they have for the return
This allows the customer to see and track all of their returns.
Customers also receive an email confirmation when they Make a Return.
What CRM Workers See
The CRM workspace includes the following:
Make a Return
This shows the interfaces involved in making a new return. Both Workers (on behalf of customers) and Customers use the same interfaces to Make a Return.
Make Returns > Add Products to Returns
Customers choose products to return from their full order / invoice history data (along with some filtering rules) that is synced from the ERP system.
This shows the details of how the customers choose a return “Reason” and the corresponding “Action” they are requesting you take to process the return. Note: The Actions and Reasons (and a lot more settings) are controlled by Admin Workers in the Settings Workspace (see below for screenshots).
This allows Workers to manage, edit, and approve/reject return requests.
What Admin Workers See
The Settings Workspace includes a robust set of configuration options to determine rules, choices, and workflows related to the online returns process.
Each action has one or more
Customers request an “Action” on each product they return. The “Action” choices they have on each product are determine by the “Reason” they choose.
Actions By Reason
This is an easy interfaces to see all of the “Return Reasons” customers an choose from and the corresponding “Actions” they can request for each one.
Return To Addresses
If the customer is physically going to return the product (in some cases, like damage to an inexpensive item, you may not want them to actually ship it back), this allows them to pick which returns warehouse / address you want them to ship it to.
This allows you to set up a basic workflow, using lifecycle stages, that your Workers can take / track each return through.