Return Profiles

Configure automated return policies that determine how returns are processed, what refunds customers receive, and what actions are taken on subscriptions. Return profiles provide flexible rules for handling different return scenarios.

Setup

Create Return Profile

1. Navigate to Settings → Return Profiles
2. Click Add Return Profile
3. Configure profile settings:
   • Return Profile Name: Descriptive name for the policy
   • RMA Expiration: Enable/disable RMA expiration and set days
   • Actions: Define what happens for different return scenarios
   • Refund Percentages: Set refund amounts for each scenario
4. Click Save

Assign to Offer Cycles

1. Navigate to Offers → edit your offer → Configuration
2. For each offer cycle, select the appropriate Return Profile
3. Click Save

Return Scenarios

Valid RMA Returns

When: Customer returns item with RMA within expiration period
Actions Available:

• Refund and Cancel: Process refund (configurable percentage) and cancel subscription if needed
• Cancel Only: Cancel subscription without issuing refund
• No Action: Log return but take no action

Expired RMA Returns

When: Customer returns item with RMA after expiration period
Actions Available: Same as valid RMA but with separate configurable refund percentage

No RMA Returns

When: Customer returns item without obtaining RMA first
Actions Available: Same actions with separate refund percentage configuration

RMA Process

Customer-Initiated RMAs

1. Customer views their shipment in the customer portal
2. Clicks Initiate Return for eligible shipments
3. System generates RMA number (format: {order_id}-{shipment_id})
4. Customer receives RMA number and return instructions

Admin-Generated RMAs

1. Navigate to shipment details in admin interface
2. Click Generate RMA
3. RMA number is assigned and customer is notified

Return Processing

Customer Experience

1. Customer ships item back using provided RMA number
2. When package is received, admin marks shipment as returned
3. Return profile rules automatically process the return
4. Customer receives confirmation of return processing and any refunds

Admin Processing

1. Navigate to returned shipment
2. Click Process Return
3. System applies return profile rules automatically:
   • Calculates refund amount based on profile settings
   • Processes payment refund if applicable
   • Cancels subscription if configured
   • Sends customer notification

Special Rules

Trial Subscriptions

• Trial Cancel Only: If enabled, trial subscriptions are cancelled without applying other return rules
• End-of-Trial Rules: Apply return profile settings to charges at the end of trial periods

Refund Calculations

• Refunds are calculated as percentages of the original charge
• System prevents over-refunding by tracking previous refunds
• Multiple returns on the same order are handled appropriately

Customer Portal Features

When enabled, customers can:

• View RMA numbers assigned to their shipments
• See return dates when packages are processed
• Track shipment status and delivery information
• Initiate returns for eligible shipments

Requirements

• Return profiles must be configured at the offer cycle level
• Connection must support RMA functionality (shipment_rma_level >= 3)
• Shipments must be delivered and not already cancelled/skipped
• Appropriate admin permissions required for return processing

Benefits

• Automated Processing: Reduces manual work for return handling
• Consistent Policies: Ensures returns are handled uniformly
• Customer Self-Service: Allows customers to initiate returns themselves
• Financial Control: Precise refund calculations prevent over-refunding
• Flexible Rules: Different policies for different return scenarios
• Audit Trail: Complete tracking of all return activities