By using a Return Profile, you can allow your customers to easily create returns and have certain cancel and automatic refund logic apply to those returns.

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Returns Profiles are only triggered once a shipment is setup as a Return

See how to setup a Return here

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To create Return Profiles

1. Navigate to Settings
2. Under Shipment Worflows, select Return Profiles
3. Click Add Return Profile
4. Name the Profile
5. RMA Expire - click this if there is a window of period for a return
   1. Set the Days to Expiration
6. Set the RMA Action, if applicable a separate Action section will expand to determine what happens if they are outside the RMA Expiration
7. Determine what happens if a return is sent back with no RMA number
8. Trial Cancel Only - If applicable, this will only cancel the order and no additional refunds will be extended
9. EOT Rules- if the returned package is associated with a trial shipment and the order has billed the end of trial charge, apply profile settings to end of trial charge.

The user can set rule actions when an RMA is present, or when a return occurs with no RMA.

RMA Actions

These are the actions that will be applied where an RMA is present with the return.

RMA Expire allows an expiration date on the RMA, if the customer does not return the product within the allotted amount of days.

RMA Action Within Expiration

what action should be taken when a package is returned with an RMA within the expiration period.

• Refund and Cancel if Needed; this will refund the order based on the Refund Percent set in the next step, and cancel the order if it is still active
• Cancel Only: Cancel the order if not already, no refund will be applied
• No Action: Nothing will happen to the order when returned

Within Expiration Refund Percentage; what percent should be refunded with the RMA

RMA Action Outside of Expiration

What actions should be taken when a package is returned with an RMA but outside of the set expiration period.

• Refund and Cancel if Needed; this will refund the order based on the Refund Percent set in the next step, and cancel the order if it is still active
• Cancel Only: Cancel the order if not already, no refund will be applied
• No Action: Nothing will happen to the order when returned

No RMA Actions

These are the actions that will be applied where an RMA is not present with the return.

• Refund and Cancel if Needed; this will refund the order based on the Refund Percent set in the next step, and cancel the order if it is still active
• Cancel Only: Cancel the order if not already, no refund will be applied
• No Action: Nothing will happen to the order when returned

Specific Trial Logic

Trial Cancel Only is set if the returned package is associated with an order that is within the trial period, this will allow only a cancel and bypass any other rules.

The Is Trial Flag within the Return Profile will look at the cycle within the offer to determine if it is a trial return:

EOT Rules is set if the returned package is associated with a trial shipment and the order has billed the end of trial charge. This will apply the profile settings to the end of trial charge.

Example: An RMA is issued on a product shipped for the trial shipment, but the RMA will apply to the EOT charge. A customer returns the trial package, the refund will be applied to the EOT charge.

Applying Return Profiles

The Return Profile will live on an Offer. This will allow you different Return Profiles if you are offering a Trial Period vs a normal Monthly Subscription.

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To add a Return Profile

1. Navigate to the Offer section
2. Select your Offer
3. Within the Configuration Tab you will find Return Profile
4. Select your Profile to apply
5. Hit save