Getting Started with Volusion: Returns and RMAs

Returns are going to happen, but with your Volusion store, you can make them as smooth as possible. Check out this post to learn more about the basics of Returns and RMAs in your store admin.


In the ecommerce world, returns are a necessary and inevitable aspect of doing business. Thankfully, your Volusion store is fully equipped with the features to make processing and receiving returns as easy as possible. In this post, we’ll look at the basics of using your store’s RMA feature, and how managing inventory restocking and keeping track of return statuses in your store couldn’t be simpler.

Let’s get started by answering some basic questions:


What is an RMA? What does it do, and when do I create one?

An RMA, which stands for Returned Merchandise Authorization, is a way of flagging a product that’s being returned, and can help you keep track of your inventory. Storeowners create an RMA once a customer has contacted them with a request to return a product. Note that creating an RMA doesn’t automatically refund or give the customer a credit, as that is a separate task completed once the item is received.


How do I create an RMA?

RMAs are created by adding new information to the customer’s original order.  In order to do that, you’ll visit your store admin and go to Orders > Process Orders. Once there, locate the customer’s original order, look under the Details section and click Edit. In the far right column, you’ll see the Qty to Return text box. Once you enter that information, click Save, and a new section called RMA will be displayed above the Drop Ship section of the Order Details page.

To fill the RMA out, go to the newly created RMA section. Here, you can edit the Refund Type, Exchange for OrderID and Lost Value fields. Once you’ve filled these fields out, the RMA will be created and you can view the RMA’s basic information within the RMA section of the Order Details page.


How do I view and edit RMAs?

To view and edit RMAs, go to the Manage Returns/RMAs page under Orders > Returns/RMAs. On this page, there are three different tables and functions available: RMAs, RMA Items and RMA Items: Receiving. You can navigate between these three table views by selecting them from the Filter dropdown at the top-left of the page. Each table gives you different information on your RMAs, so depending on what information you’re looking for, you’ll choose the filter that provides it. To see a more detailed list of what each table covers, reference our Knowledge Base article on Returns and RMAs.


In terms of RMA information, what can my customers see?

Customer account pages don’t contain any information on RMAs, so your customers will only know what you tell them. To keep your customers informed about the stages of RMA processing, you can email them updates.

Although there’s no RMA information in the customer account page, there is a link called Return Items, which links to your Returns page. The information on your Returns page will give your customer a clear idea of what to expect regarding refunds, store credits and return processing time in general.


With the RMA feature, you can process returns and keep track of your inventory as items are shipped back to your business. And when returns are this simple, both the customer and the business reap the benefits.

Happy selling!
-Gracelyn Tan, Volusion



Gracelyn was a Communications Specialist at Volusion. She has a BA in English and Philosophy from Rice University, and when not reading or writing, she's dancing, meeting new people or winning staring contests with her cat.

3 Responses to “Getting Started with Volusion: Returns and RMAs”

  1. 5 Tricks to Simplifying Order Returns for Your Online Store | Webolutionz

    […] overall process as simple as possible for both you and your customers. From learning how to address Returns and RMAs in your ecommerce software to creating a killer return policy, this video is designed to save you […]

  2. Bryan Pierre

    How would you handle returns if your using a dropshipper?

    • Emily

      Good question! Here’s what one of our Self Help reps had to say:

      “All merchants need to customize their Returns.asp page (by going to Design > Site Content and finding the Returns.asp article) and provide the address to which all returns must be sent. If dropshipping merchants need the product sent directly back to the dropshipper, or have a specific set of instructions for their customers, they can provide the information in their Returns.asp article. Otherwise, they can do as other merchants and provide their business address to receive returns themselves, and send the product to their own dropshipper later.”

      Hopefully that helps… give a shout to the Support team if you have more questions! Thanks!


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