Quick Start Guide
Create your first RMA in ReturnMate and learn the basics of processing returns.
This guide will walk you through creating your first RMA (Return Merchandise Authorization) in ReturnMate. By the end, you'll understand the core workflow for processing returns.
Prerequisites
Before you begin, ensure you have:
- Installed ReturnMate from the Shopify App Store
- Completed basic setup (return address configured)
- At least one test order in your Shopify store
You can use Shopify's test mode to create sample orders without processing real payments.
Creating Your First RMA
Access ReturnMate
From your Shopify admin, click on Apps in the left sidebar, then select ReturnMate. You'll be taken to the ReturnMate dashboard.
Create New RMA
Click the Create RMA button in the top-right corner of the dashboard. This opens the RMA creation form.
Search for the Order
Enter the customer's order number or email address in the search field. ReturnMate will display matching orders from your Shopify store.
Select the order you want to create a return for.
Select Items to Return
Check the items the customer wants to return. For each item, you'll need to specify:
- Quantity - How many units are being returned
- Return Reason - Why the item is being returned
- Condition - The current state of the item (optional)
Choose Return Method
Select how the customer will return the item:
- Prepaid Label - Generate a shipping label for the customer
- Customer Pays - Customer arranges their own shipping
- Drop-off - Customer returns to a physical location
Review and Create
Review the RMA details and click Create RMA. ReturnMate will:
- Generate a unique RMA number
- Create the return record
- Send the customer a confirmation email (if configured)
Understanding RMA Statuses
Your new RMA will start with the Pending status. Here's what each status means:
| Status | Description |
|---|---|
| Pending | RMA created, awaiting customer action |
| Label Sent | Shipping label generated and sent to customer |
| In Transit | Package is on its way to your warehouse |
| Received | Package arrived at your warehouse |
| Inspected | Items have been checked and assessed |
| Approved | Return approved, awaiting resolution |
| Resolved | Return completed (refunded/exchanged/credited) |
| Rejected | Return was not approved |
Next Actions
After creating the RMA, you can:
Generate a Shipping Label
- Open the RMA details
- Click Generate Label
- Select your preferred carrier
- The label will be emailed to the customer automatically
Communicate with the Customer
Use the Timeline section to add notes or send messages to the customer. All communication is logged for reference.
Track the Return
Once the label is scanned, tracking information will appear in the RMA details. You'll receive notifications as the status changes.
Testing Your Workflow
We recommend testing the full return workflow before going live:
- Create a test RMA using a sample order
- Generate a shipping label
- Verify the customer email was sent correctly
- Mark the return as received
- Complete an inspection
- Process a refund or exchange
Use test carrier credentials during setup to avoid charges while testing your workflow.
Common Issues
Order Not Found
If you can't find an order:
- Ensure you're searching with the correct order number (include the # symbol)
- Check if the order is from a connected Shopify store
- Verify the order hasn't been archived in Shopify
Label Generation Failed
If label generation fails:
- Confirm carrier credentials are configured correctly
- Check the destination address is valid
- Ensure package dimensions are within carrier limits
What's Next?
Now that you've created your first RMA, continue with:
- Setup Wizard Overview - Configure all settings
- Returns Workflow - Learn the full process
- Connect Carriers - Add shipping providers