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How to Process a Return

Jazva Support -

This guide will show you how to process a return in Jazva. To process a return you will first need to create an RMA.

Contents:

 

Creating a new RMA 

To process a return you will first need to create a return merchandise authorization (RMA).

  1. Open the order that requires return processing.
  2. From the top right corner, click the quick links icon and select New RMA.
  3. Select if the return will be a Normal Return or a Gift Return.
  4. For each item that needs to be returned, select a reason from the drop down menu and follow the corresponding steps:
  • Item not needed or Not what I expected:
    • Customer will be responsible for providing the return label. No return label is generated. No refund for forward shipping will be issued.
      1. Enter the Quantity of items being returned.
      2. Enter any Comments you wish to add to the return (optional).
      3. Click Continue.
      4. Edit the return email as needed.
      5. Click Send.
  • Damaged item  or  Wrong Item Received:
    • Customer has option to exchange item(s). Return label may be generated. Forward shipping charges will be refunded.
      1. Enter the Quantity of items being returned.
      2. Select whether to credit the account or exchange the item for the correct one.
      3. Specify details of the damage/wrong item in the comment box (optional).
      4. Click Continue.
      5. Depending on your selection to exchange or credit the account, one of the following options will appear:
      • “Yes, send me the correct item”: An address window will appear. Enter/verify the shipping address and click Submit.
        1. A new order will be automatically generated under Pending status to be processed. A link to the order ID will be provided in the Returns screen under “Exchange Order”.
        2. When the order is processed a Return label will be printed out, along with the normal shipping label, which you can include in the shipment for the customer.
          • “No, simply credit my account”: Return label options will appear. Select from the following and click Continue:
        1. No label. Self return.” – customer will provide their own label
        2. E-Mail label” – Return label will be emailed to customer.

Once completed, you will be brought to the Returns page for the order. This is the area you can go to in the future to see returns history and information for the order, as well as, processing the RMA when the return item has been received.

Processing an RMA

When the return item has been received at your warehouse and you are ready to process the return, obtain the RMA# from the package and follow these steps: 

  1. On Jazva’s global search bar, enter the return prefix code: “r”, followed by a space, and then the RMA number. (Ex: r RPSC455U)
      • You can also access the Returns page form the Order summary page by clicking the Quick Links button on the top right and under “Returns”, select the return.
  2. Under the Return Options section, select the item being returned.
  3. Select the Condition of the item.
  4. Enter the QTY received
  5. Select whether or not to E-mail the customer
      • Customer will be notified via e-mail that return has been processed.
  6. Select Store Credit Only (No CC Refund) (if applicable)
  7. Enter a Restocking fee (if applicable)
  8. Click Submit.

Printing/Re-Printing Return Labels

Should you need to print or re-print a return label for returns that were credited back to the customer’s account, follow these steps:

  1. Go to the Returns page for the order.
    • You will automatically be brought to this page after creating an RMA.
    • You can access the Returns page form the Order summary page by clicking the Quick Links button on the top right and under “Returns”, select the return.
    • You can also access the Returns page if you know the RMA number. Simply click on the top Jazva search bar, enter the prefix code: “r”, followed by a space, and then the RMA number. (Ex: r RPSC455U)
  2. The return label(s) and links for any tracking numbers will be listed under RS Tracking.
  3. Click the print icon next to the tracking number and a PDF file of the return label will be downloaded to your browser’s Downloads folder.
  4. Open and print the PDF file or attach it in an email as desired.
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