Internally Creating RMAs

Internally creating RMAs refers to creating RMAs directly from the Dashboard. This lets you submit return requests on behalf of your customers. Only refunds are currently supported. Exchanges, refunds to bank accounts, and order cancellations cannot be processed through the Dashboard. See Limitations for the full list before you start. First, choose an operation mode. This decides how much freedom your team has when creating a return:

Operation Modes — the two modes, side by side.
Unlimited Mode — create RMAs unrestricted by policy rules.
Enforced Policy Eligibility Mode — require a policy rule on every RMA, so the return method, resolution, automations and fees all come from that rule.

Then control what your team can select, and what is filled in for them:

Policy Rule Visibility — define who can use each policy rule, and whether it appears in the Returns Portal, the Dashboard, or both.
Configuring Return Reasons — choose which return reasons are available internally, including reasons customers never see.
Configuring Default RMA Values — set default values so RMAs are created consistently.
Allowing Customer Returns Outside Policy — let customers return out-of-policy items through the Returns Portal.