Now that you have a decent start with the Customer Generated RMAs, it would be very useful to have a page for RMAs (and their current status). Or at least add a way to find a specific RMA in your search functionality.
As the system is currently configured, we get packages returned to us out of the blue and it takes a little more work to determine what order the return belongs to before we can process it.
Also, we are currently logging all received RMAs in a spreadsheet and had a case where the order number was not logged correctly. It took time to figure out which order it went to. When we get into our heavy time, I can't spend that kind of time. If we had just had all the returns logged automatically through ShipStation, it would eliminate our need to keep a log and makes finding the RMA very simple.
I've seen others propose having more control over the RMA number, (like using the order number as a reference) but that might not be as necessary if there is a place where RMAs can be quickly searched or reviewed before they arrive at our dock.
A bonus would be a notification (or alert) that a return has been generated by a customer. This kind of heads up allows companies that are very proactive about returns to potentially reach out to customers and offer a better resolution than the return (such as a component replacement, full item replacement (that doesn't require initial product return) or customer support (in cases where assisting the customer with the item can change their mind about returning).
Similar to the RMA report, I envision the page providing:
RMA REF #
RMA CREATION DATE
ORDER #
CUSTOMER NAME
TRACKING NUMBER?
STATUS
INBOUND / OUTBOUND COST
Key Reasons:
No surprises about what is being returned -- Provides companies a quick visual on what is being returned and why
Convenient central place to search for a particular RMA (an automatic RMA log)
(and consequently…) Shorter time to find and refund RMAs
Allow better proactive customer support.
... View more