Refund Returns (RMAs)

Overview

MasonHub requires an RMA be created in the system prior to the return shipment arriving at the facility. If you’re not using a third-party integration to manage your returns, you’ll need to manually create Return Merchandise Authorizations (RMAs) in the MasonHub OMS and then manually process the refund. Below are some helpful steps to determine which RMAs are ready to be refunded.

Determine which RMAs can be Refunded

1. Navigate to RMAs > RMAs page. 
2. Filter the results by Received status.
   • This provides the full list of returns that have been received and are ready to be refunded, at your discretion.
   • For an explanation of the additional statuses an RMA may fall under, review the Return (RMA) Statuses article. 
3. Review the Receiving Status column to ensure you're only refunding those customers whose returns meet your guidelines. 
   • If the item was received into available status, then the returned item is re-sellable. Items that are not immediately re-sellable can be received into one of the following statuses: 
     • quality-control
     • under-investigation
     • refurbishing
     • damaged
4. Issue the refund via Shopify, or your third-party app. 
   • Review Shopify’s documentation on how to refund an order. 
5. After issuing the refund in Shopify, or your third-party app, you can return to the RMA detail page in MasonHub's OMS and click Mark Refunded. 
   • This does not automatically trigger or communicate a refund back to Shopify, but can help you keep track in MasonHub's OMS of which refunds you've successfully completed. 
   • If you do not see the Mark Refunded button on the RMA page, this feature may not be enabled for your account yet. Contact MasonHub Support for additional details about adding this feature. 

Navigate to RMAs > RMAs page.

Filter the results by Received status.

Review the Receiving Status column to ensure you're only refunding those customers whose returns meet your guidelines. Items received into available status are immediately re-sellable.

After issuing the refund in Shopify, or your third-party app, you can return to the RMA detail page in MasonHub's OMS and click Mark Refunded. If you do not see the Mark Refunded button on the RMA page, this feature may not be enabled for your account yet. Contact MasonHub Support for additional details about adding this feature.