RMA portal is a feature of Cin7 Core RMA, a dedicated customer returns submissions portal allowing customers to quickly and easily submit their return requests and view the status of their returns. This includes sales processed through Cin7 Core web portal, as well as sales from integrated eCommerce channels such as Shopify, WooCommerce, etc.
Any Cin7 Core customer can submit a returns requests via the returns portal with an order number or invoice number and email address simply by accessing the relevant URL.
Customers cannot use this form to submit returns requests for products no longer covered by the returns policy. If a customer still believes they are entitled to a refund, they should contact your organization so an RMA manager can initiate an RMA manually.
Prerequisites
- RMA portal added to your subscription
- Configure return settings
- Familiarity with RMA/returns orders
Table of contents
- Create RMA portal
- Configure RMA Portal settings
- Customise Portal appearance
- Add and edit content pages (FAQ, Privacy Policy, Terms and Conditions etc.)
- Configure email templates for customers
- Submit a returns request
- View returns status
Create RMA Portal
Create the RMA portal by navigating to Integration → Cin7 Core RMA Portal.
- Enter a name and a domain for your portal. The domain will form part of your store URL, which will be used by your customers to access the portal.
- Click Create portal to activate the RMA Portal.
You can also specify a custom domain name for your portal, although this may require additional costs for getting a domain name from a registrar. See Configure custom domain below for more information.
Access RMA Portal
Customers and users can access the RMA portal by going to the URL shown on the Status tab. Click Go to Portal to open the URL directly, or Copy link to copy the link to your clipboard to send it to someone else.
We recommend adding the return portal link to your invoice document template, email template, or eCommerce communications to make it easy for your customers to access your returns submission form. See Managing Document and Email Templates for more information on customisation.
Activate/inactivate RMA Portal
On the Status tab, you can make the RMA Portal active or inactive by sliding the toggle.
Making the Portal inactive will not inactive the RMA module. Users can still raise RMAs and process existing returns via Cin7 Core web. Accessing the Portal URL will give an error.
Change Portal name or domain
Portal name can be changed from the General tab.
Domain name can be changed from the Status tab.
When a Portal domain is changed, current users and the recipients who have been sent invitations will no longer be able to access your RMA portal, you will need to notify them about the new RMA portal domain.
Configure RMA Portal settings
In this section, you can manage the settings and customize preferences for the RMA portal you have created. Go to the General tab to manage the Portal settings.
Portal name is the given internal name of the portal when it was first created. This is editable.
Portal contacts allows selecting your company contact’s details. These will be displayed in the portal's footer. Company contacts can be managed in Settings → Reference Books → Company contacts.
Portal address allows choosing the company address to be displayed in the portal's footer. Company addresses can be managed in Settings → Reference Books → Company addresses.
Tracker ID lets Google Analytics users embed analytics tracking on all portal pages.
Measurement ID lets Google Analytics 4 users embed analytics tracking on all portal pages.
Configure custom domain
These settings are used to bind the RMA Portal to your own custom domain name rather than the default Cin7 Core portal address. You will need to buy your custom domain name from a domain registrar.
To bind your custom domain name to your Portal, you need to create a CNAME entry on your domain hosting provider's DNS server that points to your RMA Portal permanent address (<your_portal_name>.dearportal.com).
Each domain registrar has a different way of doing this — you may need to check with your provider for assistance in case you have any difficulty binding a custom domain name to your RMA Portal.
After binding your custom domain name, you will need to set up a SSL certificate to ensure security of the payment information that you collect from your customers.
See Bind a custom domain name to your RMA Portal for detailed instructions.
Add social media links
You can add links to your social media channels to your portal to make it easier for customers to find your content. These will be displayed at the very bottom of the Portal page.
Add social media links from the General tab of the portal, then scroll to Social media links. Add the full URL of your social media channels and save your changes.
Disconnect Portal
Clicking Disconnect portal will completely delete all portal settings entered previously. It will not affect returns that are already in process, which can be accessed from Cin7 Core web and the RMA module. This option is found on the General tab.
Do not use this option if you would like to only temporarily disable the portal. Instead, set the Portal as inactive from the Status tab.
Customize Portal appearance
Customise how your RMA portal appears to your customers. Cin7 Core allows you to upload a company logo and change the website's colors to match your branding. This can be edited from the Appearance tab.
Upload a logo
The portal shows your company logo. Uploading a logo is a mandatory step before customers can start using your portal.
- Click Browse and choose a file to upload. Maximum image height is 72 pixels, but logos will be resized automatically. Logo width is only limited by the width of the screen.
- Click Save to complete.
NOTE: You are required to upload a logo before you can start using the portal.
Configure Portal colors
In this section, you can further customize the appearance of your Portal by changing the color scheme to match your branding. To change the color scheme, click an option, then either enter the color's hexadecimal code or choose a color from the palette.
Copy appearance from B2B Portal
If your organization has one or more active B2B Portals, the appearance of this portal can be copied to your RMA Portal to easily keep your brand identity consistent.
On the Appearance section, a dropdown field will allow you to choose Custom appearance, or the appearance of any of the organization's active or nB2B Portals.
When a B2B Portal appearance is selected, the color fields will no longer be editable. Updates to B2B Portal appearance will automatically be mirrored in the RMA Portal.
Add or edit slogan
Cin7 Core allows you to change the slogan which appears on the login screen.
Customise the slogan by going to the Appearance tab of the Portal. Scroll down to Slogan to edit and format the text, then save your changes. This can be left blank but cannot be deleted.
Add and edit content pages
In this section, you can manage various information pages you would like to include in the footer of your portal, such as a privacy policy, FAQ, etc.
By default, some content pages are already available and can be customized from this tab.
NOTE: Log in Information displayed on the login screen can also be edited from this page. This cannot be deleted but can be left blank. Slogan, which also appears on the log in screen, is edited from the Appearance section.
Select a content page from the list, add and format the text, table or image content using the HTML Editor (< > symbol). You can copy and paste content from an existing website or edit directly in the editor. Save your changes when you are done.
Add a new content page to the footer by clicking + New page. Enter a title for the new content page and begin creating/formatting the text, table or image content using the HTML Editor (< > symbol).
Delete a content page from the footer by clicking the X next to a content page. This action cannot be reversed once you have saved your changes.
Customize customer email templates
Cin7 Core RMA includes the following standard email templates that are sent to users:
- RMA created - sent when a customer submits a returns request
- RMA completed - sent when a returns request has been resolved, whether or not it has been approved.
You can edit these templates from the Email templates tab. Use Supported keywords to dynamically enter customer information into the email template.
The editor accepts HTML code so you can copy and paste content from an existing email template or edit directly in the HTML editor (< > symbol).
Once you are done editing a template, click Save.
Submit a returns request
Any Cin7 Core customer can submit a returns requests via the Return portal link with an order number, invoice number customer reference, and email address.
Returns requests can be submitted for sales for the same organization that were processed through the Cin7 Core web portal or an integrated sales channel. Any paid order is available for return regardless of fulfillment status, and any fulfilled or partially fulfilled order is available for return regardless of payment status.
The customer will be sent a link to the associated email to confirm their login.
This will open a summary of the order details and allow the user to select which products, and how many, are available to be returned. The return policy field will show what policies are applicable to a product, and can be clicked to view the policy's text in more details. If a product is no longer covered by the return policy but the user still wishes to negotiate a return, the user will need to contact the merchant directly.
Selecting Qty to return and clicking Add return request will take the user to the next page.
On the Return request page, the user can enter Packing condition, Reason for return, and the requested Return type (refund, replacement, or repair according to the applicable return policy attributes). Clicking Notes and attachments allows the user to enter text or attach images showing the problem if necessary.
The user then clicks Submit return request to continue. On the next page, the user confirms their shipping address and return details before submitting.
View returns status
Customers using the RMA portal to track their returns can either log in to the return submissions form again with their order number and email, or log in as a RMA user, then visit the All returns page.