How to Create an RMA in TITAN

by ONELIVE Webmaster
All Returns and Exchanges will require an RMA. Using TITAN, please refer to the following instructions for issuing an RMA.

Create RMA

  1. Login to TITAN.
  2. Click Orders tab. 
  4. Enter Order ID or Order Source OrderID.
  5. Click Search.
  6. From the list, Click on the Order Number.
  7. Click Create/Manage RMA link. 
  9. Complete the required fields: quantity to be returned, reason for return and description.
  10. Click Continue. An RMA number will be generated for the order.
  11. Select Send RMA via email from the Action Menu. Click Go.
  12. The customer's email address on the order will populate in the email address field.
  13. Checkbox "send RMA as PDF attachment"
  14. To create a return label and email it to the customer, go to Manage Return Shipping Labels.
  15. Create New Label.
  16. Enter company information for warehouse return.*Company address may need to be changed based on store and item.
  17. Click Generate Label.
  18. The email will default to the email template assigned to RMAs on the Email Template Assignment page. Other templates will be available for selection from the template dropdown. You can also simply write or edit the instructions straight into the editor. Click Send Email.
  19. When the merchandise is actually returned, select Receive Return from the action menu. Click Go.
  20. Enter the quantity received and select the receiving warehouse. Click Save. The inventory movement will be noted as an OrderReturn on the Inventory movement history.
  21. On the RMA window select a resolution option from the drop-down menu and Click Continue.
  22. If you decide to refund, click on the Set Resolution to Refund. On the next page, enter the refunded amount. You must enter a reason for refunding an order. Click Save.
  23. To process the refund Click on the Issue Refund link to open the refund order page.
  24. CS Note:  the wording "cancel" can be disregarded when processing a refund for returned merchandise, in regard to the reason of the return.  Displaying Screenshot 2015-11-18 at 12.24.40 PM.png
  25. Choose reason. Enter amount of refund including taxes if necessary. Check box to email customer. Click Continue.
  26. On the Exchange resolution page you can enter an exchange SKU with which to exchange with the returned item. A replacement order with the new item will be created. The replacement order will assume the sale price of the original order and be fully discounted.
  27. When you have finished with the RMA, set the status on the RMA to Closed.
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