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There will be a team that handles the returns in Monta:
Monday: Ashley
Tuesday: Ashley
Wednesday: Aaron
Thursday: Aaron
Friday: Pascal
The returns will be checked daily in Monta and handled according to guidelines below.
Below we will explain the procedure how to handle a regular return: a parcel which has arrived in good condition with an RMA and customer wants a refund.
When a customer has returned an item, using the return label provided by us via the RMA, this return will be processed by Monta.
You can find the orders which have been returned by the customer and processed by Monta in the Monta portal under Returns.
You can find the orders which have been returned by the customer and processed by Monta in the Monta portal under Returns.
When a return has been processed you need to check how a product has been returned (the condition of the product). You can do this by clicking on View details.
Please handle all returns for all countries.
You have opened the order in Monta and here you will find all the information about the return.
As you can see in the example under Bestemming this product has been returned in a good condition and has the notification Added to Stock: salable indicated by a green bullet.
Pictures are now available directly in Monta. You can click on it to download the image
Now look for the applicable RMA in Magento:
Go to Sales - RMA
Click on Filter
Retrieve the order with the ordernumber
If the customer did not update the RMA status, you need to change the status into "Pakket is verzonden" & Save before you can update the status any further.
Now select "In goede staat ontvangen" & Save as the items were received in good condition at Monta.
You need to check if the amount of articles that has been returned according to the Monta portal, matches the number of articles in the RMA request.
If the customer sent less or more than the RMA:
Add a note in the RMA request so the refund department knows what to refund. If unclear/doubts, contact the customer to check.
Check if the customer wants to have a refund. If yes, set the status of the RMA to "Terugbetaling" & Save.
The Refund department will automatically get a message to refund the order.
After you set the status of the RMA in Magento to Refund you can go back to the Monta portal and click on Edit to change the status.
For Cause of return (Solver Media) you can choose the following options:
⦁ Stuk (used when it is a damaged product)
⦁ Product komt niet overeen (used when the customer received the wrong product)
⦁ Niet naar wens (used when the customer doesn’t like the product)
⦁ Anders / onbekend (used when you don’t know the cause of the return or when none of the above)
For Status you can choose the following options:
⦁ Followed up (to use when no RMA)
⦁ Followed up: New order created with replace article
⦁ Followed up: Refund executed
⦁ Followed up: Please refund
⦁ Followed up: Refund refused
⦁ Followed up: Exchange is in backorder, and will be sent asap
⦁ Followed up: Storecredit
In Cause of a regular return, you should select "Niet naar wens" or "Anders/onbekend.
In Status, you will only have to use these two options when there is an RMA
⦁ Followed up: New order created with replace article (transport damage or customer wants to receive another product)
⦁ Followed up: Refund executed (when customer wants to receive a refund)
When the status is edited click on save and go to the next return.
Please click here for the procedure how to handle returns WITHOUT RMA
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