Returns & RMA

RMA (Return Merchandise Authorization) is a separate document tracking the lifecycle of a product return, independent of the order's own status. This section applies to the retail vertical — an online product storefront.

A guest requests a return from their account, and the venue processes it in the admin panel through a strict status graph — from the initial request all the way to the actual refund.

How it works for the guest

On the customer account page, under the "Orders" tab, a delivered/paid order shows a "Request a return" button. The guest picks:

• which line items to return and in what quantity;
• a reason for the return (optional);
• the condition of the item (optional).

After submitting, the request enters the "Requested" (requested) status, and a return-status badge appears in the guest's order history — so the guest can track progress without contacting the venue directly.

How the venue processes a return

Open Admin Panel → Returns (admin.masamenu.tr/returns). The list shows all RMA requests for the current location, filterable by status.

Clicking a request opens a detail drawer with:

• the order the return belongs to and its order number;
• line items, quantity, the guest's stated reason and item condition;
• the full status transition history (who changed what, and when);
• available actions — only the transitions allowed by the status graph (see below).

A typical flow: approve the request → wait for the guest to ship the item back ("In transit") → mark "Received" (with an option to restock inventory) → process the refund → close the request.

A request can also be rejected at any stage before the item is received, if the return doesn't meet your conditions.

The RMA status graph

Transitions strictly follow the graph — you can't, for example, close a request without first receiving the item. This guarantees no return falls through the cracks between stages.

⚠️ The refunded status in the admin panel records the fact that money was refunded on the RMA document. It does not replace the actual operation on the payment gateway — the guest is refunded through the same payment method the order was paid with (see Payments); contact your payment provider if you need a refund on a specific transaction.

Returns in the orders list

In the Orders section, orders with an active RMA show a return-status badge — no need to open a separate section to see that a return is in progress for an order.

Your own list of reasons

The list of return and cancellation reasons is yours to edit: Settings → Orders → “Return and cancellation reasons”.

• every reason has a label and a stable code — statistics are counted by that code, so it should not be changed after the first requests come in;
• a reason can be shown in different places: when returning goods, when cancelling an order, when refunding money;
• you set the order, archive the ones you no longer need, and restore the default set with one button.

The guest picks a reason in the return form, the cashier picks one at the POS. The “Why customers return” report shows the distribution by reason code — the raw material for decisions about a product, a supplier or a product description.

Related sections

• Orders — order statuses and where the return badge appears
• POS Receipts & Refunds — returns and exchanges at the register for in-person sales
• Payments — guest payment methods and refunds
• Collections — managing the storefront catalog

FAQ

Does returns only work for the online store?

Yes, the RMA section applies to the retail vertical (product storefront). For in-person sales at the register, use a separate mechanism — see POS Receipts & Refunds.

Can a guest cancel their own return request?

No, status is managed by the venue through the Returns section — the guest only creates the request and sees its current status.

Does the refund happen automatically?

Moving a request to the "Refund" status records the fact of the refund on the document, but the actual charge/refund on the payment gateway is performed separately, according to your payment provider.

Can I restock a returned item?

Yes, the "Received" step has a restock option — the item goes back into inventory.