Documents - User Guides




  • Overview
  • Activating RMA Functionality
  • Customer RMAs (RMAs)
  • Supplier RMAs (Supplier RMAs)
  • Granting RMA Access Permissions 
  • Managing RMA Notifications
  • CreatingCustomerRMAs
  • Customers Creating RMAs
  • Approving RMAs
  • Creating SupplierRMAs
  • Completing RMAs




ChannelOnline provides the ability to create, track, and manage returns from your customers to you (Customer  RMAs), and from you to your suppliers/distributors (Supplier RMAs).  The document type used to do this is called RMA (Return Merchandise Authorization).  To use this functionality, users must have RMA access rights enabled.  



ChannelOnline RMA functionality includes the ability to:


  • Create an RMA by a ChannelOnline User on behalf a Customer or Prospect based on product(s) in a submitted Customer Sales Order.
  • Create an RMA from a Customer Quote regardless of whether the product(s) was processed through ChannelOnline .
  • Create an RMA Request by a StoreSite End User (based on a completed Customer Sales Order). 
  • Create a Supplier RMA from a Customer RMA.
  • Create a Supplier RMA based on a product from a submitted Supplier Purchase Order.
  • View customer and supplier RMAs.
  • Run reports (similar to sales reporting).
  • Manage RMA Access Rights for ChannelOnline Users for both customer and supplier RMAs.
  • Print and email RMAs.
  • Enable automated internal RMA Approval Emails.


Activating RMA Functionality


RMA is a Global Setting that must be activated by an Admin User.  RMA functionality can not be assigned on an individual Customer, Prospect or Supplier basis.  It is either enabled for all or none.  Once activated, Admin Users can assign RMA Access Rights to other ChannelOnline Users, providing them the ability to create, approve, and manage Customer RMAs and/or Supplier RMAs.    

Note: A separate setting is required to enable StoreSite End Users to initiate RMAs for their Account.  See below to activate Customer RMAs in your StoreSite(s).   


To enable RMAs:

  1. Go to: Admin > Company Settings > Document Settings
  2. In the section titled "RMAs", click on the box next to “Enable RMAs.” 
  3. Click the "Save" button at the bottom of the page.




To enable RMAs in your store site:

  1. X
  2. X
  3. X









Establishing RMA Fees

From the RMA activation area you are able to configure ChannelOnline to automatically apply fees to:


  • All products in the RMA by percentage of theprice.
  • One-time flat handling fee for the entire RMA indollars.


You may configure one, both, or neither fee option depending on your business rules.

Here you can also enable the ability for the system to send an email to all approvers when a RMA is submitted either internally or on the storesite and change the document numbering sequence to a greater value.


Granting RMA Access Permissions

Once you have enabled RMA documents, you need to make sure that your sales team has the proper permissions to work with RMAs. By default all RMA permissions are enabled for members of the “Admin SalesRep – Buyer” profile. Access Rights Profiles can be found at: Admin > Personnel > Access Rights


There are three user access rights available for RMAs that can be found below the ‘Documents’ and ‘Purchasing’ sections.


  • Create/Edit/DeleteUnauthorizedRMAs.(DocumentsSection)–Allowsasalesteammembertogeneratea customer RMA and save it. Customer RMAs require approval before they aresubmitted.
  • Approve / Decline / Finalize Submitted RMAs. (Documents Section) – This permission will need to be granted to the members of your team who will be responsible for approving RMAs. By default, sales team members with thispermissionwillreceive anemaileverytimeanRMAissubmittedforapprovalonthestoresite.
  • ManageSupplierRMA(s);Create/ProcessSupplierRMAs.(PurchasingSection)–Controlswhetherornota sales team member can create and link a supplier RMA from/to the original customer RMA. This permission is typicallyonlygrantedtothepurchasingteam sinceitisasupplier-facingtransaction.

Managing RMA Notifications


ChannelOnline will generate emails automatically when RMAs enter certain phases of the approval process. You are able to change the default behavior of all ChannelOnline generated email at: Admin > System E-mails


RMA notification emails are available in two sections of the System E-mails admin module – Documents and Order Processing. The following is a break down of each of the available email options. Note that many email templates consist of both an HTML template as well as a PDF template.


Documents Section – These emails are generated manually by a rep or a customer by clicking ‘email’ on a document


  • Customer RMA (customer) – [HTML and PDF] – These two templates control the default content of the email your customer will generate from an RMA document sent from the ChannelOnline store site. They will find their RMAs on their ‘Account Activity’tab.
  • CustomerRMA(salesrep)–[HTMLandPDF]–Thesetwotemplatescontrolthedefaultcontentoftheemail yoursalesteammemberswillgeneratefrom anRMAdocumentviatheRMAstabinChannelOnline.
  • SupplierRMA(buyer)–[HTMLandPDF]–Thesetwotemplatescontrolthedefaultcontentoftheemailyour sales team members will generate from a supplier RMA document via the RMAs tab in ChannelOnline. This emailcanbedeliveredtoyoursupplier/distributortoinitiatetheRMAprocesswiththem.


  • RMASubmitted–PendingApproval–Thisemailisgenerated whenacustomersubmitsanRMAforapproval via their store site. By default, all sales team members with access to approve RMAs will be cc’d on the email. Tochangethisbehavior,removethe“Cc:<rma_approvers>”settingfromthetemplate.
  • Customer RMA Finalized Response – This email is generated and sent to the customer who submitted an RMA, notifying them that their RMA has been approved. This email is sent as soon as a sales team member with RMAapprovalrightsclicksthe‘Approve’linkonapendingcustomergeneratedRMA.
  • Customer RMA Declined Response – Similar to the RMA Approval Notification, except this email is sent to the customer when an RMA approver declines theRMA.
  • Customer RMA Submitted Confirmation – This email is generated and sent to the customer who submitted an RMA, notifying them that their RMA has been completed. This email is sent as soon as a sales team member withRMAapprovalrightsclicksthe‘CompleteRMA’linkonanapproved,customer-generatedRMA.


Creating Customer RMAs


In order to create a customer RMA you must start either from a submitted sales order or a new quote. The use of a new quote allows you to create a return for an item that may not have a sales order associated with it.


Creating a new RMA


To create a customer RMA from a submitted sales order, open the original sales order from the Quotes and Orders page or from the customer record. From within the document you will find the “Create RMA” link within the Create Doc options above the line items. Clicking this link will generate a new RMA document and import all of the items from the original order.


On the Create RMA Page you can deselect or select the products to be included in the RMA. If you have a large number of products that you will not be including in the RMA, you may deselect all items at once by clicking the ‘Select All’ checkbox in the top left header of the line item table.





The field titled “Reason for Return” is a required field. You must select a reason for returning this product prior to submitting the RMA for approval.


Additional adjustments that can be made to RMA:

  • Credit Type (approversonly)
  • ShippingMethod
  • Qty (no greater than what was on the originalorder)
  • Unit Price (remember this will have the return fee % alreadydeducted)
  • Tax (to issue credit for the tax amount of theproduct)
  • Shipping (if any shipping costs are to bereturned)
  • Handling or Restocking Fee (default is taken from the enablesetup)


When all modifications to the RMA are complete, click the ‘Save’ link at the bottom of the page to submit and initiate the approval process. You will now be taken to the RMA document screen with a status of ‘Pending’.


The following fields will be automatically calculated for you:

  • TotalCredit=UnitPrice(originalsellpriceminusanRMA%fee) +Tax+Shipping–Handling/Restockingfee
  • RMA Loss / Gain = Original SO amount – TotalCredit


Create RMA Page




Customers Creating RMAs



Your customers who have been granted access to a ChannelOnline store site may also submit RMAs for approval from the ‘Account Activity’ tab. They will need to locate the original order from their order history for which an RMA will be created. They will need to open the order by clicking the order number link.


Using RMAs in CNET ChannelOnline™




Once the RMA has been submitted for approval, your customer will see the same details as an inside sales team member submitting an RMA for approval. As the RMA status is updated by the sales and purchasing teams, the customer’s account activity page will be updated along the way.




Approving RMAs


RMA approvers may be notified that there is an RMA pending approval based on your notification settings. By default, the RMA approval notification email will include a link directly to the RMA in ChannelOnline. Below is an example of an approval email sent from ChannelOnline:


The following RMA has been placed on your StoreSite and needs your review: Submitted: Sep 6, 2012 3:17 PM PDT

Company: Scotland Yard Name: Holmes, Sherlock Amount: $938.02

Credit Type: Credit Card RMA Number: 10003

Shipping Method: UPS Ground


To find out more about this order, click on



Once the approver has opened the RMA document page, they can choose from the following three options:

  • ApproveRMA–CompletesthecustomerRMAandallowsforasupplierRMAtobecreated.
  • Decline RMA – Denies the approval and stops the RMAworkflow.
  • Delete RMA – Removes the RMA fromChannelOnline.


RMA Statuses
  • Approved
  • Completed
  • Declined
  • On Hold / Review
  • Pending
  • Submitted



Creating Supplier RMAs


When a customer RMA has been approved, it is time to create the supplier-facing RMA. The supplier RMA is actually a separate document, and is linked to the customer RMA in the same way a supplier PO is linked to a sales order. In order to generate the supplier RMA, navigate to and open the customer RMA document. Click the ‘Create Supplier RMA’ link in the Create Doc options to begin the process.






If the customer RMA contained products sourced from several suppliers, a separate supplier RMA will be created for each. For example, the following customer RMA contained four products, each from a different supplier. As a result of creating the supplier RMA, four distinct supplier RMAs were generated and linked to the original customer RMA:





Clicking on any of the linked RMA document numbers will take you to the respective supplier RMA. Supplier RMAs can then be emailed to your supplier / distributor by clicking the ‘email’ link at the bottom of the document. Recall from above that the Supplier RMA (buyer) – [HTML and PDF] templates will be used to generate this email.


Depending on the response from the supplier, the purchasing team member may now update the supplier RMA status to any of the following:


  • ApproveRMA–CompletesthesupplierRMAandallowsforthecustomerRMAtobecompleted.
  • Decline RMA – Denies the approval and stops the RMA workflow. Declined RMAs can beresubmitted.
  • Delete RMA – Removes the RMA from ChannelOnline.


Use of the Confirmation # field will help you track your supplier-provided reference / RMA number.





Completing RMAs


At this point, you should have a customer RMA and at least one linked supplier RMA. As each RMA is completed, you are able to update the RMA status as such by clicking the ‘Complete RMA’ link at the bottom of the document.




Generally speaking, you will complete the linked supplier RMAs as they are finished. Once all of the linked supplier RMAs are complete, you will complete the customer RMA. Once the customer RMA is complete, the system-generated email template RMA Completion Notification will be triggered.