The RMA (Return Merchandise Authorization) process allows customers to request the exchange or return of a product. On the Soul platform, all RMA requests are first reviewed by the administrator, who must check and validate the information before forwarding it to the responsible seller.
How to Access RMA Requests #
There are two main ways to view pending requests:
1. Through the Notifications Icon (bell)
- Click the notifications icon at the top of the platform.
- Scroll through the list of alerts until you find the “Pending RMA” notification.
- Click it to access the request directly.
2. Navigating Through the System Tabs
- Open the platform’s side menu.
- Go to the Communications tab.
- Then select Exchange and Return > Requests.
Process Steps #
1. Receiving the Request
- The customer submits the RMA request through the online store.
- The request does not go directly to the seller but to the platform administrator.
The administrator must:
- Verify the related order;
- Review the information provided by the customer (reason, order status, product condition, etc.);
- Contact the customer, if necessary, through Communications > Exchange and Return > Service Record to complement or validate the information.
Important: Confirm whether the customer has already returned the product or is requesting the return. It is also necessary to check if the item has already been delivered or is still pending shipment.
If you need more details to validate the customer’s request, you may contact them directly via the chat management tab. For guidance on how to review this process, see the documentation below.
2. Forwarding the Request to the Seller
After validating all information:
- Go to the RMA / Exchange and Return Requests tab in the administrator panel;
- Select the corresponding request;
- Check the Forward to Seller option;
- Click Save Request so the system will automatically notify the seller.
3. Seller’s Action
In the seller’s panel:
- The new request will appear under Exchange and Return > Requests.
- The seller will have access to the following information:
- Customer data (name, email, phone number);
- Order details (items, delivery status);
- Reason for the request (e.g., wrong item, opened package, defective product, etc.);
- Additional comments provided by the administrator with more context about the case.
4. Contacting the Customer
The seller must:
- Review the provided information;
- Contact the customer by clicking the Messages tab within the request;
- Confirm whether the product has been returned and whether it is in acceptable condition for refund or exchange;
- Negotiate the process details directly with the customer.
5. Closing the Request
After communication and verification:
- The seller can update the request status as progress is made:
- Product received;
- Refund processed;
- Replacement shipped.
- All communication with the customer must be recorded within the request tab.
Important Considerations #
If you encounter any difficulties or have questions, do not hesitate to contact our support team. We are always available to help!
The administrator is responsible for validating all information before forwarding it to the seller;
It is essential for the administrator to understand how the seller panel works, even if not directly using it;