Returns (RMA Process)Updated a month ago

Note: Final sale items (sheets, pillows, bases, etc) would require manager approval to return and have a restocking fee of 25% of the items retail price. 

Mattresses 

Note: There is always a restock fee of 149.99 on the classic series

Note 2: All returns should be done through fed ex ground. When the customer wants freight, the freight costs would be deducted from their refund. 

Before initiating the return process, please be sure that all retention measures have been exhausted. 

To initiate an RMA (Return) process: 

1. Change the status field in Magento to "RMA Requested", in the same section check both the "Notify Customer by Email" and "Visible on Front End" boxes (do not fill out the comment box). Finally, click submit comment. 
2. Email the customer and attach a copy of the RMA form. In the body of the email instruct the customer to print, sign, and email the form back to us. 
3. Once the form has been returned by the customer, print it and give it to Sarah. 
4. Sarah will review/approve the RMA and bring it back to the desk. 
5. Once the RMA is approved, send the approved copy of the RMA form back to the customer via email with instructions and requested a preferred pick up date. 
6. In addition to emailing the customer, call the customer to see if they are available to select a pick up date. 
7. Once the customer has chosen a date and time for pick up, schedule the pick up in fed ex. You will need the number of boxes and the weight of the items. This can be found in the fed ex tracking information