Order Processing - Processing Returns and Refunds

Returns are a special workflow within Order Processing. Your store may have different return policies than others, but the general process for a return/refund in the Miva admin follows.

After a customer contacts you about a return, you will go back to the original order in the admin to start the process.

On this Page

Create an RMA Number

After you find the order in the batch list, click on it to edit the order.

Within the order, click on the item(s) the customer wants to return, and click Create Return.

The Create Return button will create an RMA number for the item(s) you selected that the customer wants to return.


You can configure an email that will automatically be sent to the customer with your return instructions and the RMA number. For more information, click here.

Mark the Item as Received

After you receive the item from the customer, once again find the order in the order batch list.


You can also create a filter for orders that have RMAs associated with them.

Next, click on the order to edit it. Select the item(s) received, and click Manage Returns.

In the box that opens, check the Received checkbox.


If you are tracking inventory for this product, and the item is undamaged and you’re returning it to inventory, click the Restock checkbox. The system will automatically increase the inventory of this item by one. If you are not tracking inventory of the product, the Restock checkbox has no effect.

If you want to cancel, or delete, the RMA number, click Cancel. If you are not changing anything, click the Close box, but if you are done making changes in the Manage Returns box, click Save.

Issue the Refund

If the customer paid with a credit card, and you are using a payment gateway that supports refunds, you can edit the order and click the Refund button.

If the customer paid by check, or you are using a payment gateway that does not support refunds, you can manually send the customer a refund with a check, credit slip, PayPal account or other means.

You can also credit the customer’s account. For more information on Account/Store Credit, click here.

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