Withdrawal

Return process (withdrawal)

1. Customer requests return directly on the website or per mail/phone

2. RMA is created (either by the customer via the return request or yourself in Magento)

3. Return conditions are checked by person handling the RMA

4. Return Forecast is added and Return Label created in Monta

5. Return label and RMA form are sent to the customer by person handling RMA's

6. Customer prints the label and RMA form

7. Customer brings the parcel to a local DPD parcelshop

8. Parcel is delivered at Monta

9. Monta handles the return in their system

10. A colleague who handles the returns will check the return, update Monta and modifies the RMA (the customer receives an update by email)

11. A colleague who handles the refunds will refund the applicable amount in Mollie and create a credit note (the customer receives an update by email)

It is possible in an RMA to request a change of the product. Please note that this process takes a lot longer than a refund (we need to wait until the parcel is returned/checked before we can ship the replacement article). It is therefor advised to select Refund and let the customer order again. 

Once the parcel has been returned to Monta, the refund (or exchange) should be treated within 5 working days