A Return Merchandise Authorisation Order (or RMA for short) would be used when an item needs to be replaced and you can't return the original item to stock.
For example, an item is returned to you damaged and you are unable to re-sell the item or the item is lost in the postal system and needs to be replaced.
1) Locate the order in the Orders Page:
2) Open the order by clicking on the Order ID / Product Information:
3) Select Create RMA Order:
4) Enter any relevant /additional details:
5) Click "Confirm Order" to create the order, which can then be processed and dispatched just like any other order