Here is how it works:

1. Customer calls us to ask for an RMA number
2. Admin look up the order in the system and select ‘Issue RMA’
3. The format of the number would be ‘RMAddmmyyxxx’ where xxx is the next sequential number – starting at 001
4. There would then be a drop down list to select the parts that are going to be returned (the order might consist of 10 items, only one of which is being returned)
5. A ‘Generate RMA’ button would then highlight the part or parts being returned, send an email to the customer confirming this and copied to admin email id and optionally supprt email Id defined in includes file
6. This RMA would stay active until the part is replaced or fixed
7. The RMA should be closed using a ‘Close RMA’ button which would then also send an email to customer and support, confirming the issue is complete.
   
   You can see a screen shot here or alternatively see it in action by visiting this page (User: mystore Pass: changeme)