- Manage RMA
- Creating RMA Requests from the Backend
- Managing RMA Requests
- Statuses and Email Templates
- Custom Fields
- Canned Responses
Magento 2 RMA enables merchants to completely arrange the return merchandise process. Customers can create return requests and monitor them from their accounts. Store admins can arrange requests from the backend by adding custom fields to an RMA request form, communicating with customers in the dedicated chat area, and sending email alerts and custom canned responses while requests are processed.
Compatibility: Magento Open Source 2.2.X, Magento Commerce 2.2.X
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Step 1 (Magento 2 Community and Enterprise)
Command Line Installation
Step 2 (Magento 2 Enterprise only)
Disable the native Magento 2 RMA functionality to avoid any conflicts:
- Navigate to Stores > Configuration > Advanced > Advanced;
- Disable Magento_Rma.
Migrating RMA from Magento 1 to Magento 2
What should I know before migrating the Aheadworks RMA for M1 to RMA for M2?
- The Magento Data Migration Tool is required to be installed prior to starting the migration.
The migration script relies heavily on the Magento Data Migration tool. Understanding how it works will be useful during the migration process.
- Backup the Magento 2 databases before performing the migration. This way, you will be able to revert any changes.
RMA migration may involve rewriting database tables, backup is advised.
- All files attached to RMA requests should be migrated manually
More information on manual migration can be found in the Magento instructions on manual migration.
Below you can see the migration guide with more detailed step-by-step description.
Describing the Migration Process
The migration process consists of the two stages.
Stage 2. Migration
Request data is transferred with the preservation of the order_id, customer_id, product_id, and store_id fields. Therefore, it is important for all orders, products, customers, and stores to match each other.
When you transfer request statuses, the following conformance pattern is used:
M1 Pending Approval -> M2 Pending Approval
M1 Approved -> M2 Approved
M1 Package sent -> M2 Package sent
M1 Resolved (canceled) -> M2 Canceled
M1 Resolved (refunded) -> M2 Issue Refund
M1 (any other status) -> M2 Closed
The Magento 2 RMA extension allows handling all the key aspects of return merchandise management:
- RMA request creation & monitoring in both the frontend and backend;
- Custom RMA fields for the RMA request form;
- Per-item control (for multi-product returns);
- Message thread with file attachments and admin notes;
- Email alerts configured individually per RMA status;
- Configurable canned responses.
In the backend, the module generally consists of 4 grids and the configuration page. Basically, the RMA management area allows creating/monitoring return requests, configuring email alerts along with canned responses, exchanging messages with customers in the dedicated thread (you can optionally leave internal notes not visible to requesters and attach files to the thread), and adding custom fields to the request form. On the storefront, customers can monitor their requests from the separate section, create new requests as well as use the same message thread functionality as in the admin area.
The Magento 2 RMA extension comes ready for work right after installation. Once installed, it introduces the 'My Returns' section to a customer account page and the 'Create New Return' link to the store footer. By following both of the links, you can create a new RMA request.
Along with the 'My Returns' section and the 'Create New Return' link, customers can request a return from the order view page in the 'My Orders' account section. To do this, they should click on the 'Request Return' active link on the order details page.
Now, let's request the return from the 'My Returns' section. To do this, click the button.
On the 'Select order to create RMA' screen, choose the order that you want to return.
Next, select the item(s) you want to return and specify the item quantity (if you need to return several items). Choose the Resolution for the return and Package Condition. Those are the custom fields that come with the RMA extension by default.
Once done, click the button to proceed to the next step.
When the items are selected and custom fields are filled in, you can add a message to your request. The message will be emailed to an admin.
Once done, click the button. The request is submitted.
All the request-related information along with the message thread can be found in the 'My Returns' section.
'Manage RMA' is the main section of the extension.
Here you can manage all the RMA requests submitted by you and your customers. The 'Actions' drop-down above the grid allows changing the request status individually or massively to:
- Issue refund;
- Package received;
- Package sent;
- Pending approval.
Creating RMA Requests from the Backend
To create a new return request, click on the 'New Request' button above the grid.
The 'New Request' page consists of several sections:
- General Information. The section allows selecting the order the request relates to. Next, you should select the Resolution you want to apply and Package condition reported by a customer if you use the above custom fields for your request forms.
- Products. Products included in the order. The 'Products' grid allows you to amend the number of returned items and the reason to send them back individually for each item. You can also remove certain products from the grid if you don't want them to be included in the request.
- Customer Information. The information about the customer is automatically taken from the order.
- RMA History. The section allows you to exchange messages with the customer and attach files if necessary.
Messaging is possible in several ways.
- You can write an individual notification for the customer by specifying the message in the text area and clicking the 'Reply' button above the area;
- You can leave an internal note for other admins. For this purpose, click the 'Internal Note' button. The whole text area below will turn yellow to make you sure that the message is for internal use only;
- Finally, you can select a canned response to be sent to the customer in response to his/her particular actions.
In addition to messages, you can also attach files to the newly created request.
As soon as the new RMA request is created, you can manage it the same way as the requests created by customers.
Managing RMA Requests
Click the Request's id (all id's are presented as active links in the 'Request #' column) to proceed to the 'Manage Request' page. The page looks almost the same way as the 'New Request' page. The only difference is that the 'Status' and 'Last Update date' parameters are presented there.
On this page, you can close, cancel, and approve the requests pending an approval.
Approving a Request
Approve the request by clicking on the button.
Now the email notifying the customer about the new reply and request status update will be sent.
Customers will now have the option to print shipping labels (to be included in the RMA package) and confirm that the package has been sent back to your store.
Confirming Package Receiving
After the request has been approved, and the customer has confirmed that the package had been sent back to your store, you will need to confirm the receipt. Do this by clicking on the button.
Creating a Replacement Order
As soon as the 'Package Received' status is applied, you can create a replacement order for the requests requiring a replacement.
Issuing a Refund
For the requests requiring a refund, you can create a credit memo right from the 'Manage Request' page.
Closing a Request
Finally, you can close the request as soon as the item is replaced or refunded.
That's it. The RMA request is successfully resolved. Let's proceed to the RMA extension's settings.
Statuses and Email Templates
As it was previously mentioned, the RMA extension comes set up and ready for work right after the installation. If required, you can always adjust RMA request statuses and edit the notification emails.
There are 7 RMA request statuses, each defining a particular stage of the RMA process.
|Pending Approval||Assigned to the new return request automatically|
|Approved||Assigned upon the request's approval|
|Package Sent||Assigned by the customer confirming package sending|
|Package Received||Assigned upon package receipt confirmation|
|Issue Refund||Assigned upon issuing a refund|
|Closed||Assigned upon closing a request either by you or customer|
|Canceled||Assigned upon the request's cancellation|
Depending on the request's type, it is also possible to send an email notification to the customer, store administrator, or both.
Along with defining templates for email notifications, you can edit the request thread's message to be displayed upon the request obtaining a particular status.
As we already described in the Getting Around section, when submitting the request, you are suggested to fill in the Resolution, Package Condition, and Reason sections to ask for the return.
All those are the predefined custom fields that come with the RMA extension by default. They can be edited in the 'Custom Fields' section.
Along with editing custom fields, you can also create the additional ones depending on the products or services you are offering.
To create a new custom field, click on the button:
- Define the name (for internal identification purposes) of the custom field and the field type: text field, text area, dropdown, multi-select;
- Decide if the custom field should refer to the RMA request on the whole or to the item(s) previously ordered;
- Set the return status upon which you and your customers can edit/view the field;
- If necessary, make the field required (customers will not be able to submit the request without filling this field);
- Add the custom field to the shipping label (this may help to identify the parcel);
- Choose the website the custom field should be displayed at.
- Adjust the field's frontend label (the title that will be displayed to customers).
- Add options (attribute values available for the 'Dropdown' and 'Multiselect' field types) if you want the customer to select from the predefined set of attributes.
Once done with the new field, click on the button.
The custom field is created. It can be found in the previously set area of the RMA request page.
The 'Canned Responses' grid allows creating fast responses that can be used for status updates and other simple messages sent to customers. You can manage the existing responses either individually or massively and create new canned responses.
The 'Select' drop-down in the 'Action' column allows you to edit or delete the selected responses, while the 'Actions' drop-down above the grid makes it possible to change the status or delete the selected response(s).
Creating a New Canned Response
To add a new canned response, click on the 'Add Canned Response' button above the grid. On the following page, you can enable the response, provide its title, select the appropriate store view and specify its content.
Order Page Improvements
If you want to see all return requests created for a particular order, you can do this right from the order view page. The 'Returns' section enumerates all the created requests in the dedicated grid. In order to manage a certain request, you need to click the active link with the ID of the request in the 'Request #' column.
The 'New Return' above the grid allows creating return requests on the spot.
The 'General' setting section allows adjusting the basic extension parameters:
- Return Period - defines how many days after placing the order the customer can ask for the return;
- Allow guests to request RMA - defines if guest customers can ask for the refund (email and order ID are required);
- "Confirm Shipping" alert text - allows editing the 'Confirm Shipping' pop-up notification;
- Approve New Requests Automatically - defines if the incoming return requests should be approved automatically.
RMA Text Blocks and Policy
This setting section allows displaying CMS blocks at the specific RMA request steps.
Every field represents the corresponding step with the drop-down of all CMS blocks available in the store.
This is not actually a block position, rather, this is a link available for the customer when accepting the Return Policy regulations.
This setting section allows defining your RMA department's credentials such as the name displayed, email, and address.
This setting section allows defining email notification templates about the new reply by the store administrator to the customer's request (Reply by Admin) and the new reply by the customer to the request (Reply by Customer).
This setting section makes it possible for customers to attach files to their return requests. Here you can also specify the maximum size of the uploaded files in megabytes and available file extensions.
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