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RMA - Magento 2

Magento 2 RMA enables merchants to comprehensively arrange completely arranges the return merchandise process in web stores. Customers are provided with an individual frontend section from where they can create return requests and monitor them from their accounts. Store admins can arrange all RMA requests from the backend by adding custom from 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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urlhttps://ecommerce.aheadworks.com/magento-2-extensions/rma/
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Command Line Installation

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1. Backup your web directory and store database

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2. Download the RMA installation package

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 3. Upload the contents of the RMA installation package to your store root directory

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 4. In the SSH console of your server, navigate to your store root folder:

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cd path_to_the_store_root_folder

run the following command:

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php -f bin/magento module:enable Aheadworks_Rma

and then:

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php -f bin/magento setup:upgrade

after:

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php -f bin/magento setup:static-content:deploy
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5. Flush the store cache; log out from the backend and log in again

Note

Make sure the installation is done from under the FTP administrator account. Otherwise, make sure to set 775 permissions to the store root directory after the extension is deployed.

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Composer Installation

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1. Log in to your customer account at https://ecommerce.aheadworks.com and navigate to Account -> Composer access;

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2. Configure your store to work with the Aheadworks composer repository:

Add composer repository to composer.json by running:

composer config repositories.aheadworkscomposer https://dist.aheadworks.com/ in the Magento installation root.

Use a the provided key pair provided as a login and pass. You can optionally save them in the global composer auth file.

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 3. You can start using AW composer now.

 For extension names, navigate to Account -> Composer access.

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 4. Open the root Magento directory on your server and send Composer the following command:

composer require <component-name>:<version>

Note: Use the previously copied component's name and version.

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 5. Make sure that Composer finished the installation without errors. Flush the store cache, log out and log into the backend again.

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Step 2 (Magento 2 Enterprise only)

It will be required to disable Disable the native Magento 2 RMA functionality to prevent any confusion.To do thisavoid any conflicts:

  1. Navigate to Stores > Configuration > Advanced > Advanced;
  2. Disable Magento_Rma.

Migrating RMA from

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Magento 1 to Magento 2

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What should

one

I know before migrating the Aheadworks RMA for M1 to RMA for M2?

Warning

Read carefully and consider this Consider the following information as the a top priority, or othertwise the migration may might result in an accidental data lossesloss.

  1. 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.
  2. Backup the Magento 2 databases before performing the migration to have an opportunity to . This way, you will be able to revert any changes.
    RMA migration may might involve rewriting database tables, backup is advised.
  3. All the files attached to RMA request requests should be migrated manually
    More information on manual migration can be found in the Magento instructions on manual migration.

Video

guide

Guide

A similar migration process is highlighted described in the educational Video Guide on the Aheadworks Youtube channel. Don't forget to enable subtitles to for the video to follow the data migration process.

Migration

process

Process

Below , you can see the migration guide with more detailed step-by-step description.

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 1. Log into your Magento server as a file owner and navigate to the directory where you have your Magento 2 store installed

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For example:

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cd /var/www/my_magento2_store/
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2. Install the Magento Data Migration Tool

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The installation instructions for the Magento Data Migration Tool along with the basic information can be found here: http://devdocs.magento.com/guides/v2.0/migration/migration-tool-install.html

Magento provides the two ways of installing the Magento Data Migration Tool:

Next, you may want to To make sure that the Migration Tool was installed successfully, navigate to vendor/magento/ to make sure the Migration Tool has been installed successfully.


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 3. Download the RMA migration distributive and unpack it to the desired location

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The RMA migration distributive can be downloaded by the following linkfrom here: http://s3.amazonaws.com/aheadworks_cdn/catalog/rma-data-migration-tool.zip

Unpack the contents of the distributive to and find the /etc and /scr folders inside.

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 4. Copy the contents of the RMA migration distributive to the Magento Data Migration Tool's main folder

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Copy the /etc and /scr folders included in the RMA migration package to : vendor/magento/data-migration-tool/.

Rewrite on prompt.

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 5. Edit the config.xml file of in the Magento Data Migration Tool

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Navigate to vendor/magento/data-migration-tool/etc/aw_rma/ and open config.xml for edit.
More For more information on about tag values and which one should be put inside can be found in , read the Magento Data Migration Tool configuration instructions.

 

Note

Pay a close attention to the <aw_rma_remove_requests_before_migration> tag value you enter are entering if you already have some RMA requests on in your Magento 2 store and want to keep them untouchedintact.
The "'1" ' value set by default will remove all the existing Magento 2 RMA requests, the "0" . The '0' value will add new RMA requests to the already existing ones.

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 6. Run the migration script in the console

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Run the To start the migration process, run the following command considering the path to config.xml to start the migration process :

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bin/magento migrate:data [-r|--reset] {<path to config.xml>}

According to the demo video, you You can also use the following command considering the path to config.xml:

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bin/magento migrate:data -r vendor/magento/data-migration-tool/etc/aw_rma/config.xml
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 7. Data migration is complete. Make sure to manually migrate the attached files and images manually.

  • Copy all the files in to the folder m1store_root/media/aw_rma And moved them folder;

  • Move the copied files to the m2store_root/pub/media/aw_rma/media folder.

Describing the Migration Process

Explanation

The migration process consists of the two stages.

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Stage 1. Synchronization

First of all, the synchronization process of ‘Fields’ (RMA request options) of in the Magento 1 RMA extension for Magento 1 (hereinafter M1 RMA) and ‘Custom Fields’ of in the Magento 2 RMA extension for Magento 2 (hereinafter M2 RMA) happensare synchronized.

Here is how the fields Field conformance looks likein the following way:

  • Request type -> Resolution;

  • Package Opened -> Package Condition;

  • Reason -> Reason.

Conformance logicsLogic

The M1 RMA ‘Fields’ values are compared by their names with the corresponding M2 RMA ‘Custom Fields’ values. In case of an exact matchesmatch, the value is transferred directly to Magento 2. If the names do not match, the tool adds a new option to M2 RMA.

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titleExample

For example, if one of the names of the M1 RMA " 'Request type" ' values does not match any name title of the M2 RMA " 'Resolution" ' custom fields, we add a new option will be added to the M2 RMA ‘Resolution’ custom field.

The same procedure is applied to all field values of M1 RMA. To avoid additional negative effects, we recommend you to migrate to a ‘clean’, not non-customized RMA extension for Magento 2 in order to reduce minimize the number of mismatches.

Stage 2. Migration

Requests Request data is transferred as it is with the preservation of the order_id, customer_id, product_id, and store_id fields. Therefore, it is important that for all orders, products, customers, and stores to match each other.

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titleExample

For example, if the M1 product with ID 5 has product_name1, and the same product with ID 5 in on M2 has other product_name2, then after the migration, you will see data discrepancy (the same applies to customers and stores).

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titleNote

Note: Ideally, you should migrate all your data to Magento 2 first , and only then migrate the RMA requests.

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

 
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titleNote

Note: The migration configuration file data-migration-tool/etc/aw_rma/config.xml contains the aw_rma_remove_requests_before_migration option, which is enabled by default. This option clears all the Magento 2 RMA requests created before the migration procedure , so if itself. If necessary, you can disable it the option and make add the new migration data added to the existing Magento 2 RMA requests.

 

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Introducing RMA 

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The Magento 2 RMA extension handles 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.

Extension Logic

In the backend, the module generally consists of 4 grids and the configuration page. Store admins can create/monitor return requests, configure email alerts along with canned responses, exchange messages with customers in the dedicated thread (and optionally leave internal notes not visible to requesters and attach files to the thread), and add 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.

 

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Getting Around

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The Magento 2 RMA extension comes ready for work right after installation. Once installed RMA extension , it introduces the 'My Returns' section to the a customer account page and the 'Create New Return' link to the store footer. Both links lead to creating By following both of the links, you can create a new RMA request.

My Returns Section in the Customer Account Image Modified

Along with the 'My Returns' section and the 'Create New Return' link, customers can request an RMA a return from the order details view page of in the 'My Orders' account section. To do this, they should click on the 'Request Return' active link on the order details page.

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If you allow guest customer checkouts, with the help of Thanks to the RMA extension, you can also allow your guest customers to ask for a the return.

Guest customers can ask for an RMA by clicking To create a return request, a guest customer should click on the 'Create New Return' active link in the store main page's footer.

To ask guest customers for an RMA request we need to specify the Here the module adds the 'Guest Order' section where the guest should specify their email address used to place the order in your store and specify the order number.

 

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Now, let's request an RMA the return from the 'My Returns' section. To do this, click button .

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On the 'Select order to create RMA' screen specify , choose the order that you want to request an RMA forreturn.

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Next, select order the item(s) you want to return and specify the item quantity (if you need to return several items). At this very step specify an RMA Resolution - Refund or Replacement - and select Choose the Resolution for the return and Package Condition. These Those are the Custom Fields custom fields that come with the RMA extension by default.

Item Selection Image Added

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Later you You can add other Custom Fields custom fields or edit the existing ones at in the corresponding backend section of your store backend.

Once done, click 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 . The message will be emailed to the store administratoran admin.

Message Thread Image Modified

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Both customer and store administrator admin messages are combined in a chat thread that can later be seen found under an the corresponding RMA request.

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Once done, click Image Modified button . RMA The request has been is submitted.

All the RMA request-related information allong along with the messages message thread can later be found under in the 'My Returns' section.

 

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Backend Configuration 

Shipping LabelImage Modified

Confirming

package receiving

Package Receiving

After the request has been approved, and the customer confirms has confirmed that the package has had been sent back to your store, you will need to confirm that the package has been receivedreceipt. Do that this by clicking Image Modified button .

Creating a

replacement order

Replacement Order

As soon as the 'Package Received' status is applied, you can create a replacement order for the requests asking for requiring a replacement.

Issuing a

refund

Refund

For the requests asking for requiring a refund, you can create a credit memo right from the 'Manage Request' page.

Closing a

request

Request

Finally, you can close the request as soon as the item is replaced or refunded.

That's it. The RMA request has been is successfully resolved. Let's proceed to the RMA extensions extension's settings.

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RMA extension introduces its sections to the Sales admin dashboard section of your Magento 2 store.

Manage RMA

This

Manage RMA

'Manage RMA' is the main section of the extension.

Manage RMA GridImage Added

Here you are suggested to approve, cancel and can manage all the RMA requests submitted by customers or admins you and your customers. With the 'Actions' box above the grid, you can change the request status individually or massively .

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You may want to start with adjusting the RMA grid according to your requirements:

  • Click Image Removed button to see the columns available and customize the RMA grid, some columns may be excessive and some relevant to your current tasks;
  • Click Image Removed button to look for the RMA requests matching a set of attributes;
  • Click Image Removed button to save the perfect RMA grid look you found to quickly load it whenever required.

With the RMA grid configured you can start managing and creating new RMA requests:

  • Approved;
  • Canceled;
  • Closed;
  • Issue refund;
  • Package received;
  • Package sent;
  • Pending approval.

Creating RMA Requests from the Backend

In order to To create a new RMA return request, click Image Added above the New Request buttongrid.

New Request Page Image Modified

The'New Request' page consists of several sections:

  • General Information. The section allows selecting With these options, you can select the order the request relates to be issued for. Next, for example, you possibly should select the resolution Resolution you want to apply and package Package condition reported by the a customer , if you use the above custom field fields for your request forms.
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Note: You can create RMA requests for completed orders only complete orders.

  • Products. Products are taken from included in the order you specified above. The Products grid allows you to . From the 'Products' grid, you can amend the number of returned items and particular the reason to send the them back individually for each item back. You can also remove certain products from the grid if you don't want them to be included in the request.
  • Customer Information. Thу The information about the customer is also automatically taken from the order.
  • RMA History. The section allows you to provide a message for the customer or other admins and attach some Here you can exchange messages with the customer and attach files if necessary.

Messaging is possible in several ways.

  1. You can write an individual notification for the customer with the Reply buttonby specifying the message in the text area and clicking Image Added above the area;
  2. You can leave an internal note for other admins. For the this purpose, click the Internal Note button. As a result of this, the whole messaging area turns Image Added. The whole text area below will turn yellow to make you sure that the message is for internal use only.;
  3. Finally, you can select a canned response and save some time creating the request.to be sent to the customer in response to their particular actions.
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Canned responses are customizable values. Configure them from the 'Canned Responses' page.

In addition to messages, you can also attach some files to the newly created request.

As soon as the new RMA request is created, you can manage it the same way as the other request requests created by customers themselves.

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Note: Created requests obtain the status specified by general setting for new requests.

Managing RMA Requests

Click RMA Request ID the Request's id (all id's are presented as active links in the 'Request #' column) to proceed to the 'Manage Request screen' page. The manage Request page looks almost the same way as the 'New Request form except that it has the Status and ' page. The only difference is that the 'Status' and 'Last Update date' parameters included. On this page, you can change request statuses and communicate with customers.are presented there.

On this page, you can close, cancel, and approve the request requests pending an approval.

Approving

requestLet's leave a message and approve

a Request

Approve the request by clicking button .

Now the email notifying the customer on about the new reply and request status update will be sent.

Customer Customers will now have the option to print shipping labels enabled (to be included in the RMA package) and be able to confirm that the package has been sent back to your store.

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Note

Note: The Magento 2 RMA extension for Magento 2 doesn't offer any refunding or postal services. The refunds Refunds are processed manually by any means necessary.

 

Adjusting RMA Options and Settings

Statuses and Email Templates

As it has been mentioned previously was previously mentioned, the RMA extension comes set up and ready for work right after the installation. However, if it is required If required, you can always adjust RMA request statuses and edit the notification emails sent to both customer and store administrator to correspond your requirements.

Statuses and Email Templates GridImage Modified

Statuses

There are seven 7 RMA request statuses, each defining a particular stage of the RMA process.

Status
EventsEvent
Pending ApprovalAssigned to the new return request automatically
ApprovedAssigned upon store administrator approving an RMA requestthe request's approval
Package SentAssigned by the customer confirming package sending
Package ReceivedAssigned by the store administrator confirming package has been receivedupon package receipt confirmation
Issue RefundAssigned upon store administrator issuing a refund
ClosedAssigned upon closing a request either by you or customer or store administrator
CanceledAssigned upon store administrator canceling the request's cancellation

Email Templates

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 email templates for email notifications, it is also possible to you can edit the request thread's message to be displayed upon RMA the request obtaining a particular status.

Custom Fields

In As we already described in the Getting Around section, when submitting an RMA the request, you have been are suggested to fill in RMA the Resolution, Package Condition, and Reason for asking RMA sections to ask for the return.

These are all pre-defined Custom Fileds All those are the predefined custom fields that come with the RMA extension by default and . They can be edited here at in the 'Custom Fields' section.

Custom Fields Grid Image Modified

Along with editing the Custom Fields that come with the extension by default custom fields, you can also create the additional Custom Fields ones depending on the products or services you are offering.

To create a Custom Field new custom field, click button :

  • Define the name (for internal identification purposes) of the Custom Field custom field and the field type: text field, text area, dropdown, multi-select;
  • Decide if the Custom Field custom field should refer to the RMA request on the whole (as Resolution in the example) or to the order item(as Reason in the example)s) previously ordered;
  • Set the RMA return status at upon which the store administrator and customer you and your customers can edit/view the Custom Fieldfield;
  • Make the Custom Field required if necessary If necessary, make the field required (customers will not be able to submit a the request without filling the Custom Fieldthis field);
  • Add the Custom Field custom field to the Shipping Label shipping label (this may might help to identify the parcel);
  • Chose a Choose the website the Custom Field custom field should be displayed at.
  • Adjust Custom Field the field's frontend label (name of the Custom Field customers will seethe title that will be displayed to customers).
  • Add options (attribute values available for the 'Dropdown' and 'Multiselect' field types) if you want a the customer to select from the pre-defined predefined set of attributes.

Once done with the Custom Attribute new field, click button .

The Custom Field has been created and can now be found at the custom field is created. It can be found in the previously set area of the RMA request page.

Canned Responses

Canned Responses Grid Image Modified

The From the 'Canned Responses section allows creating ' grid, you can create fast responses to that can be used for status updates and other simple messages sent to customers. On the Canned Responses page, you You can manage the existing responses either individually or massively and create new canned responses.

The Select drop-down of the Action column allows you to With the 'Select' box in the 'Action' column, you can edit or delete individual the selected responses, while the Actions drop-down leftwards 'Actions' box above the grid makes it possible to change the status or delete several selected responses at oncethe selected response(s).

Creating a New Canned Response

In order to To add a new canned response tap the 'Add Canned Response' button and enter the 'New canned response' page. The page allows you to , click Image Added above the grid. On the following page, you can enable the response, provide its title, Magento select the appropriate store view , and response specify its content.

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Note: Only enabled canned responses can be used for your answers.

 

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Order Page Improvements

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Returns Section

Returns SectionImage Modified

If you want to see all the RMA return requests created for a particular order, you can do this right from the Order View 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 option of the main menu allows creating an RMA request at With Image Added above the grid, you can create return requests on the spot.

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Extension Settings

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General

In the 'General settings section allows adjusting basic principles of the extension's functionality.' setting section, you can adjust the basic extension parameters:

  • Return Period - defines how many days after placing an the order the customer can ask for an RMAthe return;
  • Allow guests to request RMA - defines if guest customers can ask for a the refund (email and order ID are required);
  • "Confirm Shipping" alert text - allows editing "edits the 'Confirm Shipping" ' pop-up notification;
  • Approve New Requests Automatically - defines if all the incoming return requests are should be approved automatically.
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General SettingsImage Modified

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RMA

text blocks

Text Blocks and Policy

This settings setting section allows displaying displays CMS blocks at the specific RMA request steps.

Every field represents the corresponding step with the dropdown box of all CMS blocks available at in the store.

 

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Product Selection BlockImage Modified

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titlePolicy block position...

This is not actually a block position, rather, this is a link available to for the customer to read when accepting the Return Policy regulations.

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Extension Settings Image Added

 

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Contacts

This settings setting section allows defining defines your RMA department's credentials such as : the name displayed, RMA Department email, RMA Department and address.

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Email

Notification

Notifications

This settings section allows defining templates for the email notifications about setting section defines email notification templates about the new reply by the store administrator to the customer's RMA request (Reply by Admin) and about the new reply by the customer to the RMA request (Reply by Customer).

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File Attachments

This settings setting section makes it possible to allow for customers to attach files to their RMA return requests. Here you can also specify the maximum size of the uploaded files in Mb megabytes and available file extensions.

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urlhttps://ecommerce.aheadworks.com/magento-2-extensions/rma/

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You can always find the latest version of the software, full documentation, demos, screenshots, and reviews on http://ecommerce.aheadworks.com
License agreement: http://ecommerce.aheadworks.com/LICENSE-M1.txt
Contact Us: http://ecommerce.aheadworks.com/contacts/
Copyright © 2018 2019 Aheadworks Co. http://www.aheadworks.com