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  • RMA - Magento 2

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Section

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

Manage RMA

This is the main section of the extension. Here you are suggested to approve, cancel and manage all the RMA requests submitted by customers or admins individually or massively.

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

  • Click button to see the columns available and customize the RMA grid, some columns may be excessive and some relevant to your current tasks;
  • Click button to look for the RMA requests matching a set of attributes;
  • Click 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.

Creating RMA Requests from the Backend

In order to create a new RMA request click the New Request button.

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The New Request page consists of several sections:

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

  • Products. Products are taken from the order you specified above. The Products grid allows you to amend the number of returned items and particular reason to send the 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 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 files if necessary. Messaging is possible in several ways.
  1. You can write an individual notification for the customer with the Reply button;
  2. You can leave an internal note for other admins. For the purpose, click the Internal Note button. As a result of this, the whole messaging area turns 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.

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 the same as the other request 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 to proceed to the Manage Request screen. The manage Request looks almost the same way as the New Request form except that it has the Status and Last Update date parameters included. On this page, you can change request statuses and communicate with customers.

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

Approving request

Let's leave a message and approve the request by clicking button.

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

Customer 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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Expand
titleClick here to see how the Shipping Label looks like...

Confirming package receiving

After the request has been approved and customer confirms that the package has been sent back to your store you will need to confirm that the package has been received.

Do that by clicking button.

Creating a replacement order

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

Issuing a refund

For the requests asking for 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 has been successfully resolved. Let's proceed to the RMA extensions settings.

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

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Section

Statuses and Email Templates

As it has been mentioned previously RMA extension comes set up and ready for work right after the installation. However, if it is 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

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

Status
Events
Pending ApprovalAssigned to the new return request automatically
ApprovedAssigned upon store administrator approving an RMA request
Package SentAssigned by the customer confirming package sending
Package ReceivedAssigned by the store administrator confirming package has been received
Issue RefundAssigned upon store administrator issuing a refund
ClosedAssigned upon closing a request either by customer or store administrator
CanceledAssigned upon store administrator canceling the request

Email Templates

Depending on the request type it is also possible to send an email notification to customer, store administrator or both.

Along with defining email templates for email notifications, it is also possible to edit the request thread message to be displayed upon RMA obtaining particular status.

Custom Fields

In the Getting Around section when submitting an RMA request you have been suggested to fill in RMA Resolution, Package Condition and Reason for asking RMA.

These are all pre-defined Custom Fileds that come with the RMA extension by default and can be edited here at Custom Fields section.

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

To create a Custom Field click button:

  • Define 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 (as Resolution in the example) or to the order item (as Reason in the example);
  • Set the RMA status at which the store administrator and customer can edit/view the Custom Field;
  • Make the Custom Field required if necessary (customers will not be able to submit a request without filling the Custom Field);
  • Add the Custom Field to the Shipping Label (this may help to identify the parcel);
  • Chose a website the Custom Field should be displayed at.
  • Adjust Custom Field frontend label (name of the Custom Field customers will see).
  • Add options if you want a customer to select from the pre-defined set of attributes.

Once done with the Custom Attribute click button.

The Custom Field has been created and can now be found at the set area of the RMA request page.

Canned Responses

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

The Select drop-down of the Action column allows you to edit or delete individual responses, while the Actions drop-down leftwards makes it possible to change status or delete several selected responses at once.

Creating a New Canned Response

In order to add a canned response tap the 'Add Canned Response' button and enter the 'New canned response' page. The page allows you to enable the response, provide its title, Magento store view, and response content.

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

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