RMA extension introduces its sections to the Sales admin dashboard section of your Magento 2 store.
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:
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.
The New Request page consists of several sections:
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.
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.
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.
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.
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.
There are seven RMA request statuses, each defining particular stage of the RMA process.
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.
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:
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.
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.