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RMA - Magento 2

The Magento 2 RMA extension enables merchants to comprehensively arrange the return merchandise process in their web stores. Customers are provided with an individual frontend section from which they can create return requests. Store admins can arrange all RMA requests from the backend by communicating with customers on particular request issues in the dedicated chat area. Both customers and admins can be notified of order status updates by email if the conforming option is enabled in the extension’s settings.

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Installing RMA

Step 1 (Magento 2 Community and Enterprise)

Command Line Installation

1. Backup your web directory and store database

2. Download RMA installation package

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

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

cd path_to_the_store_root_folder


php -f bin/magento module:enable Aheadworks_Rma

and then:

php -f bin/magento setup:upgrade


php -f bin/magento setup:static-content:deploy

5. Flush store cache; log out from the backend and log in again


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.

Composer Installation

1. Log in to your customer account at and navigate to Account -> Composer access;

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

Add composer repository to composer.json by running:

composer config repositories.aheadworkscomposer in the Magento installation root.

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

 3. You can start using AW composer now.

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

 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 name and version.

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

Step 2 (Magento 2 Enterprise only)

It will be required to disable native Magento 2 RMA functionality to prevent any confusion.

To do this:

  • Navigate to Stores > Configuration > Advanced > Advanced;
  • Disable Magento_Rma.


Getting Around

RMA extension comes ready for work right after installation.

Once installed RMA extension introduces My Returns section to the customer account page and Create New Return link to the store footer. Both links lead to creating new RMA request.

Along with My Returns section and Create New Return link customers can request an RMA from order details page of My Orders account section.


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

Guest customers can ask for an RMA by clicking Create New Return link in the store footer.

To ask guest customers for an RMA request we need to specify the email address used to place the order in your store and specify the order number.


 Click here to see how guest RMA form looks like...


Let's request an RMA from the My Returns section. To do this click button.

On the Select order to create RMA screen specify the order you want to request an RMA for.

Next, select order item(s) and specify the item quantity (if several). At this very step specify an RMA Resolution - Refund or Replacement - and select Package Condition. These are the Custom Fields that come with RMA extension by default.


Later you can add other Custom Fields or edit existing ones at the corresponding 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 message will be emailed to the store administrator.


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

 Click here to see how chat looks like...

Once done, click button.

RMA request has been submitted.

All the RMA request information allong with the messages thread can later be found under My Returns section.


Managing RMA requests

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.

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.

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.


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.

 Click 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.


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


Adjusting RMA Options and 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.

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

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.


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

Order Page Improvements

Returns Section

If you want to see all the RMA 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 option of the main menu allows creating an RMA request at the spot.

General Settings


General settings section allows adjusting basic principles of the extension's functionality.

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

RMA text blocks and Policy

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

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


 Guest RMA page block position...

 Product selection page block position...

 Reasons and details page block position...

 Policy block position...

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


This settings section allows defining your RMA department credentials such as: name displayed, RMA Department email, RMA Department address.

Email Notification

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

File Attachments

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

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