Problems, Solutions and Benefits

Common Reasons For Product Return
Suggested Solutions For RMA Requests
The Importance Of E-commerce Return Policies
How does RMA extension work?

Common Reasons For Product Return

Incorrect product or size ordered

This is the most common types of product returns. When there are a number of product types/sizes, store salesmen can note the wrong items or the shipper give customers incorrect ones. Therefore, it is common that the customers complain about the wrong items or wrong sizes; then return requests (RMA requests) will be raised.
Product features are not what customers expected

Because online consumers don't get to see and hold the physical products before they buy, many items are returned due to the reason of “not meeting expectations”. Customers when viewing products online via images, they tend to expect that the items reaching their hand will be exactly the same: from outside to inside such as shape, quantity, function, etc. If all or some of them do not meet customers’ expectations, the result may be a request for RMA.
The merchandise is damaged

During the logistic steps, items can be damaged due to many reasons: packaging, shipping, etc. Customers would like to send back the items which are not in good condition on arrival.
Customers simply change their mind

One main reason for RMA requests is that customers no longer want their order items. They change their mind for a number of reasons: they can find it no longer necessary, or they want other types/items, etc.

The Importance Of E-commerce Return Policies

Highly-considered by customers

A survey by e-BuyersGuide.com found that 86 percent of online shoppers rated return policies of significant importance in choosing an online merchant.
Essential for online stores

in a recent Harris Poll, 81 percent of consumers interviewed said that a store's return policy was an important factor when they make a purchasing decision.

Unlike visitors to brick-and-mortar stores, online consumers don't get to see and hold the physical product before they buy it. So e-commerce sites must ensure that their return policies are fair and appealing to their customers
Give customers a feeling of security

When customers find a concise, clear and reasonable return policy, they will be safer to place orders. If a merchant does not give any guarantee, customers often become suspicious and avoid buying the products.
Increase sales by showing product trust

Definitive retail return policy can support to increase sales because an overwhelming percentage of the consumer population looks for it. The return policy is still seen as a guarantee that reflects the trust retailers have in the products they sell.

How does RMA extension work?

After a return request has been sent, store admins and customers discuss for a solution, then, the order/item will be resolved as the mutual agreement (returned, exchanged, refunded, etc)

Easy RMA requests for guests

RMA (Return Merchandise Authorization) allows non-login customers to return items. With Magento 2 RMA, the customers who have not had the accounts but have placed the orders are able to send RMA requests (to require for returning/replacing purchased items) easily. This is very convenient for guest visitors.

RMA link is displayed at the top link or footer link of the homepage, so customers can easily access and raise requests conveniently.

RMA can be applied based on conditions for orders and conditions for products.

Customers with the orders meeting the specific conditions such as subtotal, total weight, status, purchase point, customer group, payment method/region/country, etc will be able to use RMA.

Besides, admins can assign conditions for each product. The conditions will be based on Product Attributes such as SKU, Categories, etc. Admin can set RMA eligibility rules without any limitation.

Flexibly select RMA items

Magento 2 RMA extension handles return requests for each item, some items or the whole order.

Customers after placing an order can request for replacement/refund for the whole order or specific items only. Therefore, RMA requests are very flexible to any shoppers.

At the RMA form, there are two separate options for customers: all items or each item. With each item, customers will click to select one or some items they want to replace.

Besides the default order information such as Order ID, Billing Last Name, Email, store admins can create fields for RMA information including:

Available reasons such as wrong items, poor quality, change mind, etc.
Available solutions such as return, exchange, refund, etc.
Add any other fields
Allow/Disallow uploading images as evidence

Customers can select quickly options as suggested reasons solutions, which facilitates them during sending RMA requests.

Keep alert and discuss via emails

Customers and store admins are always alerted by emails whenever there are any updates related to RMA Requests.

Admins instantly are notified when there are new RMA Requests sent. Also, customers can be notified when their RMA Requests have been approved or rejected.

Especially, admins and customers can make any discussions via emails conveniently before reaching the final agreement. The conversations are recorded at the end of requests at the admin backend.

General Configuration

Enable/ Disable the extension
Allow/ Disallow showing RMA for Guest
Select position to show RMA link: Top link or Footer link
Select page to include RMA Policy Page
Select position for RMA Policy Link: Top Link, Footer Link or RMA Request Page
Set RMA ID Increment Pattern (Only ID or with prefix/suffix)

Request Configuration

Allow/ Disallow creating RMA for each item in order
Allow uploading attached images
Set allowed attached file formats
Enable/ Disable Google Recaptcha
Select Default Request Status
Select status which allows customers to cancel request
Enable/ Disable Google ReCaptcha
Select the default status of RMA requests
Select RMA status which customers can cancel the request
Set order condition to apply RMA
Set admin name when replying

RMA Information

Add reasons available
Add solutions available
Add additional fields

Manage RMA Shipping Label

Set name, status, description for RMA shipping label
Set Return Shipping Address
Set store views applied with the RMA shipping label
Attach the image to the label
Insert barcode value: Order ID, or RMA ID
Select information of shipping label: logo, order shipping address, order ID, RMA ID, RMA information, return shipping address, print date, request date, barcode
Set priority level
Set shipping condition to apply with the label

Manage RMA Request

Select status for a new RMA request
Add comment
Attach files
Input Order Increment ID
Input RMA information
Send a reply to make a conversation
View, edit all RMA Request via a grid

Manage RMA Status

Set status name
Enable or disable
Add backend description
Select allowed actions according to the status (Create New Credit Memo, Reorder, Add shipping label)
Set the label of the status
Set default comment

Manage RMA Rule

Set name and description for an RMA rule
Enable or disable the rule
Select website and customer group
Set priority level
Set the condition to apply the rule
Set reason, solution and additional information for the rule

Email Configuration

Enable sending notification emails
Fill emails of admins to receive emails
Fill notification email templates
Select email templates used for admins and customers

Support customers to request for refund/ replace orders or specific items
Easy to discuss with the store via emails to reach the best solution

Shopping cart

RMA for Magento 2 v1.0.0

Screenshots