Magento 2 RMA (Return Merchandise Authorization) helps store owners manage product returns and exchanges from customers conveniently and effectively. With Magento RMA, the return procedure becomes clear, easy, satisfactory for both customers and store owners
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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.
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.
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.
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.
Customers send the items back to the store. There is not any extra action (commonly in case customers no longer need the item and have not made payment yet)
During the warranty period, the returned items can be repaired and send back to customers.
Customers return the ordered products and exchange with the better one (usually when the first item is wrong or damaged)
Customers return the items and receive the amount of money they paid for it from stores. The refund amount can partly or fully refund (include/exclude shipping fees, transaction fees, etc.)
For the minor mistakes from the store, the store owner can offer customers with some online credits or vouchers to compensate for customers. This way also encourages customers for further purchase next time.
A survey by e-BuyersGuide.com found that 86 percent of online shoppers rated return policies of significant importance in choosing an online merchant.
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
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.
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.
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)
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.
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:
Customers can select quickly options as suggested reasons solutions, which facilitates them during sending RMA requests.
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.