4. Rma Management

From Magento admin panel, all features are available under menus Sales > Product Returns

1. Find or Create a product return

All RMA requests are listed in Sales > Product Returns > Customer Returns

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Create a product return

Both guest and registered customers can create a RMA on the frontend, if “Allow Customer Product Return Request” option is enabled in the configuration.

Guest Customer

  1. The guest customer must click on the footer link “Orders and returns”. This link is added during the installation in the default Magento template.

You can also add a link to : www.your-site.com/index.php/sales/guest/form/

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  1. The customer is redirected to a form, and must inputs :
  • the order number,
  • last name,
  • email or zip code used to place the order as guest.
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  1. If the order information are correct the page will be reloaded, and the customer will see the relevant detailed order. Clicking the link “Request a return” will start the return process. And customer will have to create an account.
  2. Once the account created, the customer is redirected to the “Product Return” form.

Registered Customer

  1. In the customer account, in the left navigation menu, there is a “Product returns” tab
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  1. Here is listed all requested returns, the customer can create a new return by clicking the “Create new return” button
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  1. Once the form filled and submitted, the RMA is created and listed in the “Product returns” tab.
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Create via Back office

RMA can be created in the back office:

  • in Sales > Product Returns, by clicking on “Create New Product Return” button.
  • in each order view, via the “Product Returns” tab, and by clicking on “Create New Product Return” button.
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2. Manage product return

Available buttons

Reset
Reset every form controls
Print
Print product return PDF
Delete
Definitively delete Product return
Products received
Inform the system that products have been received, product return status is set to “Product received”, product reception date is stored and an email is sent to the customer.
Notify customer
Send an email to your customer : email template depends of the product return status
Save
Save all product information. If an action is selected for a product (process products tab), it’s executed

Main information

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Reference Unique reference
Created on Creation date
Updated on Last date the product return has been modified
Customer You can reach customer sheet clicking on this link
Sales order You can reach sales order sheet clicking on this link
Phone Customer phone (can be different from the one stored in the sales order)
Email Customer email
Address Customer address
Status Product return status
Valid until Date until your customer can print product return form
Product reception date
Contains the date at which products have been received in your service
Return date Contains the date when products are returned to customer (optional)
Qty For each product, qty that is included in RMA.
Reason Reason why the customer want to return product (reasons can be customized in system > configuration > Product return)
Comments Customer comments
Serial numbers Serial numbers for products

History

This tab summarizes product return history. An new entry is added when :

  • Product return status change
  • When an order or credit memo is created
  • When customer is notified

Process product tab

In this tab, you can process the products

Note

You can apply a different decision for each product.

Refund
Refund customer, in this case, a credit memo is created
Exchange
Create a new sales order with the new product
Back to customer
Return product back to customer. In this case, a new sales order is created to be processed by your logistic service.
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Refund

If you wish to refund products, select “Refund” radio button for products.You can also refund shipping fees using checkbox “Refund shipping fees”.

Once you set refunding settings, click on save button to create the new credit memo. You can then view credit memo from history tab.

Exchange

If you wish to exchange product (with the same or another one), select “Exchange” radio button.

If you want to exchange with another product, use the “list” button under the radio button, a new windows is opened and you can select substition product.

Once substitution product is selected, its name is displayed under the radio button.

Clicking on “Save” button, a new sales order is created for your logistic service to process shipment.

However, you can control the new order information using “Order settings” block :

  • Define payment and shipping methods
  • Charge customer with shipping fees (excluding taxes)
  • Charge customer for additional fees using fields “Technical costs” and “Technical costs caption”

Credit memo settings

Refund shipping fees
Check the box if you want to refund the shipping to the customer. If you tick the box, you can select an amount (included tax) to refund.
Adjustment refund
If you want to add an amount to the refund
Adjustment fee
If you want to subtract an amount to the refund

Refund online:

  • Yes : Refund the customer
  • No : Create a credit memo

Use case with exchange action

Create product return -> Process Products -> action = “Exchange” (select the shipping method and initial payment because it appears in the email).

Case 1 : one for one exchange with same price

result => Generate a new order $0, with status “pending”, then invoice and ship it.

Case 2 : one for one exchange with higher price

Insert the price difference in the technical costs field, between the original price and the higher value.

Select the shipping method and initial payment because it appears in the email.

result => Generate a new order with the amount of the difference, with status “pending”, then invoice and ship it.

Case 3 : one to one exchange with price less important

After having created the product return like case 1, create a credit memo in original order (indicate amount with a point and not a comma : 9.18 ok, 9,18 not).

result => Generate a new order $0, with status “pending”, then invoice and ship it.

Case 4 : exchange one for two

Use case 1 then create an new order for the second product (modify the price if needed)

result => Generate a first new order $0, with status “pending”, then invoice and ship it. Then second order with second product.

Case 5 : exchange two for one

exchange the first then refund the second.

(use case 2 or 3 if price difference).

result => Generate a new order $0, with status “pending”, then invoice and ship it. And create credit memo for second product in original order.

Back to customer

If you only want to return products to customer, select “Back to customer” radio button. Returning products can be interested if you repaired it or if product works fine.

Clicking on “Save” button, a new sales order is created for your logistic service to process shipment.

However, you can control the new order information using “Order settings” block :

  • Define payment and shipping methods
  • Charge customer with shipping fees (excluding taxes)
  • Charge customer for additional fees using fields “Technical costs” and “Technical costs caption

Stock management

Each time you select an action to process products, a new drop down menu is displayed in the last column.

This drop down menu is used to define stock management rules for each product.

Notice that the action for stock management are different if you are using or not Embedded ERP :

Field Value
Back to stock -> Increase stock Create a new stock movement to increase stock
Back to supplier -> no action Not managed for the moment (planed for a future release)
Back to customer -> Informative only Informative only
Destroyed -> no action Not managed for the moment (planed for a future release)

IF YOU ALSO USE EMBEDDED ERP

About the ‘Reservation’ tab in RMA :

  1. You have only one warehouse, go into ERP -> advanced stock -> warehouse

Select your default warehouse then tick the check boxes RMA Reservation    and   Return product you will then have only one warehouse for Product return extension.

  1. If you want manage several warehouses :
  • Go into ERP -> advanced stock -> warehouse, select your default warehouse then untick the check boxes RMA Reservation    you must have only one warehouse for Product return extension.
  • Then create a new warehouse for purpose let’s said “reservation”, then tick the boxes : RMA Reservation ( NOT the others).
  • The Product return assignment must to be ticked only on your Main warehouse.

About the ‘Product destination’ in ‘Process products’ tab :

Since RMA 2.0.9, you can choose in which warehouse you want to put back item in stock, going in the “Product destination” column in the “Process products” tab.

3. Physically process product

This part helps you to physically process products to return to stock etc...

This feature is available under menu Sales > Product Return > Pending products

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To inform system that you have processed product or to print actions to perform, you can select 3 actions from mass action menu :

  • Print selected products
  • Mark as processed : remove product from the list
  • Print and Mark as processed : process twice actions

4. Return shipping label

With our extension you can upload a shipping label under PDF format only, that the customer can print from his customer account.

To upload a shipping label, go within the RMA, select “Return label” tab, select the file you want to upload and click on the save button.

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To print the return label, you can use the link “Download return label

In the customer side, if a return label is available, a button allows client to download it.

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