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 returns

Available buttons

Button Function
Reset Reset every form controls
Print Get current product return PDF
Delete Delete the current product return (definitive)
Products received Set returned products as received, changing RMA status to “Product received”. Product reception date field will be automatically filled with current date, notification email will be sent to the customer
Notify customer Send an email to your customer which template depends of the current RMA status
Save and lock Same than “Save” function, but lock the RMA edition for other users than its admin one.
Save Save all RMA information. If an action has been selected for a product (from the Process products tab), it will be processed

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

Product Reservation

This tab helps you to reserve products depending of the current RMA needs.

Warning

This feature is only working if you also have Embedded ERP installed.

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 products

From this tab, you will be able to process all returned products, managing each product as you want.

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Action Function
No action Don’t process any action on the product
Back to customer Return selected product(s) back to customer, in a new created order
Back to stock Return selected product(s) back to stock. Only available for shipped BUT not invoiced orders
Refund Refund the customer creating a new credit memo. Only available for shipped AND invoiced orders
Exchange Exchange the returned product for another one. Create an order containing this new product, and return the exchanged one to the selected destination.

Back to customer

If you only want to send back products to customer, you have to select the “Back to customer” option.

Most usual use cases are :

  • The returned product have been repaired.
  • The returned product was already working well when you received it.

Clicking on “Save” button will create a new order, helping your preparation team in their organization to ship the product back to the customer.

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

Back to stock

Warning

This option is only available for shipped BUT not invoiced orders. If orders have already been invoiced, please use the “Refund” function.

The option Allow product return even if order hasn’t been invoiced must also be set to “Yes” to be able to use this option.

If you only want to return products to your stock, select “Back to stock” option.

Use case is :

  • The order linked to the RMA has been shipped but not yet invoiced. In this case the refund action is not usable as the order hasn’t been invoiced.

Clicking on “Save” will send products back to destinations selected.

Refund

Warning

This option is only available for shipped AND invoiced orders. If orders have not been invoiced yet, please use the “Back to stock” function.

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

This section will help you to manage settings of credit memo that will be created by our extension if you process to a refund or an exchange.

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Field Description
Refund shipping fees Check this box to refund shipping fees. You will then be able to set the amount (incl tax) to refund
Adjustment refund (incl tax) Use this field to add an extra amount to the refund
Adjustment fee (incl tax) Use this field to subtract an amount to the refund
Refund online Select if the refund will be processed online or offline

Note

The refund online option allows 2 refund modes : online & offline. - Online mode : Refund applied to customer credit card, only available depending of the payment method used for the order. - Offline mode : refund the customer with a store credit, applied to customer account.

If you need more information on the refund online/offline process, please have a look at Magento Product Return Workflow documentation

Use cases 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.

Product destination

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)

3. Pending products

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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