Samiksha Hiwase | 07 min read | Jan 21, 2021

Why the RMA system is important in the marketplace

1. Quickread:

Return is an inevitable part of the e-commerce business. RMA or Returned Merchandise Authorization is a component of e-commerce that allows customers to return products bought on the website for refund or replacement. Permitting purchasers to return merchandise guarantees the best quality of products and stores’ services to attract customers.
Often, online stores can get into trouble in the return management cycle since the system is pretty complicated and can adversely impact websites’ inventory management. Appreciating the need for an effective stock return procedure, the Magento 2 RMA extension is constructed to help all Magento 2 stores handle clients’ return demands and ensure minimizing business risk. We will initially take a look at what is RMA, how it works, and why it’s useful to suppliers and buyers.

2. What is the RMA function?

The Return Merchandise Authorization guarantees customers that they have the right to return, fix or substitute/replace products they buy.
Each store has to publish a detailed return policy for clients’ perusal in which they list out the time period validity and the conditions to be met to carry out return requests of items. Thus RMA follows these rules to assist customers to process their return requests rapidly and precisely.
RMA is the last possibility for merchants to address their fault or defection before they cancel their order and make create the return back request. Realizing that profits are expensive for trader and inconvenient for the clients, any return that can be managed through both parties. RMA will offer elective solutions for this to decrease the loss for both purchasers and merchants.
Magento 2 allows you to empower RMA for all products. You can locate all currently returned merchandise requests (RMAs) under the Returns grid field. It is likewise conceivable to add new return demands there. The grid includes the following eight segments:
Checkbox – you can choose RMAs to apply to mass activities;
RMA – an inward number of a request;
Requested – date and time a request was made;
Order – some of a relating order;
Ordered – information of date and time it was set;
Customer – the user who requests the return;
Status – Pending, Partially Authorized, Authorized, Return Partially Received, Return Received, Partially Approved, Closed, Partially Rejected, and Processed ;
Activity – you may view RMAs right here.
Additionally, note that you can handle RMAs for all item types aside from virtual, downloadable, and gift vouchers.

3. Magento 2 RMA workflow

The Magento 2 RMA work process includes the following four stages:
  • You get a request – You can make it from the administrator segment for your clients. Simultaneously, both enlisted customers and visitors can submit them.
  • You issue an RMA – Magento 2 allows you to either approve a request partially or totally or to entirely drop it. When the return request is approved, you ought to pay for the return shipment to make a shipment request.
  • The customer returns the products as per your shipping instructions.
  • You receive the product and approve the return: either partially or totally, or disapprove completely (in case of damaged or incorrect returns that are inconsistent with the approved return policy).

4. How to create an RMA request in the Magento marketplace

Let’s take a look at how to make a return request in Magento 2. Most importantly, you need to visit the field Returns as per the screen display given below. This field is set-up under Sales-> Returns. Visit this field and hit the New Return Request button.
Next, you need to choose an order based on the reason for the new RMA. The framework moves you to another screen with two tabs: General Information and Return Items.
The first allows you to see orders and account records and address data. Also, you can add a remark text and empower a return confirmation email.
Under Return Items, you can add the products for RMA. Next, determine details of the refund: the remaining and mentioned quantity, and the reason for the return.

5. How to Configure Returns in Magento 2

You can allow requests for single products in the settings segment of every item record. Set Enable RMA to “Yes” to show the item in the whole list of things that are accessible for return.
Once the RMA for an item is enabled, the client can directly create an RMA since the product in the request is now made accessible for return.If you need to empower RMAs in settings, follow these steps – go to Admin-> Stores-> Settings-> Configuration-> Sales-> Sales-> RMA Settings.
Here, you can empower RMA on the retail store and item level. There is one more choice that allows you to utilize a substitute location for product returns. Set Use Store Address to “No” to determine an extra location.

6. Main reasons why online stores need RMA

We will talk about the five main reasons why Magento stores need an RMA system:

Assure users about the product quality

Online buyers cannot see and try out products before ordering and getting them delivered. They place orders just by viewing photos, videos, and reviews of the products. This is not the same as touching, feeling, and actually testing the product. This factor makes online buying slightly less secure than visiting an offline store, trying out the model of the product, seeing it physically, and then choosing to buy it. RMA attempts to eliminate this risk level by allowing returns in case the product does not meet the perceived standards of the customer. This permission is crucial for each online store in order to build customer confidence.
A return probability enlightens customers much stuff approximately about the store. It very well may be the inclination of security and trust that they can’t be handle with purchasing from a distance. It likewise can be the store ensure for their products and service quality.
The way customers interpret simple and easy return rules is “As an online store, we are confident about our products. Try it and you will be convinced. If not, we take the risk of failure and you are completely covered”.

Provide flexible options for return requests

In order to minimize clients’ risk and stores’ loss, return policies can be innovatively tailored. For example, rather than offering to get the product back and issue a cash refund, clients can be given the opportunity to pick alternatives suitable for these precise situations.
Replacement can be utilized for cases when customers order a product, and after receiving it, they change their mind about the size, style, color, etc., of the product which they had ordered.
Repair (or replacement of damaged parts) is another option. This can frequently be offered for gadgets, where inadvertent damage can happen during transit or due to some mechanical failure. Stores can offer complete repair if the RMA is made within the specified time period. The time period offered should be flexible enough to allow the customer to try out the product but to ensure that the damage is not caused due to wear and tear from overuse of the product.
Another option is that the refund cost can be reclaimed as a store credit, to be utilized later on the same website. This is advantageous to dealers since buyers can use the amount for your store to make further buys to utilize this credit.

Create the return cycle into a positive experience

Returns cannot be prevented and are not a pleasant experience for any customer. Returns are necessitated due to dissatisfaction with a product’s quality, functionality, or a perception mismatch. Especially in the case of online merchants. Since customers cannot visualize and try out the products, it may not meet their expectations when they finally receive them. Thus making them return it.
Yet, there are opportunities to convert this negative encounter into an agreeable and advantageous one? Simply offer clients the option to return anything they want and make the return process as comfortable as possible. Furthermore, communicate with your clients to gain an insight into their ideas and thoughts. It helps you to understand your weaknesses when they give useful comments to improve your products and services better. And it also gives confidence to your consumers that here is a store that listens to us and addresses our needs. This can build lasting relationships with customers for fruitful repeat business.

Build store reputation with high consumers satisfaction

The main reason why you need an RMA system is to eliminate negative reviews on websites. Dissatisfied customers, especially online ones, are bound to vent their ire online. Rather than offering their views on public websites, an efficient RMA policy allows customers to replace unworthy products with worthwhile ones, thus preventing them from taking to the internet with negative reviews.
In the long run, with adaptable product exchange offers, your store can build itself as a profoundly trusted brand name with very few negative reviews online. This allows customers to engage in a stress-free manner with your store for their online shopping.

Save time for stores in the long term

Proceeding with the story above, we all understand that return implies losing immediate cash. No storekeeper prefers it. However, if you see it over the long haul, you invite return visits by customers. Each return request from a client is a lesson in your business. Do not hesitate to hear them out, learn from them, and turn their negative experience into one with positive vibes.
Store owners need not take undue stress over return requests or complain that the returns are out of control.
Clients can be permitted to leave remarks with their return requests. Going through these remarks is the best feedback for store owners.
Presently you can do anything, for example, apologies, giving promotions and repayment or exchanging of the optional techniques for return. That is an extraordinary thought to manage users privately.

7. How the RMA extension assists customers and stores process returns effectively

Permits Guests To Send RMA Requests

RMA system allows even users who do not have accounts on a particular site to give requests for returning or replacement of products easily. This characteristic provides convenience and a comfort level to guest customers. With this link, clients can access and publish requests readily.
This is done by an RMA hyperlink that is shown at the top corner or in the footer of the home page. So, users will have the option to access and publish return requests easily.

RMA Products Have Selected Flexibility

The RMA extension can be configured to handle return orders for one product, a select list of products, or the complete order. Once they locate their order, customers can send a refund/ replacement request for one or more products, or for the entire order as a whole. This makes the Magento 2 RMA requests adaptable to any purchasers.
When choosing their RMA, customers can be shown a screen similar to the one given below, where they have the option of selecting some or all products for return/replacement.

Apply RMA Based On Special Conditions

You can apply the RMA in step with the orders’ situations as well as the product’s conditions.
Customers will be able to use RMA if their return requests meet some specific conditions, for example, subtotal, status, absolute weight, user group, buy point, payment technique, location, etc.
Additionally, individual sets of conditions can be allocated for every product. The situation might be based on special attributes of the item like SKU, Categories, and so on. RMA qualification rules could be set with no restriction.

Set Reasons, Answers for RMA Form

Other than some default request data like Billing Last Name, Email, Order ID, the following extra fields can be configured in the Magento 2 RMA for additional feedback from the customers, which will help store owners in their future offerings:
  • Existing reasons: incorrect items, low quality, change of mind, and so on
  • Existing arrangements: return, trade, refund, etc.
  • Permit/Disallow clients to add pictures as proof
Clients can easily pick a choice as a reason from a dropdown list of all available options.

Be Alerted And In Touch Through Email

Whenever any updates are associated with RMA Requests, an email could be despatched to each client and store admins to alert them.
Administrators can be informed in real-time whenever a new RMA Request is raised. Then again, consumers can get an email whenever their requests are accepted or rejected. In addition, conversations among clients and store administrators can be made easily through email. The discussions and feedback records can be stored at the admin backend even after the requests are closed.

8. Features of RMA extensions

For Store Admins

  • General Configuration
  • Enable/ Disable the module
  • Pick the page to include RMA Policy Page
  • Pick RMA Policy Link’s position: Top Link, Footer Link, RMA Request Page
  • Set ID Increment Pattern for RMA: Only ID, with prefix/addition
  • Empower/Disable showing RMA for guest visitor clients
  • Pick view position for RMA link: Top hyperlink, Footer link

RMA Information

  • Add reasons
  • Add existing answers
  • Add more fields

Handle RMA Request

  • Choose a brand new RMA request’s fame
  • Permit including remark
  • Allow attaching documents
  • Permit Order Increment ID to be inserted
  • Input RMA data
  • Make a discussion by sending an answer
  • All RMA Request may be seen and altered through a grid

Set RMA Rule

  • Set an RMA rule’s name and outline
  • Enable/disable the rule
  • Pick site and purchaser group
  • Set the priority
  • Set rule’s condition
  • Set the rule’s motive, answer, and further facts

For Customers

  • Assistance to users in submitting a request for refund/ replace either specific products or complete orders
  • Support customers to attain the best answer by communicating with the store via emails

9. Wrapping Up

Preventing returns from customers is impossible for any e-trade enterprise. With this in mind, the Magento 2 RMA is created to help storekeepers to handle item exchanges and returns from clients comfortably and correctly. With Magento 2 RMA, the return system turns out to be clear, well-coordinated, and personalized for each online marketplace.
You can contact us if you have any questions regarding the RMA system and its applicability to your online Marketplace platform.

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