Our Return Merchandise Authorization (RMA) extension for M2 is a simple, yet powerful tool for managing products returns. Most of its functions are quite intuitive, and work just out-of-box.
However, it also features rich configuration, which allows to employ almost any return policy. Here is a short guide, which will help you in building your returns workflow.
Each Return begins from Return Request. It can be submitted either from three sources:
- Customer's Account. This source can be disabled, if you wish to have RMA created only for staff. To do that, you need simply set option RMA -> Settings -> Customer Account -> Show RMA section in Customer Account to No;
- Guest RMA Page. This source is always enabled by default, and currently can not be disabled.
- Backend RMA Grid. This source also is always enabled.
When customer submits RMA, it also shall supply three main parameters:
- Reason - why did he choose to return the product. Although pre-defined reasons are relatively simple, you can always define your own in Reasons grid.
- Condition - describes condition, which currently product has. Conditions also can be defined, using Conditions grid.
- Resolution - defines action, which he expects to conduct. You can define your custom actions, but base actions - Exchange and Refund shall remain in place. If you do not need, just add new and disable unneeded records in Resolutions grid.
You can control, which parameters shall customer supply, and which staff shall fill-in. It is done using option RMA -> Settings -> Customer Account -> Customers are required to select.
You can even add your own parameters for submission, using our feature of Custom Fields.
Request submission can have certain limitation, like days quantity since original order, or particular status, which should have order to be eligible for requests. These limitations you can set at RMA -> Settings -> RMA Policy.
Once Return is submitted and saved, it receives a number. You can use default numbering scheme, which is simple counter, prefixed with store ID - or create your own numbering scheme using options in RMA -> Settings -> RMA Number section.
Each Return document proceeds through different stages - from pending to approval or decline. These stages are called Statuses, and they can be defined in Statuses grid. Each time RMA assigned in new status, our extension can send automated notification for customer, or for staff. They are set in corresponding status record, in Notification section. Use these fields wisely to automate your communication with customer.
While communicating with customer, you may encounter typical situations, that require typical answers. We call it Quick Responses, and you can create them at appropriate grid.
Sometimes you need to set product return not to your store, but to some alternative address - a warehouse, for example. Use for that Return Addresses grid, which allows you to work with multiple return addresses.
Finally, you can automate your RMA requests - for example, automatically decline all broken products. You will need to create one or more Workflow Rule for that. You can also use these rules to create your own email notifications flow.
- Observe return statistics frequently with our Reports, that allow you to see - which products are returned, which reasons are most popular and so on, making your Return policy flexible and responsive to customer's demands.
This should be a good beginning.
Refer to appropriate sections of our manual to have more info.