Merchandise return (RMAs)

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Merchandise return (RMAs)

A Return Merchandise Authorization or Return Material Authorization (RMA) is a transaction whereby the recipient of a product arranges to return defective goods to the supplier to have the product repaired or replaced or in order to receive a refund or credit for another product from the same retailer or corporation. In practice, an RMA is only issued after a series of tests.

The following is the process used in the default version of PrestaShop v1.1.

Activate RMA functionality

The very first step is to activate the RMA function in PrestaShop. By default, RMA functionality is deactivated.

   1. Go to Back Office >> Orders >> Merchandise return (RMAs).
   2. In the Merchandise return (RMA) options section, for the Enable returns option, select Yes.

Set order status to Delivered

In order to allow the customer to request an RMA, the merchant must have changed the status of the order to Delivered:

   1. In Back Office >> Orders >> the Order’s detail page, select Delivered.

   2. Click Change.

Customer requests an RMA

The customer decides that s/he no longer wants the merchandise and wants to return it for a store credit voucher.

To request an RMA if you are a customer:

   1. Log into your Account page on the merchant’s Website.

   2. On the My Account homepage, click History and details of your orders (or equivalent) to view your orders.
   3. In the row of the order that contains the merchandise you want to return, click details.
   4. In the order details, mark the checkbox of the item you want to return.

   5. In the Quantity box, type how many of the item you want to return.
   6. In the Merchandise return box, type the reason for the RMA.
   7. Click Make an RMA slip.

Merchant decides whether or not to issue an RMA

After receiving the returned merchandise from the customer, the merchant inspects it and determines if the client should be given a credit slip and a voucher for the merchandise.
To accept the merchandise and issue an RMA

   1. Go to Back Office >> Orders >> Merchandise return (RMAs)
   2. In the RMA list, click the pending RMA.
   3. On the RMA’s details page, select Package received.
   4. Click Save.

   5. In Back Office >> Orders >> Merchandise return (RMAs), click the RMA.
   6. On the RMA’s details page, click More information on order page.

      PrestaShop then opens the order’s detail page.
   7. In the Products section, mark the checkbox of the item being returned.
   8. In the Quantity to cancel field, type the quantity of the item to be reimbursed.
   9. Mark the appropriate checkboxes:

          * Reinject quantities: Reinsert the product quantity back into the shop’s inventory
          * Generate a credit slip: Create a receipt that acknowledges the RMA
          * Generate a voucher: Create a coupon worth the amount of the returned merchandise that the customer can use towards a future purpose
  10. Click Cancel selected products.

An issued credit slip will appear in the Merchandise Returns section of their shop account.

An issued voucher will be sent via e-mail:

To refuse the request for reimbursement

   1. Go to Back Office >> Orders >> Merchandise return (RMAs)
   2. In the RMA list, click the pending RMA.
   3. On the RMA’s details page, in the Status drop-down list, select Return denied.
   4. Click Save. PrestaShop automatically sends an e-mail announcing the denial to the customer.