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    Prestashop Marketplace RMA

    eCommerce returns are a real problem that online merchants have to deals with. 15 to 40 of online purchases are returned as compared to 5 to 10 percent of in-store purchases. Unlike physical stores, the shoppers can’t touch and examine the products before making the purchase. Delivering incorrect merchandise, wrong product ordered, fault or damaged goods, product no longer needed are some of the many reasons for returns.

    The way returns are managed on your marketplace is crucial as it is one of the determining factors for customers to purchase the products.

    Prestashop Marketplace RMA facilitates the sellers to handle the returns efficiently. The sellers can track & manage all the return requests and create comprehensive return policies for certain products & categories from one place.

    An intuitive and responsive request form embedded on the store makes it extremely easy for the customers to submit the return requests. The seamless returns process helps improve the customer experience. Also, the customers can view the request information, track the status of their returns, communicate with sellers right from their accounts.

    Effective returns management system will help sellers to improve customer service, increase retention, and drive more sales.

    Features of the Prestashop Marketplace RMA

    • Effortless returns for sellers and customers.
    • Provides three types of return choices to customers – refund, replace, and repair.
    • Sellers can track and manage all the return requests from their marketplace account.
    • View request information, update status and add comments.
    • Create a return request on behalf of the customer.
    • Create different return policies for individual products and categories.
    • Return policy applicable on the product is displayed on the product page alongside description and product details tabs.
    • Refund the full/partial product and shipping amount into the customer’s wallet.
    • Set specific return period (in days) for refund, replacement, and repair.
    • Email alerts to the seller for each return created.
    • A separate tab “Dispute Manager” in customers’ account to view/raise/track return requests.
    • Enables customers to raise a return request for even a single product out of complete order.
    • Option for customers to upload an image highlighting the product defect while submitting the return request.
    • Customers can track the progress of their return requests and communicate with sellers via messages.
    • Customers get notified whenever the status of their return request is updated.
    • Apart from usual messages, customers can also attach files such as images and documents in the message box.
    • Allow guest customers to raise RMA requests.
    • Admin can configure order status on which RMA requests can be raised.
    • Add multiple custom return statuses and assign them to particular states.
    • Create as many return reasons as needed to display on the return request form.
    • Select the categories on which the return reasons will be applicable.
    • Email notification to admin when the seller sends a message to the customer or vice versa.
    • View how many requests are submitted for refund, replacement, and repair using RMA statistics.
    • Enable/Disable product pickup. Specify the return address in case you don’t want to provide pickup.

    How to install Prestashop Marketplace RMA module

    1. Go to Module Manager in Back office and click on ‘upload a module’.
    2. Now, Drag and drop the module file or select the file from the system.
    3. In this way, the module installation will be successful.
    Installation 1
    Installation 2
    Installation 3

    Configure Prestashop Marketplace RMA

    After the successful installation of the module, the admin can see new tabs in the back-office.

    Marketplace management

    RMA Setting

    In the “RMA Settings”, admin can configure the module’s general setting, RMA status/reason, and RMA policies.

    General Settings

    Global Configuration

    Under “Global Configuration”, the store admin has to select the order status for RMA, CMS page for terms & conditions, RMA policy which will be applicable on product return, and default RMA status.

    2-3

    RMA Guideline

    In “RMA Guideline”, the store admin can enable/disable the pickup facility and the display of guideline message. Also, configure the guideline message and select CMS page to display in guideline message.

    RMA guideline

    Approval Setting

    approval setting

    Mail Configuration

    In this section, the store admin can configure the instances to send the mail to the admin and the seller.

    mail configuration

    RMA Contacts

    Under “RMA Contacts”, admin can:

    • Enter the email id on which you want to receive RMA request mails.
    • Select the return address in case the admin has disabled the pickup facility.
    • Select the RMA status to send an email regarding the return address to the customer.
    rma contacts

    If no email id is mentioned in the “Email” field, then RMA request emails are sent to admin’s default email id.

    Update Policy

    The store admin can assign RMA policy to the orders which have been received before the installation of the RMA module.

    update policy

    In this way, you can successfully configure marketplace RMA module.

    Suppose admin has installed the RMA module on 20/12/2018 and the RMA policy is not applicable on the orders received before 20/12/2018.

    RMA request

    The store admin can specify the date range under “Update Policy” tab so that RMA policy will be applied on all the orders received during this period.

    Assign RMA policy

    Statuses

    Under “Statuses”, admin can add new RMA statuses which will be displayed to the customers at the front end. They can also add return reasons which will be displayed to the customer while raising RMA request.

    RMA Status

    Admin can add new RMA status by clicking on “Add new RMA Status” button. Admin has to enter the status name and select the RMA state for that the status.

    add new status
    • Set status as a pickup
    set status

    If enabled for this status(pickup), then-then “pick up date” option gets available for admin when it changes the Status of RMA to this status(pickup).

    Front End View(Seller End)

    Suppose a customer has raised an RMA request.

    manage rma

    When admin changes the RMA status from ‘Processing in progress’ to ‘Pickup’, then a new option “Pickup Date” gets available for the seller from where admin can set the pickup date of the product.

    manage rma1
    • Set status as package received
    set status

    If enabled for this status(Package received), then “package received date” gets added when the seller changes the Status of RMA to this status(package received).

    Seller End View

    manage rma2
    manage rma3
    • Set status as refunded
    set status

    If enabled for this status(refund initiated), then “refund details” options gets added when seller changes the Status of RMA to this status(refund initiated).

    Seller End View

    manage rma

    Admin can add a new reason for return by clicking on the “Add new return reason” button. While adding a return reason, the admin has enter reason name, select the return type for which this reason will be applicable.

    add new return reason

    Policies

    Under “Policies”, admin can add new RMA policy on behalf of the seller which will be applicable on the orders.

    policies

    Admin can add a new policy for return, refund, exchange, or repair on the store by clicking on “Add new policy” button. While adding a new RMA policy, admin can set the number of days within which the customer can request for refund, replacement, or repair from the day of delivery.

    Admin can also select the category(ies), and product(s) for which the RMA policy will be applicable.

    policies1
    • Refund – In this field, specify the number of days after delivery within which the customer has to return the product to get a refund.
    • Replace – In this field, specify the number of days after delivery within which the customer can get his/her product replaced.
    • Repair – In this field, specify the number of days after delivery within which the customer can request for his/her product repair.

    Once admin has saved the policy, it can view it under “Policies”.

    RMA policies

    Suppose admin has assigned a 30 days RMA policy on “Accessories” category and a 15 days RMA policy on one of the products of women’s category, then a 15 days RMA policy will be applicable on the product.

    Note: On one product only one RMA policy will be applicable.

    Front End View

    RMA policy added by admin for the category(ies) or product(s) will be visible on the product page under “RMA policy” tab as shown below:

    product page

    Seller End(Front End)

    After installing the module, a new tab adds on the seller dashboard to manage the RMA Requests.

    seller panel
    rma request

    Adding New RMA request

    From “ADD NEW REQUEST” button seller can raise RMA request on behalf of Customer.

    manage rma
    8-2

    A seller can also add the new policy for any particular category or on any particular product.

    seller policy
    manage rma

    Customer End(Raising RMA Request)

    Order details page

    Once the customer has placed the order, then he/she can request for RMA when the status of an order changes to the status set by admin from the backend.

    RMA order status

    When the status of the order gets changed to the status selected by admin for placing an RMA request, then a “RETURN REQUEST” button will get available on ‘order details’ page.

    raise RMA request

    After clicking on “RETURN REQUEST” button, a ‘DISPUTE REQUEST’ form gets opened wherein the customer has to select the type and reason of return, pickup address, and enter the description.

    dispute request form

    RMA details page

    Once a customer has submitted the RMA request, an email notification will be sent to admin and the seller (if enabled by the admin)regarding RMA request and to the customer regarding the RMA status.

    After submitting the RMA request, a customer can view all the details regarding RMA, the current state of RMA on “Dispute Request” page.

    rma detail

    If the admin has disabled the product pickup, then ‘Pickup Address’ field will not be displayed “DISPUTE REQUEST” form.

    dispute request

    Email template

    After submitting RMA request the return address mentioned by admin in the backend will be sent to the customer in an email. The customer has to send the package to the address mentioned in an email.

    return address mail

    When a customer sends a message to seller on “Dispute Request” page, an email notification will be received by the seller and the admin(in enabled from the back-office) in which the customer’s message will be mentioned.

    rma detail

    The seller can view the message in the “Manage RMA” tab that is sent by the customer can respond back to the customer from the from the same page.

    manage rma

    The seller can change the RMA status from “Status” tab of “view” page.

    manage rma

    The RMA state has been changed according to the status changed by the seller.

    manage rma pickup

    When the seller updates the RMA  status, an email will be sent to the customer containing the message. The customer can view the message, updated RMA status, and updated RMA state under “Dispute Request” Page

    rma detail

    Now, when the package gets received the RMA state gets changed according to the status added by admin for the particular RMA state.

    manage rma

    Customer End

    customer rma detail

    After receiving the package admin can verify the product and initiate the refund process.

    refund initiated

    The seller can make the full or partial refund for the product and shipping amount.

    22

    After initiating the refund seller can see the refund transaction detail in “Transaction Tab”.

    seller transaction page
    manage rma

    List of RMA requests

    After the successful installation of the module, a new tab ‘Dispute Manager’ will be available for the customers, under “My Account” from where they can view the products for which they have requested RMA.

    dispute manager

    A customer can view all the RMA requests placed by him/her under “DISPUTE MANAGER” tab.

    dispute manager

    A customer can also raise RMA request for the order by clicking on “ADD NEW REQUEST” button.

    rma request

    When a customer clicks on ‘Details’, the dispute form gets opened from where a customer can raise an RMA request.

    28-1

    Guest RMA

    After the installation of the module, a new tab “Guest RMA” adds on the store under “Your Account”.

    guest rma

    The guest customers can also raise the RMA requests. But to raise the RMA request, they must ensure that the status for placing RMA requests is updated.

    1-png-2
    2-png-2

    When a guest customer clicks on the ‘Details’ button, a DISPUTE REQUEST form opens to request for return.

    3-png-1-1

    Manage Marketplace RMA Request(Admin-End)

    Manage RMA request

    Admin can view all the ‘RMA Requests placed’ and ‘RMS Stats’ under “Manage RMA” tab.

    manage rma

    Update RMA Status

    manage rma request

    Notify via email to the customer when the admin sends a message to the customer. Additionally, the customers can also view the message under the “Dispute Request” tab on the front end.

    Front End View

    The customer can see the admin message in RMA request detail.

    rma detail

    Admin can update the status of RMA under ‘Status’ tab of “View” page.

    32

    View the updated RMA state according to status added by admin for the particular RMA state.

    33

    Front End View

    Send an email notification to the customer on the update of RMA status containing the message. The customer can view the message, updated RMA status, and updated RMA state under “Dispute Request” Page.

    34

    Now, admin can change the RMA state after receiving the package.

    35
    36

    Front End View

    37

    After receiving the package admin can verify the product and initiate the refund process.

    38

    Admin can make the full or partial refund for the product and shipping amount.

    39

    Front End View

    40

    After the processing of refund successfully, admin can now close the RMA request.

    41
    42

    Admin can view the RMA summary under “Summary” tab.

    43

    Front End View

    44

    Refund the order amount to customer wallet

    At Seller’s End

    After installing the customer wallet module, you can choose to refund into the customer’s wallet.

    1-png-1

    As you can see, currently the wallet balance of the customer is zero.

    2-png-1

    And the customer did not do any transactions via wallet as per the wallet transaction records.

    3-png-1

    As refund into the customer wallet is allowed by admin, sellers can now refund the order amount to the customer wallet. Given that the customer must activate his/her wallet for the currency used to pay for the order.

    4-png

    Currently, the request is in initial stage.

    5-png

    While updating the stage to ‘refund initiated’, seller can choose to refund that amount to the customer’s wallet.

    6-png

    Now, the amount is successfully refunded to the customer wallet.

    8-png

    Customer’s can also see the refund statement to wallet at their return request details page.

    9-png-1

    At Admin’s End

    If admin wants, then admin can also choose to refund the amount to the customer’s wallet.

    1-png-3

    While initiating the refund, admin just need to tick the checkbox to send the money to customer’s wallet.

    2-png-3

    An info suggesting successful refund to customer’s wallet is also available to admin under summary tab.

    3-png-3

    Customer’s can also see that refund statement to wallet at their return request details page.

    4-png-1

    In this way, a seller can successfully refund the order amount to the customer’s wallet. This is another added functionality that can be achieved in the marketplace RMA module.

    Marketplace RMA Stats

    rma stats1

    RMA Stats

    Under “RMA Stats” admin can view the graphical representation of RMA requests. It consists of all the requests i.e refund, replace or repair.

    rma stats2

    Total RMA Status

    Under “Total RMA Status”, admin can view”

    • Total number of customers who have placed RMA requests on the store.
    • The total number of refund, replacement, and repair requests placed by the customers.
    rma stats3

    Product Wise Status

    Under “product wise status”, admin can see the list of product for which the RMA request was placed.

    rma stats4

    Customer Wise Status

    Under the “customer wise status” admin can view the list of customers who have placed the RMA request.

    rma stats5

    This was all about Prestashop Marketplace RMA Module. I hope this document will help you in checking the functionality of the module in a better way. And, do let us know about your views in comments.

    Support

    For any kind of technical assistance or query, please raise a ticket at http://webkul.uvdesk.com or send us a mail at [email protected]

    Also, please explore our Prestashop development services and vast range of quality Prestashop addons.

    Current Product Version - 5.1.0

    Supported Framework Version - 1.7.x.x

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