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    Prestashop Marketplace RMA

    Marketplace Return merchandise authorization module provides a seamless process for customers to return their products to store and get a refund or replacement or repairment for the return made. Sellers can manage all the RMA requests placed by the customers from their account. Hassle free returns process helps the sellers in retaining the existing customers and attracting potential customers to the store as well.

    This module is an add-on for Advanced Marketplace Module. To use this module you must have installed Prestashop Advanced Multi Vendor Marketplace first.

    NOTE– Version 5.0.0 is compatible with Advanced Marketplace version 5.2.0 or above.

    Features

    • Email to the seller on the RMA request generation by the customer.
    • An inbuilt conversation system through which both seller and customers can communicate with each other.
    • Email notification to the seller for every message sent by the customer.
    • Select a separate email id for receiving RMA request emails.
    • The store admin can enable/disable the product pickup facility.
    • The store admin can select the return address where customer needs to send the package in case pickup facility has been disabled.
    • The store admin can add and manage RMA status and the return reasons.
    • Select the category(ies) for which the return reason will be applicable.
    • A seller can add and manage RMA policies for refund, replacement, and repairment.
    • The seller can select the specific category(ies) and product(s) on which the RMA policy will be applicable.
    • Seller can refund for the product amount and shipping amount partially or in full.
    • With restock products quantity feature, the seller can return the product(s) quantity to the store for which RMA request has been placed.
    • The seller can view the conversation history with the customer from their Seller panel/account.
    • The store admin can add the notes regarding RMA requests for its own reference.
    • A separate panel for admin from where it can view the total number of RMA requests placed products wise and customer wise.
    • Allows customers to request for the refund, replacement, and repairment for the products purchased within a limited period of time.
    • Admin can configure the order status(es) on which RMA requests can be placed.
    • A message to the customer whenever the seller updates the RMA status.
    • Customers can view current RMA state, RMA status, and product details for which RMA request has been created at the front end.
    • Email notification to the customers for every message sent by the seller.
    • Email notification to the customer whenever the status of RMA request changes.
    • Customers can view the list of products for which they have placed an RMA request.
    • Guest RMA feature through which the guest customers can also raise RMA request for the orders placed.

    Installation

    1. Go to the back  office-> modules -> modules & services -> Upload a module.
    2. Upload zip file of “Prestashop Marketplace RMA” module.
    3. The module will automatically get installed on your Prestashop.

    Installation 1

    Installation 2

    Installation 3

    Configuration

    After the successful installation of the module, new tabs will be added in the back-office from where admin can configure the module.

    Marketplace management

    RMA Setting

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

    RMA setting

    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.

    global configuration

    RMA Guideline

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

    RMA guideline

    Approval Setting

    approval setting

    Mail Configuration

    Under “Mail Configuration”, the store admin can configure on which actions the email will be sent to admin and the seller.

    mail configuration

    RMA Contacts

    Under “RMA Contacts”, admin can:

    • Enter the email id of the on which only the RMA requested email will be sent.
    • Select the return address in case the admin has disabled the pickup facility.
    • Select the RMA status on which email regarding return address will be sent to the customer.

    rma contacts

    If no email id is mentioned in the “Email” field, then RMA request emails will be 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

    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. Admin 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, the store admin has to specify the number of days after delivery within which the customer has to return the product to get the refund.
    • Replace – In this field, the store admin has to specify the number of days after delivery within which the customer can get his/her product(s) replaced.
    • Repair –  In this field, the store admin has to specify the number of days after delivery within which the customer can get his/her product(s) repaired.

    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( “MANAGE RMA”) will be added in the Seller Account from which Seller can 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

    A seller can also add the new policy on for any particular category in which her/his product belongs or on any particular product.

    seller policy

    manage rma

    Customer End(Raising RMA Request)

    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

    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

    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

    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

    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.

    manage rma

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

    seller transaction page

    manage rma

    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.

    rma request

    Guest RMA

    After the installation of the module, a new tab “Guest RMA” gets added on the landing page of the store under “Your Account”.

    guest rma

    The guest customers can raise the RMA requests once the order status changes to the status required for placing RMA requests.

    Guest RMA request

    order details

    When a guest customer clicks on ‘Details’ button, a DISPUTE REQUEST form gets opened on the screen from where the customer can request for RMA.

    raise RMA request

    Manage RMA Request(Back-End)

    Manage RMA

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

    manage rma

    manage rma request

    When the admin sends a message to the customer, an email notification is sent to a customer and the customer can also view the message under “Dispute Request” tab on the front end.

    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.

    manage rma

    The RMA state gets changed according to status added by admin for the particular RMA state.

    manage rma

    When admin updates the RMA status, an email notification is 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

    manage rma

    rma detail

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

    manage rma

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

    manage rma

    Front End View

    rma detail

    After the refund has been processed, admin can now close the RMA request.

    manage rma

    manage rma

    Admin can view the RMA summary under “Summary” tab as shown below:

    manage rma

    Front End View

    rma detail

    RMA Stats

    rma stats1

    RMA Stats

    Under “RMA Stats” admin can view the number of RMA requests graphically placed for the 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.
    • 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 has been raised.

    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

    Support

    That’s all for “Prestashop Marketplace RMA” , still have any issue then feel free to add a ticket and let us know your views to make the module better http://webkul.uvdesk.com/.

    Current Product Version - 5.0.0

    Supported Framework Version - 1.7.x.x

    . . .

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