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    Prestashop Marketplace RMA

    Updated 20 December 2023

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

    The way returns are managing 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 customers to submit return requests. The seamless returns process helps improve the customer experience. Also, the customers can view the requested information, track the status of their returns, and communicate with sellers right from their accounts.

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

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    Note: PrestaShop Marketplace RMA module is compatible with PrestaShop version 8.x.x.

    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.
    • The return policy applicable on the product is displayed on the product page alongside the 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.


    Prestashop Marketplace RMA module is MultiShop Compatible with PrestaShop Advanced Multi-Vendor Marketplace.

    How to install Prestashop Marketplace RMA module

    For installing this module, firstly you need to install the Prestashop Advanced Multi Vendor Marketplace module first.

    1. Firstly, go to the module manager in the back office and click on ‘upload a module’.
    2. After that, drag and drop the module file or select the file from the system
    3. In this way, the module installation will successful.

    Configure Prestashop Marketplace RMA

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


    RMA Setting

    In the “RMA Settings”, the 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 apply on product return, and default RMA status.


    RMA guideline

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


    Approval setting


    Mail configuration

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


    RMA contacts

    Under “RMA contacts”, the admin can:

    • Enter the email id on which you want to receive RMA request emails.
    • 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.

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

    Update policy

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


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

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


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



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


    After clicking on the “Add new RMA status button” the admin can add new RMA status. Firstly, the admin has to enter the status name and then select the RMA state for that status.

    • Set status as a pickup

    If enabled for this status (pickup), then the “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.

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

    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
    • Set status as refunded

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

    Seller End View

    Return reasons

    Under the Return Reasons tab, the admin can add and manage the return reasons that customers can select while raising the RMA request. 9 predefined return reasons are available in the module and the admin can add as many reasons as he wants. Also, the admin can enable or disable and edit or delete the return reason.


    Click on the Add new RMA reason to create a new return reason. On clicking the button, a form will appear with the following options:

    • Reason name – Enter the return reason name here.
    • Return type – Select the return type as refund, replace, or repair.
    • Category – Select the categories for whose products the return reason will applicable.


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


    On clicking “Add new policy” button the admin can add a new policy for return, refund, exchange, or repair on the store. While adding a new RMA policy, the 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 apply.

    • 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”.


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

    Seller End(Front End)

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

    Adding New RMA request

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

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


    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.

    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.

    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.


    RMA details page

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

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

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


    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 the email.


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

    The seller can view and respond back to the customer’s message from the “Manage RMA tab”.

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

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

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

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

    Customer End

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

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

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


    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.


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


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


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

    Guest RMA

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

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


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

    Manage Marketplace RMA Request(Admin-End)

    Manage RMA request

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


    Update RMA Status


    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.

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


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


    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.

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


    Front End View

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


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


    Front End View

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


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


    Front End View

    Refund the order amount to customer’s wallet

    At Seller’s End

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


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


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


    As add refunded amount to wallet is enable from the back office, sellers can now refund the order amount to the customer’s wallet. Given that the customer must activate his/her wallet for the currency used to pay for the order.

    Currently, the request is in the initial stage.

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

    Now, the amount is successfully transfer to the customer’s wallet.


    Customers can also see the refund statement in their wallet on their return request details page.

    At Admin’s End

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


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


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


    Customers can also see the refund statement in their wallet on their return request details page.


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

    Marketplace RMA Stats


    RMA Stats

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


    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.

    Product Wise Status

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


    Customer Wise Status

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


    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 the comments.


    For any kind of technical assistance or query, please raise a ticket at or send us a mail at [email protected]

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

    Current Product Version - 5.3.0

    Supported Framework Version - 1.7.x.x

    . . .

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