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    Prestashop RMA {User-Guide}

    If you are running an eCommerce business, it is inevitable that you have to deal with a certain degree of returns. Customers return 15 to 40 percent of products purchased online as compared to 5 to 10 percent in brick-and-mortar stores. There can be a variety of reasons for product returns in eCommerce. It can be a size issue, damaged product, wrong product ordered, product no longer needed, etc.

    However, analyzing each return can be time taking and exhausting. Our Prestashop RMA (Return Management Authorization) can help you manage your returns effortlessly. Provide hassle-free returns process on your store. The intuitive and responsive request creation form embedded on the store makes it extremely easy for the customers to raise the return request.

    Create flexible return policies that suit your needs and those of your customers. This extension enables you to set different return policies for individual products and categories.

    Track and manage all your returns from one place. View request information, change statuses, add comments or attach files. Also, you can analyze the efficiency of your RMA system with RMA statistics.

    Create better customer satisfaction, increase retention, and boost your sales by integrating a powerful RMA system with your Prestashop store.

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    Features

    • Configure the order status(es) on which customers can raise RMA requests.
    • The store admin can enable/disable the product pickup facility.
    • Email to admin on the RMA request generation by the customer.
    • An inbuilt conversation system through which both admin and customers can communicate with each other.
    • Email notification to admin for every message sent by the customer.
    • Select a separate email id for receiving RMA request emails.
    • 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.
    • Add dynamic email content for each RMA status.
    • Show employee name who has updated the RMA status.
    • Select the category(ies) for which the return reason will be applicable.
    • Add and manage RMA policies for refund, replacement, and repairment.
    • Select the specific category(ies) and product(s) on which the RMA policy will be applicable.
    • Assign policy to the specific order from the back office.
    • Admin can refund for the product amount and shipping amount partially or in full.
    • Admin can refund the amount into the customer’s wallet.
    • With restock products quantity feature, admin can return the product(s) quantity to the store for which RMA request has been placed.
    • Admin can view the conversation history between it and customer from the backend.
    • 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.
    • A message to the customer whenever admin 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 admin.
    • 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.
    • Prestashop RMA module is MultiShop Compatible.

    How to Install Prestashop RMA

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

    After the installation of the module, you need to configure it.

    1-1

    The module configuration consists of five sections:

    • General
    • Statuses
    • Return Reasons
    • Policies

    Let’s discuss them one by one.

    General Settings

    2

    The General Settings consists of five sections:

    • Global
    • RMA guideline
    • Mail
    • Contacts
    • Update Policy

    Global

    3-2

    Under Global, the admin can:

    • Configure the order status for RMA.
    • Select CMS page for terms & conditions and default RMA policy.
    • Select the default RMA status that will display while raising the RMA request.
    • Choose to refund the amount into the customer’s wallet.
    • Enable the creation of RMA requests for virtual products.

    NOTE: To enable the wallet feature, the admin needs to install our Prestashop Customer Wallet module.

    RMA Guideline

    4-3

    Under RMA Guideline, the admin can set a custom message that is displayed to the customer after placing an RMA request. Also, the admin select a CMS page to display in the guideline message.

    Mail

    5-3

    Under the Mail settings, the admin can configure the actions on which the email will be sent to the admin and the customer.

    Contacts

    7-2

    Under Contacts, the admin can:

    • Specify the email id on which he wants to receive the RMA request emails.
    • Enable or disable the product pickup.
    • Select the RMA status on which email for the return address is sent to the customer if the pickup is disabled.

    If Pickup is not allowed, then the admin has to specify the address where the customer needs to send the product.

    8-1

    Update Policy

    9-4

    Under the update policy tab, the admin can assign the RMA policy to the orders received before the installation of the PrestaShop RMA module.

    Suppose, the admin has installed the PrestaShop RMA module on 13th June 2022. This means the RMA policy will not apply to the orders received before 13th June.

    The admin can select the date range and the RMA policy is applied to the orders received during this period.

    Statuses

    10-1

    Under this tab, the admin can add and manage the RMA statuses. 11 predefined RMA statuses are available in the module. Admin can edit or delete these statuses. Also, the admin can choose on which RMA status he wants to send an email to the customer.

    Click on Add new RMA status button to create a new status.

    11-1

    On clicking the button, a form appears with the following options:

    • Status name: Specify the RMA status name that will display to the customer at the front end.
    • State of the status: Select the RMA state of the status that will display on the RMA Details page.
    • Set the color in which the status will highlight on the request details page.
    • Mail content: In this field, the admin needs to specify the text to be sent in an email to the customer when the status of RMA is changed. The admin can use the predefined variables in the mail content.

    The admin can choose to send an email to the customer when the RMA status gets updated. Also, the admin can select the status of the RMA state.

    Set status as pickup

    38

    If enabled for this status(pickup), then the pick up date option gets available when the admin changes the status to pickup.

    Set status as package received

    39

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

    Set status as refunded

    40

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

    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.

    12-1

    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 be applicable.
    13-3

    Policies

    14-2

    Under the policies tab, the admin can add and manage the RMA policies.

    Click on Add new policy button to create a new return policy. On clicking the button, a form with the following options appears on the page.

    • Policy name and description – Enter the policy name and description to display under the RMA tab on the product page.
    • Select CMS – Select the CMS page whose link will display under the RMA policy tab.
    • Refund, replace, and repair – In these fields, the admin can set the number of days after delivery within which the customer can request for a refund, replacement, or repairment.
    • Select category – Here, the admin can select the categories for which he wants to assign the RMA policy.
    • Add products – The admin can also apply the RMA policy on specific products.
    15-2

    Once added, the admin can view it under the policies tab.

    16-2

    Front End View

    Once the RMA policy is assigned to the product, a new tab RMA Policy gets added along with the Description and Product Details tabs. From here, the customers can view return policy applicable on the product.

    18-2

    Front End Workflow

    After the installation of the module, a new tab Dispute Manager gets available in the customers’ account. From here, the customers can view a list of all the RMA requests they have raised.

    17-2

    After placing an order, the customers can request RMA when the status of an order changes to the configured status.

    21-2

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

    22-2

    On clicking the button, a popup form appears on the page. In the form, the customer has to select return type, reason, pickup address, and specify the description. Also, a customer can choose to upload files in case he intends to show the condition of the product.

    23-1

    If the admin has disabled the product pickup, then the pickup address field will not display on the dispute request form.

    25-1

    Under the policies tab, the admin can add and manage the RMA policies.

    Click on Add new policy button to create a new return policy. On clicking the button, a form with the following options appears on the page.

    • Policy name and description – Enter the policy name and description to display under the RMA tab on the product page.
    • Select CMS – Select the CMS page whose link will display under the RMA policy tab.
    • Refund, replace, and repair – In these fields, the admin can set the number of days after delivery within which the customer can request for a refund, replacement, or repairment.
    • Select category – Here, the admin can select the categories for which he wants to assign the RMA policy.
    • Add products – The admin can also apply the RMA policy on specific products.
    15-2

    Once added, the admin can view it under the policies tab.

    16-2

    Front End View

    Once the RMA policy is assigned to the product, a new tab RMA Policy gets added along with the Description and Product Details tabs. From here, the customers can view return policy applicable on the product.

    18-2

    Front End Workflow

    After the installation of the module, a new tab Dispute Manager gets available in the customers’ account. From here, the customers can view a list of all the RMA requests they have raised.

    17-2

    After placing an order, the customers can request RMA when the status of an order changes to the configured status.

    21-2

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

    22-2

    On clicking the button, a popup form appears on the page. In the form, the customer has to select return type, reason, pickup address, and specify the description. Also, a customer can choose to upload files in case he intends to show the condition of the product.

    23-1

    If the admin has disabled the product pickup, then the pickup address field will not display on the dispute request form.

    25-1

    On submitting the RMA request, an email is sent to the admin.

    Once the customer has submitted the return request, he gets redirected to the RMA details page. On this page, the customer can view request information and the current state of the request. Also, a customer can communicate with the admin by sending messages.

    24-1

    On submitting the RMA request, an email containing the default RMA status and new RMA request message is sent to the customer.

    26-1

    A customer can view all the RMA requests placed under the dispute manager tab.

    27-1

    Customers can also raise RMA requests by clicking on the Add new request button.

    28-1
    29-1

    On clicking the details button, a dispute form opens on the page from where customers can raise RMA requests.

    30-1

    Guest RMA

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

    31

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

    32
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    Return Requests

    Admin can view all the RMA requests placed and RMA stats under the “Return Requests” tab.

    34

    RMA Requests

    35

    Under RMA Requests, the admin can view

    • Customers’ names who have placed the RMA request.
    • Whether the request is raised for refund, replacement, or repair.
    • Current status of the request.
    • Date on which the RMA request is placed.

    Admin can also create an RMA request for a customer’s order by clicking on the Add new request button.

    The admin needs to specify the reference of an order for which he wants to create an RMA request. On entering the order reference, details order date and price gets displayed.

    36

    When the admin clicks on the Details button, the dispute request form opens on the page where the admin can select the required details and submit the return request.

    37

    Return Request Process

    The admin can see complete details of the request by clicking on the View button.

    42

    A customer receives an email notification when the admin sends a message. Also, the customer can view the message on the RMA Details page.

    43

    Admin can update the status of RMA under the Status tab of the RMA request page.

    44

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

    45

    The customer can view the message, updated RMA status, and updated RMA state on the RMA Details page.

    46

    Upon receiving the package, the admin can update the RMA status. The RMA state gets changed according to the status set by the admin for the particular RMA state.

    47
    48

    Once the admin or employee has updated the RMA status, the customer can view the message, updated RMA status, and RMA state.

    49

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

    51

    Admin can make the full or partial refund for the product and shipping amount. Also, the admin can refund the amount to the customer’s wallet.

    52

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

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    54

    The admin or employee can view a full summary of the request under the Summary tab.

    55

    Front End View

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    RMA Stats

    57

    RMA Stats

    Under RMA Stats, the admin can view requests placed for refund, replacement, and repairment in a day, month, or year.

    Total RMA Status

    Under Total RMA Status, the admin can view:

    • Total number of customers who have placed RMA requests on the store.
    • Total number of refund, replacement, and repair requests placed.

    Product Wise Status

    Under Product Wise Status, the admin can view a list of products for which customers have raised RMA requests.

    Customer Wise Status

    View total requests placed for refund, replacement, and repair by a particular customer.

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

    Support

    For any kind of technical assistance or query, please raise a ticket 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 - 6.0.0

    Supported Framework Version - 1.7.x.x

    . . .
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