Making Returns Easy for Merchants and Their Customers


No business likes dealing with returns and exchanges, so Magento has made the process easy and efficient for our merchants with the new return merchandise authorization (RMA) process introduced in Enterprise 1.11. The Magento RMA system is completely configurable to suit each merchant’s order system , product and business process requirements.

The RMA process can be configured to manage simple, grouped, bundled or custom configured products and RMAs can be tracked by product, order or customer. Merchants can decide if they want to enable partial returns for a product or order and they can customize the resolution options (full refund, exchange, store credit…). The merchant can also keep track of data for overall returns for the entire store and they can (internally) authorize partial returns in order to properly track incomplete or problem returns.

The Magento RMA feature provides the option for the merchant to make the RMA process self-service for the customer or merchant managed from the backend (customer must call or submit a request). Once an RMA has been initiated, the merchant has their choice of the method and frequency of interaction they have with the customer. For example, merchants can establish a schedule of customer emails to keep them informed of the status of the return/exchange. The merchant can also enable customer interaction such as uploading photos of defective items.

The RMA feature allows the merchant to tie the process to their own shippers and shipping policies and to also designate a third party logistics center for returns if necessary.

Returns are not something a company wants to spend a lot of resources managing, so Magento makes the process as simple and seamless as possible.