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Return Management System (possible implementation described)
 
ShopGuy
Guru
 
Total Posts:  462
Joined:  2008-09-07
 

I am in the process of converting a shop to Magento. I just realized that Magento has no return management system. Yes, refunds can be made, but that not is exactly a return management system. And, since refunds / replacements sometimes happen weeks after the customer requests it (as we are waiting for return merchandise), there definitely needs to be a system to handle it all.

Implementation

I recommend a system where when the customer calls up and requests a return / replacement then the store owner creates a “return request”. The return request will have the relevant products from the order and whether they need to be returned or replaced. Furthermore, each product / replacement will have the refund amount and fee information (restocking fee, replacement fee, shipping fee, etc). Then, the customer is given an RMA number which is a unique identifier.

Once the merchandise comes in it then the products in the “return request” can be marked as “received”. Once a refund has been issued, then that product status can be replaced with “refunded”. If it is a replacement, then it will be changed to “replaced”. Once all products have been dealt with then the “return request” status is changed to “completed”

 
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Compuland
Guru
 
Total Posts:  374
Joined:  2009-01-14
Denmark
 
ShopGuy - 16 November 2008 01:00 AM

I am in the process of converting a shop to Magento. I just realized that Magento has no return management system. Yes, refunds can be made, but that not is exactly a return management system. And, since refunds / replacements sometimes happen weeks after the customer requests it (as we are waiting for return merchandise), there definitely needs to be a system to handle it all.


Implementation

I recommend a system where when the customer calls up and requests a return / replacement then the store owner creates a “return request”. The return request will have the relevant products from the order and whether they need to be returned or replaced. Furthermore, each product / replacement will have the refund amount and fee information (restocking fee, replacement fee, shipping fee, etc). Then, the customer is given an RMA number which is a unique identifier.

Once the merchandise comes in it then the products in the “return request” can be marked as “received”. Once a refund has been issued, then that product status can be replaced with “refunded”. If it is a replacement, then it will be changed to “replaced”. Once all products have been dealt with then the “return request” status is changed to “completed”

I second that, we realy need a RMA system

 
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walltoolsllc
Sr. Member
 
Total Posts:  146
Joined:  2008-08-21
 

Bump!  We do need an RMA system.  Where do we log a RMA number?  I can see that we can issue a Credit Memo, but that doesn’t really help until we have received goods.  There is now Return Merchandise system in place as far as I can tell?

 
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ShopGuy
Guru
 
Total Posts:  462
Joined:  2008-09-07
 

The only modification I would suggest is skipping the calling up the store owner part. That wastes valuable resources. Instead, let them request a return direction from their order history. Then allow the store owner to modify, approve, or deny the return based on the store’s return policy. Once approved the customer would be notified with return instructions and an RMA number.

 
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ANDY-UK
Jr. Member
 
Total Posts:  29
Joined:  2009-04-28
 

I could also really do with an RMA system like this.

 
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LostDocs7
Member
 
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Total Posts:  31
Joined:  2008-12-03
 

aheadWorks released new RMA extension: http://www.magentocommerce.com/magento-connect/aheadWorks/extension/5262/rma

 
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Amasty
Mentor
 
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Total Posts:  3988
Joined:  2009-11-10
 

Hi there, you may also consider this module: http://amasty.com/magento-rma.html. The extension offers a great variety of RMA options, making RMA process as easy as it can be:

- Easy RMA request management
- All product types support
- Guest RMA option
- RMA requests per item
- Unlimited custom statuses

Please take a look at the screenshots below to get a proper idea of the extension’s functionality:

Image Attachments
rma-general-settings.pngrma-create-reasons.pngrma-grouped-products-small.pngrma-request-management.png
 
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