DocumentationCommerceStores and Purchase Experience

Returns

Last update: Mon Jul 17 2023 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Beginner
  • Intermediate
  • Admin
  • User

A returned merchandise authorization (RMA) can be granted to customers who request to return an item for replacement or refund. Typically, the customer contacts the merchant to request a refund. If approved, a unique RMA number is assigned to identify the returned product. In the configuration, you can either enable RMA for all products or allow RMA for only certain products. The Returns grid lists the current returned merchandise requests (RMAs) and is used to enter new return requests.

Returns grid {width="600" modal="regular"}

RMAs can be issued for simple, grouped, configurable, and bundle product types. However, RMAs are not available for virtual products, downloadable products, and gift cards.

Column descriptions

Column
Description
Select
Select the checkboxes for the returns to be subject to an action, or use the selection control in the column header. Options: Select All / Deselect All / Select Visible / Unselect Visible
RMA
A unique numeric identifier that is assigned to each return
Requested
Date and time the return was placed
Order
A unique number of the original order
Ordered
The date and time the order was placed
Customer
The name of the customer or buyer who placed the order
Status
Return status. Options: Pending / Authorized / Partially Authorized / Approved / Rejected / Processed and Closed / Closed
Action
View opens the return in edit mode.

RMA and return workflow

  1. Receive request - If enabled for the storefront, both registered customers and guests can request an RMA. You can also submit an RMA request in the Admin.

  2. RMA issued - After considering the request, you can authorize it partially, completely, or cancel the request. If you authorize the return and agree to pay for the return shipment, you can create a shipment order from the Admin with a supported carrier.

  3. Merchandise received and product return processed - The following flow chart describes the operational order to complete the return process:

    Product Return Workflow {width="500"}

RMA status

During its lifecycle, a returned merchandise authorization (RMA) can have many assigned statuses (such as Pending or Authorized). The RMA status indicates the progress of an RMA request raised by the user or the merchant.

Status
Description
Pending
The initial status assigned to an RMA request when it is raised by a user on the storefront or by the merchant in the Admin.
Authorized
This status is assigned to the RMA when all requested items are authorized by the merchant in the Admin for the returns.
Partially Authorized
This status is assigned to the RMA if any of the requested items have been denied and other products are authorized.
Denied
This status is assigned to the RMA if all the requested items are rejected by the merchant in the Admin for the returns.
Return Received
This status is assigned by the merchant to the RMA when the requested items are received from the user.
Return Partially Received
This status is assigned by the merchant to the RMA when the requested items are partially returned and some of the items are denied to process.
Approved
This status is assigned by the merchant to the RMA when the requested items are approved to process further.
Rejected
This status is assigned by the merchant to the RMA when the requested items are rejected to process further.
Processed and Closed
This status is assigned by the merchant to the RMA when all the requested items are approved to process further.
Closed
This status is assigned by the merchant to the RMA when the requested items are denied to process for return.

Create a return request in the Admin

A merchant can create a return request on behalf of the customer from the Admin. Customers can create a return request on the storefront for an Adobe Commerce store.

  1. On the Admin sidebar, go to Sales > Returns.

  2. Click New Return Request.

  3. To create a return request, click an order with a Complete status.

  4. Under the Return Information section, select the Return Items tab.

  5. To add items to return, click Add Items.

  6. Select the checkbox for the required product and click Add Selected Product to returns.

  7. For Requested, enter the number of items to be returned.

  8. Set Return Reason to one of the following:

    • Wrong Color
    • Wrong Size
    • Out of Service
    • Other

    If the reason for the return is different from the listed choices, you can enter your own if you select the Other option.

  9. Set Item Condition to one of the following:

    • Unopened
    • Opened
    • Damaged

  10. Set Resolution to one of the following:

    • Exchange
    • Refund
    • Store Credit

  11. To create a return, click Submit Returns.

    RMA Items Requested {width="600" modal="regular"}

    The newly submitted RMA request appears on the Returns page with a Pending status.

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