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.
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.
|Select||Select the checkbox to select the returns to be subject to an action, or use the selection control in the column header. Options:
|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:
|Action||View opens the return in edit mode.|
Receive request - Both registered customers and guests can request an RMA. You can also submit an RMA request from the Admin.
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.
Merchandise received and return processed - The following flow chart describes the operational order to complete the return process:
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.
|Pending||This is 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.|
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.
On the Admin sidebar, go to Sales > Returns.
Click New Return Request.
Click an order with a
Complete status to create a return request.
Under the Return Information section, select the Return Items tab.
To add items to return, click Add Items.
Select the checkbox for the required product and click Add Selected Product to returns.
For Requested, enter the number of items to be returned.
Set Return Reason to one of the following:
Out of Service
If the reason for the return is different from those listed, you can enter your own if you select the
Set Item Condition to one of the following:
Set Resolution to one of the following:
To create a return, click Submit Returns.
The newly submitted RMA request appears on the Returns page with a