DocumentationCommerceStores and Purchase Experience

Configure returns

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

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When enabled, RMA requests can be submitted by customers from the storefront. An RMA can be generated only if there is an item in the order that is available for return. Requests to return individual items are managed by the Enable RMA attribute in each product record. By default, the configuration settings are applied to the product (Use Config Settings is selected). If Enable RMA is set to No, the product does not appear in the list of items that are available for return. If you change the Enable RMA setting, it applies to both new and existing orders.

Enable RMAs for your store

  1. On the Admin sidebar, go to Stores > Settings > Configuration.

  2. In the left panel, expand Sales and choose Sales underneath.

  3. Expand Expansion selector the RMA Settings section.

    RMA Settings {width="600" modal="regular"}

  4. Set Enable RMA on Storefront to Yes.

    This setting determines if customers can create and view RMA requests from the storefront. RMAs can be applied to both new and existing orders.

  5. Set Enable RMA on Product Level to Yes.

    This setting determines the behavior for the Enable RMA attribute for individual products on the storefront:

    • When Enable RMA on Product Level is set to Yes, customers on the storefront can return all individual products. It includes both Enable RMA = Yes and Enable RMA = No product attribute values.
    • When Enable RMA on Product Level is set to No, customers on the storefront can return only the products with an Enable RMA = Yes product attribute value.

  6. Set Use Store Address to one of the following values:

    • Yes – Send returned products to the store address.
    • No – Enter an alternate address for product returns.

    RMA Settings with alternate address {width="600" modal="regular"}

  7. Click Save Config.

Configure shipping methods for returns

  1. On the Admin sidebar, go to Stores > Settings > Configuration.

  2. In the left panel, expand Sales and choose Delivery Methods.

  3. Expand the section for the carrier that you want to use for return service, such as UPS.

    Enable RMA service for carrier {width="600" modal="regular"}

  4. Set Enabled for RMA to Yes.

  5. Click Save Config.

Change allowed RMAs at a product level

If you enable RMAs for your store and your catalog contains some products that should not be allowed for return, you can modify the setting at the product level,

  1. Open the product in edit mode.

  2. Scroll down and expand Expansion selector the Autosettings section.

  3. Clear the Use Config Setting checkbox, if needed.

  4. Toggle the Enable RMA setting to No.

    Disable RMA for a product {width="600" modal="regular"}

  5. Click Save.

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