DocumentationCommerceStores and Purchase Experience

Returns storefront experience

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

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Adobe Commerce feature {width="20"} Exclusive feature only in Adobe Commerce (Learn more)

Customers can use either of the following to request an RMA from the storefront:

As a best practice, make sure to include a description of your RMA requirements and process in the Customer Service policy.

NOTE
If you want to collect additional information related to returns, you can add your own custom returns attributes.

All customer RMA information is displayed on the My Returns page in the customer account dashboard.

My Returns {width="700" modal="regular"}

Request an RMA

The customer completes the following steps on the storefront to submit an RMA:

  1. In the footer, clicks Orders and Returns.

  2. Enters the order information:

    • Order ID
    • Billing Last Name
    • Email

  3. Clicks Continue.

    Orders and Returns {width="700" modal="regular"}

  4. Below the order date, clicks Return.

    Order detail {width="700" modal="regular"}

  5. Chooses the item to return and enters the Quantity to Return.

  6. Sets Resolution to one of the following:

  7. Sets Item Condition to one of the following:

    • Unopened
    • Opened
    • Damaged

  8. Sets Reason to Return to one of the following:

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

    Create New Return {width="700" modal="regular"}

  9. If needed, sets Contact Email Address and Comments.

    note note
    NOTE
    If the order contains several items and the customer wants to return another item, they can click Add Item To Return, select the item, and then set all mentioned options.

  10. Clicks Submit.

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