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Merchandise returns

A merchandise return (often called an RMA) is a customer's request to send back items from an order - for a refund, a replacement or a repair. Customers file it from their account; staff review and process it in the admin.

Enable returns

Open Settings → Sales settings, tab Merchandise returns.

The Merchandise returns tab of the sales settings with Enable Returns System, number of days, pickup options, and the reasons and actions grids
Settings → Sales settings → Merchandise returns.
SettingWhat it does
Enable Returns SystemShows the return option to customers.
Number of days that the merchandise return is availableThe return window, counted from the order date. 0 means no limit.
Allow to specify return pickup address / dateLets the customer give an address and a date for a courier pickup; the date can be made required.
Merchandise return reasonsThe reasons a customer picks from, for example "Received wrong product".
Merchandise return actionsWhat the customer wants: Repair, Replacement, Store credit...

A return is possible only for items that were delivered, within the window, and for products without Product is not returnable ticked.

How a customer requests a return

In My account → Orders the order details show a return button for eligible orders. The form lists the delivered items: the customer chooses the quantity, a reason and an action for each, and adds a comment.

The storefront form Return item(s) from order #4 with the item, quantity, return reason and action drop-downs and a comments field
The return form on the storefront.

Process a return

  1. Open Sales → Merchandise returns. New requests have the status Pending.
  2. Open the return to see the items, quantities, reason, requested action and the customer's comment.
  3. Set the Merchandise return status as you progress: Accepted, Rejected, Cancelled or Completed. Add a Staff note and an External identifier (your carrier or ERP reference) if you use one.
  4. Tick Notify customer about status change to e-mail the customer when you save.
  5. Refund the money on the order's payment transaction if the action is a refund - the return itself does not move money.
The Merchandise returns list with return 1 for order 4, quantity 1, total 39.00, customer, pending status and date
Sales → Merchandise returns.
Editing merchandise return 1: status Pending, customer comment about a scratched plate, staff notes, and the returned item KB Speaker Stand with reason and action
A return: status, comments and the returned items.

The Merchandise returns notes tab keeps a conversation with the customer; notes marked to display are visible in their account.

Tips and common mistakes

  • If customers say the return button is missing, check that the order is delivered (not just shipped) and within the window.
  • Restock returned items by hand on the product's inventory tab after you inspect them.

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