+1 (646) (US) +44 (20) (UK) RMA. for Magento 2. Aheadworks extensions for Magento 2

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1 RMA for Magento 2

2 Table of contents: Table of contents:... 2 Reference table... 3 Getting around... 3 Managing RMA requests... 7 Manage RMA... 7 Creating RMA Requests from the Backend... 8 Managing RMA Requests... 9 Adjusting RMA options and settings...11 Statuses and Templates Statuses templates Custom Fields Canned Responses Order Page Improvements...14 Returns Section Extension settings...15 General RMA text blocks and Policy Contacts Notification File Attachments... 16

3 RMA is a communication tool that helps handling product returns: Intuitive RMA submission form; Guest RMA support; Customizable RMA request reasons and options; Two-way notifications on RMA status updates. The extension enhances overall product return experience for both store administrator and customer. Every RMA request has a dedicated chat thread where customer and store administrator can exchange relevant information. Store customers are suggested to provide the relevant information on the returns by filling in the custom fields offered by the store administrator. The following input types are supported: Text Field, Text Area, Dropdown, Multiselect. Moreover, CMS blocks can be put along the way of an RMA process. Store administrator RMA experience is further improved by the GUI aimed to simplify RMA management process and a handy RMA grid with filtering options and adjustable columns for better navigation. Reference table RMA Return Merchandize Authorization; RMA request a customer inquiry on returning the purchased item to the store. Getting around RMA comes ready for work after installation. Once installed the extension adds My Returns tab to the customer account page and Create New Return link to the store footer. Both lead to creating a new RMA request. Along with My Returns section and Create New Return link customers can request an RMA from order details page of My Orders account section.

To ask for an RMA guest customers need to specify an email address which has been used for placing an order

4 If the guest customer checkout is allowed, RMA extension may be set to let guest customers to ask for a return. Guest customers can ask for an RMA by clicking Create New Return link in the store footer. To ask for an RMA guest customers need to specify an address which has been used for placing an order and specify the order number. See how guest RMA form looks like: To request an RMA form My Returns section click button.

5 On the Select order to create RMA screen specify the order you want to request an RMA for. Next, select order item(s) and specify the item quantity (if several). At this very step specify an RMA Resolution - Refund or Replacement - and select Package Condition. These are the Custom Fields that come with RMA extension by default. Later you can add other Custom Fields or edit existing ones at the corresponding section of your store backend. Once done, click button to proceed to the next step.

6 When the items are selected and custom fields are filled in you can add a message to your request, the message will be ed to the store administrator. Both customer and store administrator messages are combined in a chat that can later be seen under an RMA request. See how chat looks like:

Once done, click button to confirm the RMA request. RMA request has been submitted. All the RMA request information allong with the messages thread can later be found under My Returns section.

7 Once done, click button to confirm the RMA request. RMA request has been submitted. All the RMA request information allong with the messages thread can later be found under My Returns section. Managing RMA requests RMA extension introduces its section to the Sales page of your Magento 2 store. Manage RMA This is the main section for managing all RMA requests. The RMA grid can be adjusted according to a particular task: button allows enabling/disabling the grid columns that may be considered relevant or excessive for the current task; button allows sorting RMA requests according to the relevant attributes (date, resolution, status, etc.); button allows saving the current grid look for quick access. Once RMA grid configured store administrator may start managing RMA requests.

8 Creating RMA Requests from the Backend In order to create a new RMA request click the New Request button. The New Request page consists of several sections: General Information. The section allows selecting the order the request to be issued for. Next, for example, you possibly should select the resolution you want to apply and package condition reported by the customer, if you use the above custom field for your request forms. Note: You can create RMA requests for only complete orders. Products. Products are taken from the order you specified above. The Products grid allows you to amend the number of returned items and particular reason to send the item back. You can also remove certain products from the grid if you don't want them to be included in the request. Customer Information. Thу information about the customer is also automatically taken from the order.

9 RMA History. The section allows you to provide a message for the customer or other admins and attach some files if necessary. Messaging is possible in several ways: You can write an individual notification for the customer with the Reply button; You can leave an internal note for other admins. For the purpose, click the Internal Note button. As a result of this, the whole messaging area turns yellow to make you sure that the message is for internal use only. Finally, you can select a canned response and save some time creating the request. In addition to messages, you can also attach some files to the newly created request. As soon as the new RMA request is created you can manage the same as the other request created by customers themselves. Note: Created requests obtain the status specified by general setting for new requests. Managing RMA Requests Click RMA Request ID to proceed to the Manage Request screen. The manage Request looks almost the same way as the New Request form except that it has the Status and Last Update date parameters included. On this page, you can change request statuses and communicate with customers. On this page, you can close, cancel, and approve the request pending an approval. Approving request Let's leave a message and approve the request by clicking button. Now the notifying the customer on the new reply and request status update will be sent. Customer will now have the option to print shipping labels enabled (to be included in the RMA package) and be able to confirm that the package has been sent back to your store.

10 Confirming Package receiving After the request has been approved and customer confirms that the package has been sent back to your store you will need to confirm that the package has been received. Do that by clicking button. Creating a replacement order As soon as the Package Received status is applied you can create a replacement order for the requests asking for a replacement. Issuing a refund For the requests asking for a refund, you can create a credit memo right from the Manage Request page. Closing a request Now, depending on the customer's request type, the RMA request can be either closed by clicking button or refunded by clicking button. Note: The extension does not handle refunding and shipping options. These are to be processed manually by any suitable means.

11 Adjusting RMA options and settings Statuses and Templates +1 (646) (US) As it has been previously mentioned, extension comes set up and ready for work right after installation. However, RMA request statuses and notification s can be adjusted to fit the store workflow. Statuses There are seven RMA request statuses, each defining particular stage of the RMA process. Status Pending Approval Approved Package Sent Package Received Issue Refund Closed Canceled Events Assigned to the new return request automatically Assigned upon store administrator approving an RMA request Assigned upon customer confirming package sending Assigned upon store administrator confirming package receiving Assigned upon store administrator issuing a refund Assigned upon closing a request either by customer or store administrator Assigned upon store administrator cancelling the request templates Depending on the request type it is also possible to send an notification to customer, store administrator or both. Along with defining templates for notifications, it is also possible to edit the request thread message to be displayed upon RMA obtaining particular status. Custom Fields The extension comes with the following pre-defined Custom Fields: Resolution, Package Condition and Reason; that can be edited in Custom Fields tab.

Along with editing the Custom Fields that come with the extension by default you can also create additional Custom Fields depending on the products or services you are offering.

12 Along with editing the Custom Fields that come with the extension by default you can also create additional Custom Fields depending on the products or services you are offering. To create a Custom Field click button: Define name (for internal identification purposes) of the Custom Field and the field type: text field, text area, dropdown, multi-select; Decide if the Custom Field should refer to the RMA request on the whole (as Resolution in the example) or to the order item (as Reason in the example); Set the RMA status at which the store administrator and customer can edit/view the Custom Field; Make the Custom Field required if necessary (customers will not be able to submit a request without filling the Custom Field); Add the Custom Field to the Shipping Label (this may help to identify the parcel); Chose a website the Custom Field should be displayed at. Adjust Custom Field frontend label (name of the Custom Field customers will see). Add options if you want a customer to select from the pre-defined set of attributes. Once done with the Custom Attribute click appear on the RMA request page. button. The Custom Field will be created and

13 Canned Responses The Canned Responses section allows creating fast responses to be used for status updates and other simple messages sent to customers. On the Canned Responses page, you can manage existing responses either individually or massively and create new canned responses. The Select drop-down of the Action column allows you to edit or delete individual responses, while the Actions drop-down leftwards makes it possible to change status or delete several selected responses at once. Creating a New Canned Response In order to add a canned response tap the 'Add Canned Response' button and enter the 'New canned response' page. The page allows you to enable the response, provide its title, Magento store view, and response content. Note: Only enabled responses can be used for your answers.

14 Order Page Improvements Returns Section If you want to see all the RMA requests created for a particular order, you can do this right from the Order View page. The Returns section enumerates all the created requests in the dedicated grid. In order to manage a certain request, you need to click the active link with the ID of the request in the Request # column. The New Return option of the main menu allows creating an RMA request at the spot.

15 Extension settings General General RMA settings are available in Stores > Configuration > aheadworks > RMA backend section. Return Period - defines how many days after placing an order customer can ask for an RMA; Allow guests to request RMA - defines if guest customers can ask for a refund ( and order ID required); "Confirm Shipping" alert text - allows editing "Confirm Shipping" pop up notification; Approve New Requests Automatically - defines if all the incoming requests are approved automatically. RMA text blocks and Policy This settings section allows displaying CMS blocks at specific RMA request steps. Any existing CMS block can be assigned to the corresponding step. Contacts The section defines the RMA department credentials: name displayed, RMA Department , RMA Department address. Notification This settings section allows defining templates for the notifications about new reply by the store administrator to the customer's RMA request (Reply by Admin) and about new reply by the customer to the RMA request (Reply by Customer).

16 File Attachments This settings section makes it possible to allow customers to attach files to their RMA requests. Here you can also specify the maximum size of the uploaded files in Mb and available file extensions. For an in-depth look, visit RMA demo store at the extension s product page. Feel free to contact our support team with any questions: Submit a help desk ticket Call us: US: +1 (646) UK: +44 (20) Created by Alexey Malynow Last edited by Vita Naumenko Copyright 2018 Aheadworks Co.

To configure the extension please go to Stores Configuration Amasty Extensions RMA.

To configure the extension please go to Stores Configuration Amasty Extensions RMA. For more details see the RMA extension page. RMA for Magento 2 Manage product returns and exchanges effectively with the powerful RMA for Magento 2 module. Make these processes simple and enhance your