Magento Commerce, 1.14.x
Customer RMA Requests

RMA requests can be created only for an order with a shipment record. Both account-holding customers and guests can make RMA requests. When the request is saved, it appears in the My Returns section of the customer account. The request cannot be edited, but comments can be added. New RMA requests have a status of “Pending.” When the status changes, it is reflected in the customer’s account.

To access an RMA from a customer account:

1. Log in to the customer account. Then in the panel on the left, select My Orders.
2. Find the order with the items to be returned, and click the View Order link.
3. In the upper-right corner, click the Return link.
Return Link
Return Link
4. By default, each return product a customer must complete the following fields. To add more fields, see: RMA Item Attributes.
  • Quantity to Return The quantity of the product items that a customer wants to return. For complex products this field does not appear. The customer specifies the quantity to return for each simple product in the Item field.
    Reason to Return By default, the following values are available: Wrong Color, Wrong Size, Out of Order, and Other. If Other is selected, the additional text field appears for specifying the reason.
    Desired Resolution The way the customer wants to resolve the situation. By default, the following values are available: Exchange, Refund, Store Credit.
    Item Condition By default, the following values are available: Unopened, Opened, and Damaged.

To add more products to the return request, click the Add Item to Return link in the bottom of the page.

5. When complete, click the Save button to submit the request.
RMA Request
RMA Request