Magento Commerce, 1.14.x

Magento 1.x Software Support Notice
For Magento Commerce 1, Magento is providing software support through June 2020. Depending on your Magento Commerce 1 version, software support may include both quality fixes and security patches. Please review our Magento Software Lifecycle Policy to see how your version of Magento Commerce 1 is supported.

Managing RMA Requests

According to the RMA logic in Magento, you can change the status values of items in the RMA request, and the status of the request changes correspondingly.

To ensure that RMAs work correctly, do not issue refunds without completing a corresponding RMA request. Otherwise, the available quantities of the products might be counted incorrectly.

Manage RMA
Manage RMA

To manage an RMA request:

1. On the Admin menu, do one of the following:
  • Select Sales > RMA > Manage RMA.
  • Select Sales > Orders. Open the order, and select the RMA tab.
  • Select Customers > Manage Customers. Open the customer record, and select the RMA tab.

An RMA request is placed.

2. Do one of the following:
  • Action Resolution




    You can create a credit memo for the original order (having selected to refund to store credit and excluded the shipping costs from the refund), and create a new one for the exchange items.

    Alternatively, if the products you send in exchange are identical to those that were originally ordered, you can simply send the exchange products to the customer, outside of Magento. But in this case the shipment cost will not be included in the Shipment report in Magento.


    Refund Create a credit memo for the refunded items in the original order. You need to decide whether the shipping charges for the original order will be refunded.

    You can refund the original payment method or refund to store credit.