After July 2021, the 2.3.x release line will no longer receive quality updates, or user guide updates. PHP 7.3 reaches end of support in December 2021 and Adobe Commerce 2.3.x reaches end of support in September 2022. We strongly recommend planning your upgrade now to Adobe Commerce 2.4.x to help maintain PCI compliance.

RMA Customer Experience

The information on this page is intended for Adobe Commerce 2.3 customers who are on an extended support contract. The Adobe Commerce Merchant Documentation for current releases is published on the Adobe Experience League.
Magento Commerce only. 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.

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

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. To identify the order, enters the order information:

    • Order ID
    • Billing Last Name
    • Email
  3. Clicks Continue.

    Orders and Returns

  4. Below the order date, clicks Return.

    Order detail

  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

  9. Clicks Submit.