Magento Enterprise Edition 1.11 introduces return merchandise authorization (RMA) processing functionality. The RMA workflow allows customers to request returns through their My Account, select return reasons and resolutions, and see RMA statuses. Store administrators can approve, receive, and complete RMAs through the Magento backend, integrating returns with order histories and logs. The RMA system is configurable and manages the entire return process from customer request to resolution.

1. Magento Enterprise Edition 1.11RMA Processing – Overview and Screenshots

2. Overview of workflow

3. Enable RMA on Frontend so customers can request an RMA

4. New RMA option on order allows for RMA process to be managed

5. New Return option in My Account

6. Customer enters quantity to return at order item level, plus desired resolution (exchange, refund, store credit)

7. Customer enters condition of item being returned

8. Customer enters reason for return – all these drop-downs are configurable Comment is optional in default theme

9. A completed RMA request in My Account

10. Back-office shows pending and in-progress RMA requests

11. Back-end allows RMAs to be approved, then to mark as received and to complete process – could be store credit, refund, or exchange (via store credit)

12. Key functionalityCustomers (and customer service) can create RMA requestsCustomers can see status of RMA process on their ordersCustomer service can progress RMAs through Magento back-endAll integrated into order history and Magento admin actions log