Product Return _RMA_ extension

Product Return _RMA_ extension
Magento Product Return Extension
User manual
Magento Product Return
User Manual
Version 1.0
1. Overview ................................................................................................................................ 2
1.1 Extension overview ..................................................................................................... 2
1.2 Processes ...................................................................................................................... 2
2. Integration .............................................................................................................................. 3
2.1 Module integration ........................................................................................................... 3
2.2 Magento Upgrade ............................................................................................................. 3
2.4 Settings ............................................................................................................................. 3
3. ProductReturn (rma) ............................................................................................................... 5
3.1 Screens overview.............................................................................................................. 5
3.1.1 Back office ................................................................................................................ 5
3.1.2 Front office ................................................................................................................ 6
3.3 Product return creation ..................................................................................................... 7
3.3.1 Create a new product return ...................................................................................... 7
3.3.2 Access to Product Return .......................................................................................... 8
3.3.3 Edit Product Return ................................................................................................... 8
3.3.4 Printing & Customer notification ............................................................................ 11
3.4 Customer Side ................................................................................................................ 11
3.4.1 Product return list .................................................................................................... 11
3.4.2 Product Return Request ........................................................................................... 12
4. Additional information ......................................................................................................... 13
4.1 Edit Email Template................................................................................................... 13
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Magento Product Return Extension
User manual
1. Overview
1.1 Extension overview
Product Return extension for Magento is designed to manage Product return requests and
ensure tracking.
Customer can submit a new request, follow Product return progress and print Product
return form.
1.2 Processes
Product return request (from back or
front office)
Create a new product return in
Magento and send an email to the
administrator
Refused
After sale service response
Accepted
Send an email to the customer
Refused
Send an email to the customer.
Customer can print Product return
form
Products delivered
Customer refuses Product return
commitments.
Product works properly. Notify
customer
Customer returns
products
Accepted
Products are being verified
Refused
Accepted
Product has defect. Notify
customer
Create a sale order to process Product Return result. This
orders contains optional fees and can be processed using
Logistic extension (Embeded ERP). Can also create a
credit memo
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Magento Product Return Extension
User manual
Regarding order cancel, process stops after products delivered : you can then create a credit
memo to refund customer.
2. Integration
2.1 Module integration
This extension is compliant with Magento 1.3.2.4
To install extension, process the following steps:
Description
Code
directory
Design
admin
(layout)
Design
admin
(template)
Design
frontend
(layout)
Design
frontend
(template)
Declaration
file
Translation
files
Source
App/code/local/MDN/ProductReturn
Target
App/code/local/MDN
App/Design/adminhtml/default/default/
layout/ProductReturn.xml
App/Design/adminhtml/default/def
ault/layout
App/Design/adminhtml/default/default/
template/ProductReturn
App/Design/adminhtml/default/def
ault/template
App/Design/frontend/default/default/la
yout/ ProductReturn.xml
App/Design/frontend/default/defaul
t/layout
App/Design/frontend/default/default/te
mplate/ ProductReturn
App/Design/frontend/default/defaul
t/template
App/ Etc/modules/MDN_
ProductReturn.xml
app/locale/fr_FR/ProductReturn.csv
App/ Etc/modules/
app/locale/ fr_FR/
Once all files are copied, go back into Magento back office, refresh cache from system >
cache management.
2.2 Magento Upgrade
This extension follows Magento best practice, it means that it doesn’t modify any core files so
you can benefit and install Magento new releases. However, it’s adviced to make some test on
“test server” before install it on a production server.
2.4 Settings
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Magento Product Return Extension
User manual
Note : it is important to set Product Return parameters before using Product Return
Extension.
You can edit Product Return settings from magento Back Office, menu system >
configuration > Product return.
Settings :
- Default validity duration : set the default validity duration for a Product Return (in
days)
- Allow Customer Product Return Request : If enabled, customer can request for
product return from its account
Next, you have to set parameters for email. For each product return status matches an email
template. You can edit email template from Magento backoffice, menu system > email
template.
-
Email new request : Each time a customer submit a product return request, an email
is sent to this address
Copy to : all emails sent from Product Return extension will be also sent to this
address.
Email sender : Identity to use for emails.
Template product return refused : Email sent to customer if its Product return
request is refused.
Template product return accepted : Email sent to customer if its Product return
request is accepted
Template products received: Email sent to customer once its products have been
delivered.
Template products received but refused: Email sent to customer when products
have been delivered but package is refused.
Template expertise products : Email sent to customer when products are being
verified by after sale service
Template Complete: Email sent to customer when Product Return is complete.
Product Return Extension enable to create an order to process Product return result. This is
usefull to manage Product Return in logistic process or bill fees to the customer.
Created order can contain products but also additional fees (such as technical fees). TO
manage those fees, you have to create a “fake product” that will be used in that orders.
Create this fake product using this settings :
- Enabled
- Tax class: standard class
- Visibility : nowhere
- Price : 0
- Stock management : no
- Websites: all
Once this product is created, you have to fill its ID in fake product_id field in system >
configuration > Product return
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Magento Product Return Extension
User manual
You can also define setting for PDF printing:
-
Company address
PDF header text: text displayed in the PDF header
PDF Footer text : text displayed in the PDF footer.
PDF comments : text displayed at the bottom of the PDF
When a Product Return is accepted, Customer has to print form and return products with this
form. However, before printing form, he has to accept Product Return Commitments by
checking a checkbox.
You can fill Product Return Terms and Commitments content from magento back office, in
menu CMS > Static Block and then edit block with cgv_rma identifier.
3. ProductReturn (rma)
3.1 Screens overview
3.1.1 Back office
Product return Extension add 3 entries in Magento back office :
- The first entry is under Sales menu: it displays all product returns.
-
In customer edit sheet, a new tab contains all product return for this customer :
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Magento Product Return Extension
User manual
-
In sales order sheet, a new tab contains all product return for the current order :
3.1.2 Front office
In customer account, a new entry is added to list all customer’s product returns :
From this area, customer can :
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Magento Product Return Extension
User manual
-
Consult product returns list
View product return details and print form
Submit a new product return request
3.3 Product return creation
3.3.1 Create a new product return
Create a new Product return (Solution 1) :
- Select a sales order in magento back office
- Select “product return” tab
- Click on “New Product Return button”
- Fill information (such as Product Return reason)
- Select products to return
- Save
Create a new Product return (Solution 2) :
- Select menu sales > Product return
- Click on “New product return” button
- Select sales order
- Fill information (such as Product Return reason)
- Select products to return
- Save
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Magento Product Return Extension
User manual
3.3.2 Access to Product Return
There are 3 ways to access to an existing Product Return :
-
Select matching sales order, select “Product return” tab and click on the product return
Use search form from menu sales > Product Return
Select matching customer, select “Product return” tab and click on the product return.
3.3.3 Edit Product Return
From the Product Return sheet, you can set the following information :
Field
Reference
Created at
Updated At
Customer
Sales order
Customer phone
Customer email
Customer address
Status
Description
Unique identifier
Creation date (automatically filled)
Update date (automatically filled)
Customer identity
Sales order concerned
Customer email : can be changed
Customer address (if you wish to use another one, you have to
create it in customer sheet)
- Requested : New customer request
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Magento Product Return Extension
User manual
-
Product return accepted : customer can return product.
Product Return refused : customer can not return product
Product received : Product has been received.
Product received but refused : Product has been received
but package doesn’t match to product return terms and
conditions
- Product expertise : Product is being tested
- Complete
Define product return reason :
- Cancel : customer wishes to cancel its order.
- Defect : if product return concerns product that doesn’t
work properly
Reason
Valid until
Product reception date
Product return date
Field
Product
Qty shipped
Qty to return
Comments
Date until customer can print and return products.
Description
Product name
Qty to return, can not be greater than qty shipped
Comments that can be edited by customer to give more information
about the problem.
Field
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Description
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Magento Product Return Extension
User manual
Customer description
Private comments
Public comments
General description filled by customer
Private comments, not visible by customer
Comments that can be edit by administrator and visible for
customer.
Once all product return steps are done, you can finalize product return performing an action to
return product, repaired product or a new one.
Product return extension allow to automatically create a new order : this is usefull to process
return using Embbeded ERP extension or to bill fees to customer.
To create an action, use the form at the bottom of the product return sheet :
Field
Perform an action
Action
Description
To perform action and display form, check this checkbox
- Product Return : return product to customer (if product
works properly or has been repaired).
- Exchange : Exchange product with another one.
- Refund : refund customer for selected products.
Shipping Method
Shipping Costs
Technical costs
Technical costs
caption
Shipping method to use to create order
Shipping costs (without vat)
Technical costs billed to customer (can be null)
Caption that describes technical costs. For example :
- Reparing fees
- Management fees
- …
Payment method
Refund Shipping fees
Back products to stock
Payment method to use to create order
If checked, shipping cost will be refunded within creditmemo
If checked, products will back to stock
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Magento Product Return Extension
User manual
To save data, use “save button” at the top of the screen. If an action has been selected, a new
order is created and is displayed instead of the action form :
3.3.4 Printing & Customer notification
To print a product return form, use “print” button
To notify customer about Product return status, use “notify customer” button.
You can customize email from menu System > Transactional email
3.4 Customer Side
3.4.1 Product return list
Customer can view product return list from it’s account, menu “Product return” :
To view product return information, use “view” link
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Magento Product Return Extension
User manual
From this screen, if product return status is “accepted”, customer can print form and accept
product return terms and conditions.
3.4.2 Product Return Request
If you enabled product return request for customer (can be set in system > configuration >
product return), customer can request for a new product return from their account, in product
return tab.
First, customer has to select sales order that contains product to return :
Then, customer can fill information about product return :
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Magento Product Return Extension
User manual
Once customer submit request, a new product return is created (with “requested” status) and
an email is sent to the after sale service to notify this new request.
4. Additional information
4.1 Edit Email Template
You can customize email sent by product return extension from menu system > transactional
emails
Template name
New product return
request
Product return refuse
Product
return
accepted
Product received
Product received but
refused
Product expertise
RMA Complete
Description
Mail sent to after sale service when a new product return request is
submitted
Mail sent when product return is refused
Mail sent when product return is accepted
Product has been received in after sale service
Product has been received but refused because terms and conditions
not respected
Product is being tested
Sent when product return is complete (when an action has been
performed)
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