How a Strong Return Policy Boosts Sales With Adobe Commerce

Complete Adobe Commerce RMA Tutorial for 2025
December 17, 2025
Category: Adobe Commerce
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Why RMA Matters in 2025 

In modern eCommerce, returns are not a cost center — they are a trust center.
Customers feel confident buying only when returning a product is easy, transparent, and hassle-free.

Return convenience is not an after-sales feature — it is a core sales driver.
Adobe Commerce RMA (Return Merchandise Authorization) provides a structured, customer-friendly, enterprise-level return architecture that supports end-to-end return management.

What is RMA in Adobe Commerce?

RMA (Return Merchandise Authorization) is Adobe Commerce’s built-in system that allows customers to return products for:

  • Refund
  • Exchange
  • Store Credit

When an RMA request is submitted, Adobe Commerce generates a unique RMA number that tracks the entire return lifecycle.

Supported product types include:- Simple, Configurable, Grouped, Bundle

Not supported:- Virtual, Downloadable, Gift Cards

RMA Workflow Overview 

RMA follows a complete end-to-end return process:

  1. Customer submits RMA request
  2. Merchant reviews & authorizes the request
  3. Customer ships the product
  4. Merchant marks the item as Received
  5. Merchant processes the resolution:
    • Exchange → New order created
    • Refund → Credit Memo
    • Store Credit → Credit Memo → Store Credit Balance updated
  6. RMA is closed

RMA Dashboard Explained (Admin View)

Path:- Admin → Sales → Sales → Returns

The RMA dashboard lets merchants view:

  • RMA ID
  • Request date
  • Order details
  • Customer name
  • Status of the RMA
  • Action to open/edit

RMA Status Lifecycle 

Here is what each RMA status means:

  • Pending – RMA created by customer
  • Authorized – All items approved
  • Partially Authorized – Only some items approved
  • Denied – All items rejected
  • Return Received – Items received
  • Return Partially Received – Only part of the returned items received
  • Approved – Approved for final handling
  • Rejected – Rejected after review
  • Processed & Closed – RMA fully completed
  • Closed – Closed without processing

How to Configure RMA in Adobe Commerce

1. Enable RMA in Store Configuration

Path:- Admin → Stores → Configuration → Sales → RMA Settings

Recommended settings:

  • Enable RMA on Storefront: Yes
  • Enable RMA on Product Level: Yes
  • Use Store Address: Yes/No based on return policy

Click Save Config.

2. Enable Shipping Methods for RMA 

Path:- Admin → Stores → Configuration → Sales → Delivery Methods

For supported carriers like FedEx or UPS:

  • Enabled for RMA → Yes

This allows generating return shipping labels.

3. Configure RMA Per Product 

Path:- Admin → Catalog → Products → Edit Product

You can manage:

  • Whether to use global configuration
  • Whether to enable RMA for that specific product

Useful for restricted items (hygiene, clearance, non-returnable products).

Returns Attributes (Custom RMA Fields) 

Adobe Commerce allows adding custom RMA attributes for better insights.
Path:- Admin → Stores → Attributes → Returns

Creating a Custom Attribute (Example: package_condition)

  1. Click Add New Attribute
  2. Enter Default Label
  3. Set Attribute Code
  4. Choose Input Type (text, dropdown, file, image, etc.)
  5. Choose whether value is required
  6. Set validation rules
  7. Enable Show on Storefront
  8. Add dropdown options (if applicable)
  9. Save the attribute

These attributes appear on both:

  • Customer RMA form
  • Admin RMA management screen

How Customers Submit RMA (Frontend Flow) 

Customers can begin an RMA from:

  • My Account → My Orders → View Order → Return
  • Orders & Returns widget
  • Footer return link

Customers can select:

  • Items to return
  • Quantity
  • Resolution (Exchange / Refund / Store Credit)
  • Item condition
  • Return reason
  • Additional comments
  • Contact email

Multiple items can be added to one RMA request.

How Merchants Process RMA (Admin Flow) 

Path:- Admin → Sales → Returns → Open RMA

Exchange Processing 

  • Approve RMA
  • Mark items as Received
  • Create a new replacement order

Refund Processing 

  • Approve RMA
  • Create a Credit Memo
  • Refund to original payment method

Store Credit Processing 

  • Approve RMA
  • Create a Credit Memo and choose Refund to Store Credit
  • Customer store credit balance updates

Advantages of Adobe Commerce RMA

For Merchants 

  • Structured and clear return workflow
  • Reduced manual mistakes
  • Stronger fraud protection
  • Advanced tracking and reporting

For Customers 

  • Smooth and simple return experience
  • Transparent communication
  • Multiple resolution options
  • Store credit option
  • Higher trust and repeat purchases

Final Summary 

Adobe Commerce’s native RMA offers:

  • Simple return request system
  • Flexible resolutions (Exchange, Refund, Store Credit)
  • Full admin visibility
  • Product-level return control
  • Custom return attributes
  • Support for return shipping labels

A smooth return flow directly increases customer trust, retention, repeat purchases, and overall store revenue.

About Evrig Solutions 

At Evrig Solutions, we build high-performance Adobe Commerce & Magento 2 stores designed for scalability, speed, security, and a seamless customer experience.
If you’re facing return-process challenges or want to elevate your post-purchase journey, our team can help you implement a smooth, hassle-free, and conversion-focused RMA system that enhances customer satisfaction, builds trust, and drives long-term revenue.
Ready to streamline your RMA process or improve your Magento store?
Connect us with our experts today.