PrestaShop returns and exchanges module (RMA): refunds, store credit and size exchanges

The PrestaShop returns and exchanges module handles each return (RMA) from start to finish: the customer requests it per product from My account or as a guest, with a reason and photos; you approve it, receive the parcel and resolve it with a refund, store credit or size or colour exchange without leaving the back office. Compatible with PrestaShop 9.2 and with PrestaShop 1.7, 8 and 9, with no overrides.

Why PrestaShop's built-in returns fall short

PrestaShop's own returns do not let guest buyers request a return, have no reasons or photos, use the same return window for everything, and the refund is done separately from the order. There is no way to swap a size for another. The result: returns in loose emails and spreadsheets, and customers who do not know where theirs stands.

Returns from My account and for guests

The customer opens "Returns and exchanges" in My account or in the order details and picks the products and units. Guest buyers get in with the order reference and their email, or with the signed link in the emails, without creating an account. One request can include several products, each with its reason, preferred solution, a comment and photos.

Size or colour exchanges with stock

Besides the refund, the customer can choose store credit with a bonus (for example 10% more than the amount) or an exchange for another size or colour of the same product. Only combinations in stock and not more expensive than what they paid are shown; the units are reserved on approval, and the exchange order is created at no cost on resolution.

Return windows, reasons and rules with no coding

Set the days to return from the order status you choose and create rules per product, category, brand, customer group or country, with a different window or no returns. Downloadable and customised products can be excluded. The default reasons (wrong size, defective, arrived damaged, wrong item…) are editable; each one can require a photo or comment and count as the shop's fault, with no return fee.

Approval, return slip and receiving

Approve manually or enable automatic approval by reason and up to an amount. The customer downloads the PDF return slip with the address (one for all countries or one per country), instructions and a barcode; if you pay for shipping, you upload your carrier's label. Each step has its status, with customer email, shop notification, messages, private notes and attachments. On receipt, you mark each unit: back to stock, second hand or discard.

Refund, store credit or exchange in one click, plus reports

On resolution, the module creates the PrestaShop credit slip, the voucher with its bonus and the exchange order. For cash on delivery, the customer gives an IBAN, stored encrypted. Reports show returns by status and reason, the most returned products with their return rate and an alert above the number you set, with CSV export. And with our EU Withdrawal Button module, an approved withdrawal opens the return automatically.

Frequently asked questions about returns in PrestaShop

Can guest buyers return products?

Yes, with the order reference and their email, or with the link in the emails, without creating an account. PrestaShop's built-in returns do not allow it.

How does the size or colour exchange work?

The customer picks another combination of the same product among those in stock and not more expensive than what they paid. The units are reserved on approval and an exchange order at no cost to the customer is created on resolution.

Does it create carrier labels?

In this version the customer gets a PDF return slip with the address, instructions and a barcode. If you prefer to pay for shipping, you upload your carrier's label and the customer downloads it from their account.

How is the money refunded?

The module creates the PrestaShop credit slip, so credit note and e-invoicing modules handle it like a refund made from the order. You send the money back with your usual payment method; for cash on delivery, to the account the customer provides.

Can I stop some products from being returned?

Yes: with rules per product, category or brand you make them non-returnable or give them another window, and downloadable and customised products can be excluded. The customer sees greyed out what cannot be returned.

Does it work with the EU Withdrawal Button?

Yes: with our EU Withdrawal Button module, an approved withdrawal opens the return with its products. Both modules can be bought together in a pack.

Which PrestaShop versions does it support?

PrestaShop 1.7, 8 and 9, up to 9.2, with PHP 7.1 or later. No overrides, multistore-ready and the module is translated into 10 languages.