Frequently Asked Questions (FAQ)

Find answers to common questions about installing, configuring, and operating the Webkul Magento 2 Marketplace RMA System extension.

Can a guest user request an RMA without creating an account?

Yes! Guest shoppers can access the RMA Returns link in the storefront footer. By providing their Order ID, and their Email Address they can file cancellations, replacements, or refunds.

When is a customer permitted to cancel an order vs request a refund?

Uninvoiced Orders: If an invoice has not yet been generated for the order, the system defaults to the Cancel Items resolution.
Invoiced Orders: Once the sales invoice is generated, the buyer can select either Refund or Replace.

Can sellers define their own automated workflow rules and fraud limits?

Yes, provided the marketplace administrator has set Allow Seller Workflow Configuration and Allow Seller Fraud Configuration to Yes in global settings. Once enabled, sellers can configure custom auto-approval criteria, hours thresholds, and risk score limits on their own vendor panel.

How does the partial refund mechanism work for marketplace sellers?

During refund processing on the seller dashboard, the vendor selects Partial Amount from the Payment Type dropdown and specifies the exact numerical figure to disburse.

What happens when the allowed days for an RMA request expire?

If the time elapsed since order placement or delivery exceeds the configured Default Allowed Days, the storefront automatically hides the return request interface for that specific order.

How does Fraud & Risk Scoring calculate a customer's risk rating?

The algorithm calculates the number of return requests filed by a customer within a rolling Risk Timeframe (Days). If the total exceeds the Risk Threshold, the customer is classified as High Risk. When Require Manual Review for High-Risk Customers is active, their requests bypass automated rules and mandate human verification.