Returns & RMA: refunds, complaints, guest returns, graded goods & credits
Downloads:
<10
Returns & RMA system for Shopware 6: register returns and complaints in the account or as a guest, book goods receipt, sell graded goods, issue credits, automated by flows and e-mails.
Compatible with:
6.6.0.0 - 6.7.14.2
Includes:
The subscription starts with a free trial month during which it can be canceled at any time.
During the subscription all released updates are included for free
In case you have any questions or problems with your extension you can always ask the Extension Partner for help during the subscription.
Description
Highlights
About the Extension
The complete returns, RMA and complaints system for Shopware 6
The Returns & RMA Manager covers the entire returns lifecycle right inside Shopware – from the request in the customer account or as a guest, through a guided goods receipt with condition check, all the way to credits, graded-goods (B-stock) sales, customer communication and reporting. Instead of a parallel silo, it consistently uses native Shopware mechanisms: DAL entities, the standard Admin API, Flow Builder, mail templates, number ranges, documents and ACL. As a result all data (returns, items, statuses, reasons, resolutions, credits, B-stock …) stays update-safe, reachable via the standard API and automatable with built-in tools. Compatible with Shopware 6.6 and 6.7.
Why this plugin?
- Everything in one place: request, approval, goods receipt, stock booking, credit, B-stock and reporting – without media breaks.
- Ready out of the box: statuses, reasons, resolutions, number range, e-mail templates and flows are created automatically on activation.
- Flexible & translatable: every master-data list is editable in the admin, multilingual and limitable per sales channel / customer group.
- Update-safe & store-compliant: no unnecessary backend routes, clean privileges, private media, sanitized output.
For your customers (storefront)
- Returns in the account: overview of all returns, a detail view per case and an item-accurate form to create a new return. Entry via the account navigation and a “Return / complaint" item in the order history.
- Guest returns without login: verification by order number + e-mail (+ optional postal code). The check never reveals whether an order exists, is short-lived and session-based, and is throttled against repeated attempts.
- View guest returns (no account, no link needed): using the same secure check (order number + e-mail (+ optional postal code)), guests can reach an overview of their returns and the detail page at any time – with status history, messages, attachments and the RMA document. The link in the confirmation e-mail takes guests straight there (with a fresh check; no access without verification).
- Eligible orders only: returns only within the period, for the configured order/payment/delivery states and outside excluded customer groups – the return button only appears for eligible orders.
- Only returnable quantities: already-open returns, excluded items and non-goods positions (e.g. “collect points") are excluded; partial returns are supported.
- Attachments & messages: customers upload photos/PDFs and communicate directly on the return; the chosen reason can show an explanatory description.
- Transparency: status history, released messages, attachments, a highlighted credit box with remaining value and the RMA document download.
For your team (administration)
- Guided workflow: a status stepper plus one clear, contextual “next step" instead of many always-on buttons; the free status change lives in a collapsed advanced option.
- Goods receipt & follow-up – example: 3 items come back. Per position you book the received and the sellable quantity with its condition: 2 go back into normal stock, 1 defective item is recorded as “not sellable" (without increasing stock). Ambiguous cases land in the Follow-up list where you later decide: resell or offer as B-stock.
- Safe, audit-proof stock logic: stock changes only after a confirmed goods receipt and only for the sellable quantity – each booking is protected against double booking by an idempotency key; every stock movement is logged (before → after).
- Returns list in the standard listing: search bar, result count and sidebar filters (status, sales channel, reason, product number, date range), with deep links to order and customer.
- Manual return straight from the order (“Returns" tab): pick items and quantities, the RMA number is generated server-side.
- Fully configurable: create, translate, sort, colour-code and assign request types, reasons, resolutions and statuses per sales channel / customer group. A required comment/attachment per reason/request type is enforced.
Automation: flows & e-mails without setup
On install, a Flow Builder flow is created automatically per return status (currently 14 flows) and linked to 10 editable e-mail templates – for created, approved, rejected, in transit, goods received, under review, completed plus message, staff and credit notifications. Your shop communicates professionally right away without building a single flow. All flows and texts live in the standard (Flow Builder / e-mail templates) and can be freely adjusted; the templates use a modern, table-based layout with a deep link to the return.
Customer ↔ shop: messages & attachments
- Message thread on every return: the customer sees the messages released to them and can reply; internal notes stay internal. A customer reply or a public shop message is delivered by e-mail.
- Attachments from both sides: customers and the shop team upload photos/PDFs (e.g. damage evidence). Files are validated against size and a MIME allow-list (executables and SVG always rejected) and stored as private media; downloads are ownership-checked.
- Staff notification to the admin users on a new return, with a configurable shop team name.
Sell graded goods (B-stock)
Turn inspected returns into revenue: positions booked as sellable are published in a few clicks as a B-stock offer – with its own stock, list (strikethrough) price, condition, defect note and images.
- B-stock is presented as the same product (product number, standard gallery, own SEO-friendly URL) and sold via a dedicated cart line item type that never distorts the normal product stock.
- Maintained directly on the product (“Return conditions" tab) in a table; the form is prefilled from the product (title + list price).
- Manually created offers settle their stock against the product stock and are guarded against negative stock on clearance products.
- Rule Builder & dynamic product group included: a ready-made rule “Cart contains B-stock" and a dynamic product group “B-stock products" ship with the plugin – ideal for shipping rules, promotions or merchandising.
Customer credits
- Account-bound credits as a percentage discount or fixed amount (with currency), optionally with a label, internal note and validity date.
- Applied automatically at checkout as a native credit line item (visible in cart, order and invoice) – no code, no manual entry.
- Partial redemption: fixed amounts keep a remaining balance; every redemption is logged with order, amount and date. Managed on the return and in a dedicated customer tab.
- Guests receive a real voucher code: as guests have no customer account, a guest credit automatically creates a native Shopware promotion with a single-use code, sent by e-mail – the guest enters it at checkout. Registered customers keep the automatic redemption.
Reporting, recommendations & exclusions
- Statistics dashboard: KPI cards (total incl. vs-last-month, open, completed + rate, rejected + rate, avg processing time, credits), range toggle (14/30 days, 3 months), returns-per-day chart, status donut, ranked “top reasons" and “most returned products" (with deep links), resolution split, monthly trend and CSV export.
- Product recommendation on frequent returns: per reason a threshold + a translatable hint (e.g. “we recommend a size smaller") – shown in the buy box once a product reaches enough returns with that reason. Fewer returns, better conversion.
- Exclusions: exclude individual products, whole categories and dynamic product groups from returns; the storefront shows a subtle note.
Statuses, periods & integrations
- Allowed order/payment/delivery states are loaded live from the respective state machine – so custom states from other plugins are recognised automatically.
- Configurable period start: from the order date (default) or from when a chosen status is reached (e.g. delivery “shipped"), read from the Shopware status history.
- Automatic status change (statutory 14-day return right): a return automatically moves to a chosen target status (e.g. “Approved") once a deadline passes. Freely configurable: source status, target status, the reference point (order date or a reached order/payment/delivery status, e.g. delivery “shipped"), extra buffer days (delivery time) and the number of days – all per sales channel. A scheduled task (hourly) runs it.
- Bundle integration: when the Onlineschmiede Bundle plugin is active, choose whether only the whole bundle or individual bundle items can be returned.
Details
- Available: English, German
- Latest update: 24 September 2026
- Publication date: 25 September 2026
- Version: 1.3.0
- Category: Checkout / Cart process
Resources
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About the Extension Partner
Onlineschmiede
Partner Status
-
Shopware
Silver Partner -
Shopware
Extension Partner
Details
- Partner since: 2023
- Extensions: 21
- Certifications: 6
Support
- Based in: Austria
- Speaks: German, English
- Response time: Very quickly
Shopware 6 certified
This Extension Partner has been certified by our Academy for Shopware 6.