Returns & RMA: refunds, complaints, guest returns, graded goods & credits

About the Extension

The complete returns, RMA and complaints system for Shopware 6

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.

NEW: warranty profiles – long warranty periods next to the regular return period

• Fixed period or range: e.g. 1095 days, or 1095–1825 days – past the lower end only with your approval.
• Assigned the way you maintain your catalogue: by manufacturer, category, dynamic product group, tag or directly on the product. The most specific assignment wins; on the product the profile can be overridden or set back to the standard period.
• Own period start and approval rule per profile, e.g. “5 years from shipping, always with approval”.
• Take over Shopware's guarantee (GARAN label) – from Shopware 6.6.10.24 and 6.7.14: since these versions you enter the duration of the manufacturer's guarantee in months in the product's “Guarantee (GARAN label)” card. A switch in the plugin settings turns exactly that duration into the warranty period – without any profile. A warranty profile can take the GARAN duration over as well and then uses its own period only for products without one. On older Shopware versions the option is not shown.
• Always traceable: a card on the product and the manufacturer shows which period applies and where it comes from; the Warranty overview lists every product with profile, period and source.
• In the storefront: the return form only offers the request types still open for at least one item, shows “Possible until …” per item and names the end date for expired items.

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: visitors who are not logged in find the entry “Ordered as a guest? Start a return" right in the account menu of the shop header (can be switched off in the settings). The “view order" link in the order confirmation also takes guests to their return in one click – with the order number already filled in. 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.
• Return with partial cancellation invoice: tick items in the order and choose “Return items" – unit price, tax rate, refund amount and an optional shipping share are prefilled and editable. On request a partial cancellation invoice is created right away as a real Shopware document type referencing the invoice number.
• 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

• Every e-mail can be switched off on its own: each return e-mail hangs on a flow of its own. To stop a message, set its flow to inactive in the Flow Builder – no plugin setting needed.
• Fully customisable: change subject, text and layout under Settings → E-mail templates; recipients, conditions (Rule Builder) and further actions such as tags or additional recipients are set in the Flow Builder.
• In the customer's language: customers receive the e-mails in the language of their return – even when the status change is triggered in the Administration.

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)

• 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, dynamic product groups and tags from returns; the storefront shows a subtle note. An exclusion also beats every warranty profile.

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.

Standard API, security & store compliance

Support & further development