Troubleshooting Guide

This guide assists store administrators, marketplace sellers, and support teams in diagnosing and resolving common operational issues encountered with the Webkul Magento 2 Marketplace RMA System extension.

1. Customers Cannot See the Option to Request RMA

Symptom

When navigating to their customer dashboard or order history, buyers do not see the Request New RMA option or the button is absent.

Diagnostics & Solutions

  1. Verify Module Status: Navigate to Stores > Configuration > Webkul > Marketplace RMA System and confirm that Enable Module is set to Yes.
  2. Check Allowed Return Window:
    • Inspect the Default Allowed Days setting in module configuration.
    • If the duration between order placement (or delivery) and the current date exceeds this number, Magento automatically suppresses the return link.
  3. Clear Magento Caches:
    php bin/magento cache:flush

2. Emails Not Being Sent or Received

Symptom

Neither the customer, the seller, nor the administrator receives email notifications when a new RMA is filed, messages are sent, or statuses are updated.

Diagnostics & Solutions

  1. Verify Configured Email Addresses:
    • Check Admin Email under General Settings.
    • Check the Manager Email(s) field under Automated Workflow Settings.
  2. Verify Email Template Selection:
    • Ensure that valid transactional templates are selected for New RMA Template, Update RMA Template, and RMA Message Template.
  3. Check Magento Cron Status: Magento dispatches transactional emails asynchronously via cron. Verify that the cron runner is functioning on your server:
    php bin/magento cron:run

3. "Not Delivered" and "Delivered" Options Missing in RMA Form

Symptom

The customer only sees "Not Delivered" in the Order Status dropdown, or neither option appears when filing an RMA.

Diagnostics & Solutions

  1. Check Order Shipment Status:
    • In Magento 2, delivery-dependent options dynamically key off shipment generation.
    • If the shipment for the sales order has not yet been created, the system defaults to Not Delivered.
    • Once the seller or administrator generates the shipment in the backend panel, both Delivered and Not Delivered options become available.

4. Refund/Replace Options Not Showing for an Order

Symptom

The buyer is only able to select "Cancel Items" and cannot choose "Refund" or "Replace".

Diagnostics & Solutions

  1. Check Invoice Status:
    • The Marketplace RMA System enforces statutory e-commerce logic:
      • Uninvoiced Orders: Only Cancel Items is permitted.
      • Invoiced Orders: Refund and Replace become active.
  2. Action Required: If the buyer has already paid and is entitled to a replacement or refund, verify whether an invoice exists for the order in Sales > Invoices. Generate the invoice to reveal the Refund/Replace choices.

5. Seller Cannot Process Online Refunds

Symptom

When attempting to issue a refund from the vendor panel, the Refund Online button is disabled, greyed out, or throws an error.

Diagnostics & Solutions

  1. Payment Gateway Capability: Confirm whether the original payment method (e.g., Stripe, PayPal, Braintree) supports online refund API calls.
  2. Seller Permissions: Ensure the marketplace administrator has granted sellers permission for order management.
  3. Inspect Payment Logs: Review var/log/system.log and var/log/exception.log for API rejection codes from the payment provider.

6. High-Risk Customer Bypasses Automated Approval

Symptom

An RMA request that satisfies all Auto-Approve rules is not automatically approved and remains in Pending status.

Diagnostics & Solutions

  1. Check Customer Fraud Status:
    • Under Stores > Configuration > Webkul > Marketplace RMA System > Fraud & Risk Scoring, review the Risk Threshold and Risk Timeframe.
    • If the customer has exceeded the allowable return frequency, the system classifies them as High Risk.
  2. Review Manual Review Setting:
    • If Require Manual Review for High-Risk Customers is set to Yes, the automated rules engine intentionally skips auto-approval to prevent fraud. An administrator or seller must manually approve the request.