Returns Management (RMA) System for E-Commerce

Developing Returns (RMA) System for E-commerce

RMA (Return Merchandise Authorization) — formalized return and processing workflow. Without system, returns handled manually via email, get lost, delayed, cause dissatisfaction. Takes 5–8 business days.

Business Logic

Fix return rules:

• Return request deadline (14 days per RF law; store can extend)
• Returnable product categories (software, underwear, personalized — not returnable)
• Return reasons (defect, wrong size, wrong item, changed mind)
• Compensation: refund / exchange / store credit
• Shipping requirement or photo enough

Data Schema

CREATE TABLE returns (
    id BIGSERIAL PRIMARY KEY,
    rma_number VARCHAR(20) UNIQUE NOT NULL,
    order_id BIGINT REFERENCES orders(id),
    user_id BIGINT REFERENCES users(id),
    status VARCHAR(30) DEFAULT 'pending',
    reason VARCHAR(50) NOT NULL,
    comment TEXT,
    resolution VARCHAR(20),
    refund_amount NUMERIC(12,2),
    created_at TIMESTAMP,
    resolved_at TIMESTAMP
);

CREATE TABLE return_items (
    id BIGSERIAL PRIMARY KEY,
    return_id BIGINT REFERENCES returns(id) ON DELETE CASCADE,
    order_item_id BIGINT REFERENCES order_items(id),
    quantity INT NOT NULL,
    condition VARCHAR(30),
    photos JSONB DEFAULT '[]'
);

Return Request Form

Buyer fills form in cabinet. Steps:

1. Select order → select items and qty
2. Specify reason per item
3. Upload photos (if required)
4. Choose compensation type
5. Confirm and get RMA number

Photo Upload

Photos confirm condition, needed for defect/damage returns. Upload via S3:

public function uploadPhoto(Request $request): JsonResponse {
    $request->validate([
        'photo' => 'required|image|mimes:jpeg,png,webp|max:5120',
    ]);

    $path = $request->file('photo')->store('returns/photos', 's3');
    $url = Storage::disk('s3')->url($path);

    return response()->json(['url' => $url]);
}

Max 5 photos, each to 5MB. Preview displays after upload.

Admin Processing

Manager sees queue with filters. Per request actions:

• Approve — send return instructions
• Reject — required comment
• Mark received — start quality check
• Process refund — via payment provider, status resolved

Auto-Approval Rules

Lower support load — auto-approve rules:

public function shouldAutoApprove(Return $return): bool {
    return $return->order->total <= 2000
        && $return->reason === 'not_suitable'
        && $return->created_at->diffInDays($return->order->delivered_at) <= 14;
}

Refund Processing

Via payment provider API. For ЮKassa:

$client = new \YooKassa\Client();
$client->setAuth($shopId, $secretKey);

$refund = $client->createRefund([
    'payment_id' => $order->payment->yookassa_payment_id,
    'amount'     => ['value' => $return->refund_amount, 'currency' => 'RUB'],
    'description' => "Return RMA #{$return->rma_number}",
]);

Partial return (subset of items) supported — refund_amount calculated with proportional discount.

Return Analytics

Admin report: return % by category, top reasons, avg processing time, total refunded. Identifies systemic issues: if product returns > 15% — check description/photos/quality.