An RMA (Return Merchandise Authorization) allows BlackSpace customers to request a return, replacement, or refund for a product they’ve purchased from your store if your policy allows. Whether it’s due to a defect, damage during shipping, or a change of mind, RMA settings help streamline the return process and set clear expectations between you and your customers.

As a seller, you can customize how RMAs are handled in your store. There are two ways to manage RMA settings:

• Global RMA Settings (For All Products): Use this option to apply the same return and warranty settings across your entire store. It’s a great time-saver if most of your products follow the same policy.
• Individual Product RMA Settings: This option allows you to override your default settings and create custom return and warranty options for specific products. Ideal for items that have unique terms or handling requirements.

By setting up RMAs, you give your customers confidence when purchasing from your shop, while keeping the process organized and easy to manage on your end.

Setting up an RMA for all products

1. Label
   1. Assign the label your customers will see (default is “Warranty”).
   2. Change it to anything that fits your store’s branding.
2. Type
   1. No Warranty – no further options appear.
   2. Warranty Included
      • Define the warranty Length, Value, and Duration.
      • Choose either a Limited‑Time warranty or Lifetime.
      • If you select Lifetime, the Value and Duration fields will hide automatically.
   3. Warranty as Add‑On
      • Enable customers to purchase extra coverage.
      • Set the Add‑On Price and Add‑On Duration.
3. Refund Reasons
   1. Review the default list of reasons provided by the BlackSpace team.
   2. Check the boxes next to each reason you want to offer.
4. RMA Policy
   1. Edit the default return and warranty policy.
   2. Write a custom policy that matches your store’s terms and customer expectations.
5. Click Save Changes to apply your RMA settings.

Setting up an RMA for individual products

In addition to global RMA settings above, you can customize RMA options for a specific product. From your Seller Dashboard > Products, and choose the product that you want to set the RMA policy for.

Click “Edit” then scroll down to the “RMA Options” section and check the box labeled “Override your default RMA settings for this product”.

Once checked, the same fields available in the global settings outlined above will appear, but these changes will apply only to that specific product.

Managing customer RMA requests

To view and manage your customer’s RMA requests, go to your Seller Dashboard > Return Requests and click on “Manage” under the request you’re working on.

You’ll have the ability to chat with the customer, take action on the request, and update its status. Available RMA statuses include:

• New: A new request has been submitted.
• Processing: You’re working on the request, and the customer will see it as “Processing.”
• Completed: The request has been fully resolved.
• Rejected: You’ve decided not to approve the request.
• Reviewing: The request is under review, and you haven’t made a final decision yet.

What your customers will see

Based on the settings you and the BlackSpace team have configured, customers will be able to see warranty options during checkout. If you’ve selected Warranty Included, the warranty duration will be pre-set and displayed as part of the product. If you’ve chosen Warranty as Add-On, customers will have the ability to select an extended warranty for an additional fee.