Known issues - RMA

This section describes the most common issues, and how to repair them:

I can not attach to comments files above some size (1 Mb for example)

This issue appears, when store's PHP engine has too small uploading limit.


Increase post request limits. You can do it in two places - globally, in php.ini. Here is how post parameters should be there:


Or you can do it in .htaccess file, then corresponding expressions should be:

php_value post_max_size 20M
php_value upload_max_filesize 20M

I have RMA and Help Desk installed, and integrated, and suddenly opening of RMA became inaccessible or too slow

This issue appears, when there's infinite cycle of comments. It can occur, when our notifications, send by RMA extension, are fetched by Help Desk. Normally, we prevent it using special header tag "Auto-submitted", but when notification is duplicated as Blind Carbon Copy (BCC), all non-basic headers will be stripped, and message fetched. Then it will trigger "RMA changed" event, and next notification will be sent - duplicated - fetched - and so on, to infinity.


  • Make sure, that RMA -> Settings -> Email Notification Settings -> Send blind carbon copy (BCC) of all emails to does not contain the same mailbox, as one of your Help Desk Gateways (Help Desk -> Dictionaries -> Gateways);
  • Clean [YOUR_PREFIX]m_rma_comment table from auto-responds manually;

Also, check next known issue, as it can be the secondary cause.

I have only RMA installed, and suddenly opening of RMA became inaccessible or too slow

This issue appears, when too many attachments are stored in database.


Make sure, that you have latest version of RMA. If not, upgrade to the RMA 2.4.5.

  • Go to RMA -> Settings -> General Settings -> and set option Store attachments in to Filesystem;
  • Make sure, that subdirectory /media/rma/attachments exists and Magento has the rights to write there;
  • Either clean tables [YOUR_PREFIX]m_rma_attachment and [YOUR_PREFIX]m_mstcore_attachment, or contact Mirasvit Support team for a special script to move attachments from database to filesystem.

When I create customized access to RMA for the staff via System -> Permissions -> Roles it ends with 'Access Denied' for all functions

This issue appears, when you're using very old version of our extension, and installed Magento security patch SUPEE-6788.


Some of older versions (but not all) can be easily fixed with our patch script here:

If this patch did not help, just upgrade to the RMA 2.4.5.

While submitting RMA from frontend, steps are displayed incorrectly.

This issue appears, while Amasty Full Page Cache (AMFPC) is used on the store to cache all frontend pages, including RMA. Display inconsistencies, caused by this, include:

  • RMA allow to create RMA for the same order again ad again
  • When "Create new RMA" issued, an order number requested, but it is not found
  • Customer logs in, and on requesting a return sees as eligible order of other customer
  • When submitting new RMA at a Guest RMA form, totally different order is found
  • When RMA is already created, it does not displayed at Customer's Account My Returns section
  • When RMA is removed, it still displayed at Customer's Account My Returns section
  • When submitting offline RMA, requested items does not displayed properly (images missed, items table at success stage is empty, etc)

Working of AMFPC can be detected at System -> Cache Management, where "Amasty FPC" item appeared under cache types.


Add to the System->Configuration->Amasty Extensions->Full Page Cache->Ignore List new exception line - "/returns/" (without quotes). Then purge all cache.

I had created custom notifications via Workflow Rule, and template in email is doubled (or nested)

This issue can appear, if you copied template entirely to the field Body at Conditions tab of Workflow Rule.


Workflow Rule uses two-step template generation. Base template, set in RMA -> Settings -> Email Notifications Settings -> Template of Rule Notification, contains a special variable {{var email_body}}, that includes to that template contents of Body field.

To customize Workflow Rule template properly, follow these steps:

  • Customize base template - it can be done at System -> Transactional Emails. Create a new template, then in field Template select "RMA - Template of Rule Notification" and press Load Template button. This will load our default template.
  • Make sure, that variable {{var email_body}} is used in your template, give the new template name and save it. Then select newly created template at RMA -> Settings -> Email Notifications Settings -> Template of Rule Notification and save configuration.
  • Place to the Body field of your Workflow Rule only message, that particular customer or staff member shall receive.

I had created notifications via Workflow Rules for specific conditions, but customer receives both standard notificator and my custom one.

Default notifications of RMA are not cancelled by creating Workflow Rule. So notifications doubling is normal behaviour of our extension.


You can use the following workaround to suppress default notifications, if you use custom notifications extensively.

  • Make RMA - Template of Rule Notification template look similar to RMA - Notification Email for Customer template. It can be done at System -> Transactional Emails
  • Create a workflow rule, binded to the New reply for staff event;
  • Set field Send email to customer to Yes in Notifications tab.

The same approach can be used for other email flow - for example, for staff. You need just to use New reply from customer event instead of New reply from staff.

I need to use order number in my custom notification via variable, but it does not displayed for New RMA Notification. For new messages notifications it is shown correctly.

This is because RMA creation is divided into two stages. The first - creation of RMA, increment ID generation and assigning to the customer. And the second one - when orders and items are added to RMA. That's why on New RMA creation stage order ID and other properties can not be displayed.


If you really need to display order ID in notification on New RMA creation, follow these steps:

  • Set RMA -> Settings -> Email Notification Settings -> Template of Notification Email for Customer to Disable these emails. It will effectively disable all notifications to customer;
  • Create two Workflow Rules at RMA -> Workflow Rules:
    • First, binded to the RMA has been changed event (it will be fired immediately after items are added), with additional Condition Status is Pending Approval. In this rule, in Notifications section set option Send email to customer to Yes, and in Subject and Body enter message you need. This will mimic notification on New Ticket Creation stage;
    • Second, binded to New reply from staff. Make similar settings for this rule - it will mimic notification about new staff message arrival.

Please, note, that in Body field you need to enter only message. If you need to have custom template for that emails, you need to override our template RMA - Template of Rule Notification (see above).

I had created a Workflow Rule, that should send notification to customer, but "Send email to customer" is always "No".

This issue can appear due to incorrect upgrade from older versions, or (rarely) due to incorrect installation - during which a "is_send_customer" field was not created.


Execute the following SQL expression using Adminer or other database querying tool:

ALTER TABLE `[MY_PREFIX]m_rma_rule` ADD COLUMN `is_send_customer` TINYINT(1) NOT NULL DEFAULT 0;

Make sure, that you had replaced [MY_PREFIX] placeholder with your actual database prefix.

I had created an "drop-down list" custom variable for RMA, but when I access it via email variables, it return "value1", "value2" and so on.

This issue can appear, if you used for drop-down options setup given example, but modified only one pair of each value.


All options for drop-down list custom fields have format "[ACTUAL] | [DISPLAYED]". First value in this pair - ACTUAL - is the actual value, that will be recorded at the RMA table. It also will be displayed at the Grid, and as a result of email variables. DISPLAYED value is displayed only at RMA editing stage (both frontend and backend). Therefore, to have at the Grid and emails more readable value, you need to use more readable values for options.

I had created custom field for RMA, but when I used them as email variables, they rendered empty.

This issue can appear, when you had used improper custom field call.


Custom fields for RMA can be called in two ways:

  • If Code of variable, found at RMA -> Dictionaries -> Custom Fields -> (Your Custom Field Edit page), is declared in lower case, special variables {{var rma.get[VARIABLE_CODE]}} can be used. E. q. if code is "stage", then variable would be {{var rma.getStage()}};
  • If Code is declared in mixed case (e. q. contains both capital and small letters), then use generic variable {{var rma.getData([VARIABLE_CODE])}}. E. q. if code is "Return_Tracking", then variable would be {{var rma.getData("Return_Tracking")}}.

I had customized email template, but when email is actually sent, styles are broken.

This issue can appear, when third-party extension is used for customizing email templates at System -> Transactional Emails, or {{inlinecss file="email-inline.css"}} variable was used in template.


Variable {{inlinecss}} is translated not by our sending procedure, but by default Magento's template engine. It also used by different third-party extensions for WYSIWYG-styling of templates. Each theme has its own CSS space, but styling picks rather theme's CSS, than base style. Therefore, to resolve just make stylesheets the same in these locations manually:

  • skin/frontend/base/default/css/email-inline.css
  • skin/frontend/YOUR_THEME_PACKAGE/YOUR_THEME/css/email-inline.css