RMA Returns Module

RMA (Return Merchandise Authorisation) is a feature that supports the MODIVO returns handling process.

Thanks to carrier integration, returns can be properly identified and processed in accordance with the procedures applicable within MODIVO Marketplace. As a result, customers can complete returns without the need to print a return label.

RMA is part of the standard MODIVO customer service process and supports the proper handling of returns. It enables the correct assignment of a return shipment to the corresponding order and streamlines the entire process.

The implementation allows selected stages to be automated, increases transparency, and reduces the risk of errors related to the identification of return shipments.

As of 15 May 2026, RMA implementation is mandatory for Partners using selected return methods. Currently, returns can be processed through the following services:

• InPost Parcel Lockers
• DPD Courier
• DPD Pickup

We also plan to make additional carrier options available in the near future.

In addition, on 19 June 2026, new obligations for online stores will come into force as a result of regulatory changes concerning online sales operations and the transparency of purchasing processes. We recommend adapting your operational and technical processes well in advance to meet the upcoming requirements and verifying the accuracy of your return address on the Mirakl platform under Settings > Shop.

What do you gain by enabling RMA?

• Less operational work

A significant reduction in the number of return status inquiries, as customers can track the status of their returns independently through their MODIVO account. A standardized process reduces errors and speeds up handling.

• Valuable data on return reasons

When submitting a return, each customer provides the reason for the return. This gives you access to real customer feedback that helps reduce return rates and improve your product offering.

• Better customer experience

Customers benefit from a simple, transparent, and intuitive return process consistent with the experience they know from MODIVO. Transparency and convenience strengthen trust in the Marketplace system.

• Improved information flow

A consistent return handling standard improves communication and reduces the time required to resolve customer cases.

How does the implementation process work?

Please contact the MODIVO Marketplace team at [email protected] to start the implementation process. Once your request has been submitted, you will receive a link that enables account authorization.

FAQ

What is RMA?

RMA (Return Merchandise Authorisation) is a feature that supports the return handling process for MODIVO Marketplace orders.

How can I request implementation?

Please contact us by email at: [email protected].

When does implementation become mandatory?

Implementation is mandatory from 15 May 2026. In addition, new requirements regarding online sales and the transparency of purchasing processes will come into force on 19 June 2026. Therefore, we recommend implementing the RMA option as soon as possible.

Which return methods are covered by RMA?

Currently, returns can be processed through the following services:

• InPost Parcel Lockers
• DPD Courier
• DPD Pickup

We also plan to make additional carrier options available in the near future.

Can I use only one carrier?

Yes. A Partner may implement only one selected return method and use a single carrier. However, we encourage you to consider offering more than one option to provide greater flexibility and a better customer experience.

Are DPD Courier and DPD Pickup authorized separately?

Yes. In the case of DPD Courier and DPD Pickup, separate authorization is required.

How long does implementation take?

Once authorization and verification have been successfully completed, implementation is carried out automatically and runs daily during nighttime hours.

How does the authorization link work?

The authorization link:

• Is single-use
• Remains active for 5 days from the date it is generated
• Requires a new link to be issued after this period expires

After joining the RMA process, is it still necessary to include return labels?

Initially, it is recommended to continue including return labels for a short period of time. Once the process becomes fully clear and organized, this can be discontinued, and the return policy in the Mirakl panel can be updated accordingly.