How to Configure RMA Pro Return Rules

Updated September 20, 2026

RMA Pro return rules let you apply a consistent returns policy to the orders that meet conditions you choose. Use the Rule Builder to control outcomes such as automatic approval, evidence requirements, available return and refund methods, or blocked returns without changing each request by hand.

Before you configure RMA Pro return rules#

• Decide which customer or order scenario the rule should cover, for example a final-sale product, an overseas order or a faulty-item return.
• Make sure the related resolutions, return methods and email templates are already configured.
• Start with one narrow test rule so you can confirm the customer-facing result before adding broader policy rules.

How to configure RMA Pro return rules#

1. In WordPress admin, open RMA Pro and go to the Rules or Rule Builder settings area.
2. Select Add Rule, give the rule a clear name, and enable it.
3. Set its priority. Lower numbers run first. Where rules have the same priority, RMA Pro uses the rule name to keep the order predictable.
4. Add the IF criteria that define when the rule applies. Choose only the conditions needed for this policy.
5. Choose the THEN actions. For example, you can require evidence, limit the available resolution or return methods, show a customer message, automatically approve the request, or block the return.
6. Save the rule and test it with an order that matches its criteria.

Choose clear criteria#

Use criteria that describe a real policy boundary. RMA Pro can evaluate order, item and customer context, including products or categories, order value, return reasons, shipping zones and selected metadata where configured. Avoid combining unrelated conditions in one rule when separate rules will be easier to maintain.

Set safe actions#

Actions change what a customer can do in the returns portal. A rule can make a process faster by automatically approving a straightforward request, or more controlled by asking for evidence and restricting the return options. Use a clear customer message whenever a rule blocks a return so the shopper understands the next step.

RMA Pro return rules priority and stop processing#

RMA Pro evaluates enabled rules from the lowest priority number upwards. Some actions use the first matching rule that supplies that setting, so put exceptions above broad policy rules. If you enable Stop processing following rules, no later rules are evaluated once that rule matches.

For example, place a rule that blocks final-sale items above a general rule that automatically approves standard returns. Enable stop processing on the final-sale rule only when you want that exception to prevent all later rules from applying.

Test a rule before relying on it#

1. Create or use a test order that matches the rule.
2. Open the customer return flow and select the relevant item and reason.
3. Check that the available options, customer message and evidence fields match the intended policy.
4. Repeat with a similar order that should not match the rule.
5. Review the resulting RMA record to confirm the expected rule was applied.

When testing return processes, it is also useful to review WooCommerce’s guidance on managing orders so your test orders and fulfilment workflow remain clear.

Troubleshooting RMA Pro return rules#

The wrong outcome is applied#

Check the rule priority first. A broader enabled rule may match before the intended exception. Also check whether an earlier matching rule uses stop processing.

The rule does not appear to run#

Confirm that it is enabled, its criteria match the order and selected return items, and that the relevant resolution or return method is enabled in RMA Pro settings. Test with a newly created request after saving the rule.

A customer cannot see an expected option#

Review any matching rule that restricts refund methods, return methods or resolutions. A rule can deliberately limit options that are otherwise available globally.

Good practice for RMA Pro return rules#

• Use descriptive names such as “Final sale – block return” or “Faulty item – require evidence”.
• Keep exception rules above general rules.
• Test both a matching and non-matching order after every change.
• Review rules after changing your returns policy, shipping zones, product catalogue or available return methods.