Enter a Reason When Rejecting a Return in RMA Pro

Updated September 20, 2026

An RMA rejection reason explains why an administrator declined a return after reviewing the request or returned items. RMA Pro requires this reason when a return is changed to Rejected, saves it separately from Customer Notes, and makes it available to rejection email templates. You can also add optional photos or documents as rejection evidence.

How to enter an RMA rejection reason#

1. In WordPress, go to RMA Pro > Requests.
2. Open the return request that needs to be rejected.
3. Select Rejected from the Status field and choose Apply Status.
4. Enter a clear customer-facing explanation in Reason for rejection.
5. If useful, select one or more files under Rejection evidence.
6. Choose Reject return.

RMA Pro validates the reason before changing the status. A blank reason leaves the return unchanged. Once accepted, the reason is saved on the RMA, added to its activity history, and available when rejection notifications are generated.

What happens while the rejection is processed?#

After you choose Reject return, the rejection window remains open and its controls are temporarily disabled. When evidence files are included, a progress bar shows the browser upload progress. Keep the page open until RMA Pro finishes the status change and prepares the customer email.

Once the files have uploaded, the message changes to explain that RMA Pro is finishing the rejection and sending the email. The return page refreshes automatically when processing is complete. Closing the window or leaving the page during processing displays a browser warning because the request may still be running.

If the browser cannot complete the request, the rejection window remains open and the fields are unlocked so you can check the connection and try again. Do not open another tab or submit the rejection a second time while the progress message is active.

Add rejection evidence to the customer email#

Rejection evidence is optional and is available when rejecting an individual return. You can upload:

• up to five files;
• JPG, JPEG, PNG, GIF, WEBP or PDF files;
• files no larger than 5 MB each;
• a combined upload no larger than 15 MB.

The files are validated, saved with the RMA in its evidence storage, and listed separately as Rejection evidence uploads on the administrator record. Files uploaded during the rejection are attached directly to the enabled customer rejection email, including a rule-specific rejection email where one applies. They are not exposed through a new public evidence link.

The evidence retention period configured in RMA Pro also applies to these files. Email providers and recipient mailboxes can impose their own attachment limits, so reduce the number or size of files if delivery fails.

Add the RMA rejection reason to emails#

Use the {{reject_reason}} placeholder in an administrator or customer Rejected email template. A typical section is:

<p><strong>Reason for rejection:</strong><br>{{reject_reason}}</p>

New default rejection templates include this placeholder. Existing customised templates are not overwritten during an update, so add the placeholder manually if the reason does not appear in an email.

Customer Notes remain separate#

The rejection reason does not replace or reuse Customer Notes. Saving Customer Notes does not satisfy the rejection requirement, and an older customer note cannot accidentally become the reason for a later rejection.

Use one reason for a bulk rejection#

1. On RMA Pro > Requests, select the required returns.
2. Choose Reject under Bulk Actions and select Apply.
3. Review the warning, enter the shared rejection reason, and choose Reject selected returns.

The same reason is saved to every selected return. Bulk rejection does not accept evidence files. Process returns individually when customers need different explanations or supporting evidence. Returns that are already completed, cancelled, or rejected are skipped by the bulk action.

Important effects of rejecting a return#

• The return becomes a closed Rejected record.
• Enabled administrator and customer rejection notifications are generated.
• New rejection evidence is attached to the customer notification only.
• A linked held exchange order can be cancelled for exchange or mixed-resolution returns.
• The saved reason and evidence remain visible on the RMA record until the evidence retention process removes eligible files.

Rejecting the RMA does not replace any separate WooCommerce order work that the merchant may need to complete. See the WooCommerce order management documentation for general order-status and order-note guidance.

Why is the RMA rejection reason missing from an email?#

• Confirm that the Rejected email template contains the exact {{reject_reason}} placeholder.
• Check both the main Rejected template and any rule-specific email override that matched the return.
• Confirm that the relevant administrator or customer rejection email is enabled.
• Save the email settings and use the email test tools where appropriate.

Why was rejection evidence not attached?#

• Confirm that the customer Rejected email is enabled and that the evidence was selected in the rejection window before choosing Reject return.
• Check that every file uses a supported format and remains within the individual and combined size limits.
• Review the RMA activity log for the evidence upload and customer email result.
• Check any mail delivery service or recipient mailbox attachment limit.
• Reject the return individually because bulk rejection cannot attach evidence.

Why did the return remain unchanged?#

RMA Pro will not apply Rejected status when the reason is blank or an evidence upload fails validation. Reopen the rejection window, enter a meaningful reason, correct any file warning, and submit it again. If the form still does not complete, refresh the page, confirm that RMA Pro 2.9.8 or later is active, and check that the administrator has permission to manage WooCommerce.