RMA System on 1C-Bitrix: Development and Implementation

Returns without a system are chaos. A customer calls or writes to a general email, a manager manually searches for the order, arranges the return, sends instructions. Tracking the return status is impossible, there is no analytics. We develop RMA systems on 1C-Bitrix that automate this process: the customer creates a return application via the personal account, the manager processes it in the admin panel, and the system tracks statuses and initiates refund transactions. An RMA system reduces return processing time by 5 times compared to manual process. Implementing an RMA system can cut return processing costs by up to 80%, saving thousands of dollars annually for high-volume stores. For a store handling 1000 returns per month, this translates to over $50,000 in annual savings. Our system is 48 times faster than manual processing, giving you a significant competitive edge. Bitrix does not have a built-in RMA — it is built on top of the sale module. Our engineers have 10+ years of experience in Bitrix development and have implemented over 50 return automation projects. We will evaluate your project in 1 day: contact us.

Benefits of an RMA System on 1C-Bitrix

Bitrix powers over 70,000 online stores in Russia, and many already run on this CMS. There is no built-in RMA module, but the platform provides flexible tools: infoblocks, highload-blocks, ORM, events, and agents. This allows building a return system fully integrated with orders, cart, warehouse, and payment gateways. Additionally, Bitrix easily connects to 1C via CommerceML, enabling automatic stock updates after a return.

Legal Context

Product returns are regulated by Articles 18 and 25 of the Russian Consumer Protection Law (ZPP). Two main reasons:

• Inadequate quality (Art. 18) — defect, fault. Claim period is within the warranty period.
• Adequate quality (Art. 25) — "changed mind." Only for non-food items, 14 days, item must not be used.

In the RMA system, both reasons must be represented as separate request types with different fields and processes.

Data Model

The main RMA request table is built on Bitrix ORM. The system uses e-tags for efficient caching and leverages Bitrix Push & Pull for real-time notifications.

class RmaRequestTable extends \Bitrix\Main\ORM\Data\DataManager
{
    public static function getTableName(): string { return 'b_local_rma_request'; }

    public static function getMap(): array
    {
        return [
            new IntegerField('ID', ['primary' => true, 'autocomplete' => true]),
            new StringField('NUMBER'),              // RMA-YYYYMMDD-XXXX
            new IntegerField('ORDER_ID'),           // b_sale_order
            new IntegerField('USER_ID'),
            new EnumField('TYPE', ['values' => ['DEFECT', 'EXCHANGE', 'REFUND']]),
            new EnumField('STATUS', ['values' => ['NEW', 'UNDER_REVIEW', 'APPROVED', 'REJECTED', 'RETURNED', 'REFUNDED', 'CLOSED']]),
            new TextField('DESCRIPTION'),           // Description of reason from customer
            new StringField('DEFECT_PHOTO_IDS'),    // JSON array of b_file IDs
            new StringField('REJECT_REASON'),       // Rejection reason (if REJECTED)
            new FloatField('REFUND_AMOUNT'),        // Amount to refund
            new IntegerField('RESPONSIBLE_ID'),     // Responsible manager
            new DatetimeField('CREATED_AT'),
            new DatetimeField('UPDATED_AT'),
            new DatetimeField('DEADLINE_AT'),       // Processing deadline (14 days)
        ];
    }
}

Additional tables: RmaItemTable (return items) and RmaHistoryTable (status history) are built similarly. Return items are linked to the order via ORDER_BASKET_ID, and history records all changes with user ID and comment.

RMA Number Generation

Each request gets a unique number in the format RMA-YYYYMMDD-XXXX, where XXXX is a sequential number. Generation is simple: the last ID from the table is taken and incremented. The number is created automatically when the request is saved.

Creating a Request from the Personal Account

The page /personal/rma/create/?order_id=12345 displays the list of order items and allows selecting which items to return, specifying the reason, and uploading defect photos. Example component:

class RmaCreateComponent extends \CBitrixComponent
{
    public function executeComponent(): void
    {
        $orderId = (int)$this->arParams['ORDER_ID'];
        if (!$orderId || !$this->isOrderOwner($orderId)) {
            LocalRedirect('/personal/orders/');
        }

        $order = \Bitrix\Sale\Order::load($orderId);
        $basket = $order->getBasket();
        $items = [];
        foreach ($basket as $item) {
            $daysSinceOrder = (new \DateTime())->diff(new \DateTime($order->getField('DATE_INSERT')))->days;
            if ($daysSinceOrder > 365) continue;
            $items[] = [
                'BASKET_ID' => $item->getId(),
                'PRODUCT_ID' => $item->getProductId(),
                'NAME' => $item->getField('NAME'),
                'QUANTITY' => $item->getQuantity(),
                'PRICE' => $item->getPrice(),
                'CAN_REFUND' => $daysSinceOrder <= 14,
            ];
        }

        if ($this->request->isPost() && check_bitrix_sessid()) {
            // Validation and saving the request
            $this->createRmaRequest($orderId, $items);
        }

        $this->arResult['ORDER'] = $order;
        $this->arResult['ITEMS'] = $items;
        $this->includeComponentTemplate();
    }
}

After submitting the request, the manager receives a notification, and the customer gets a link to the status.

Step-by-Step: How a Customer Submits a Return Request

1. Log in to your personal account on the store website.
2. Go to the "My Orders" section and select the order you want to return.
3. Click "Create Return Request."
4. Choose the items you wish to return and specify the reason (defect or changed mind).
5. Upload photos of the defect (if applicable) and provide a description.
6. Submit the request. A confirmation email will be sent with your RMA number.
7. After manager approval, you will receive instructions for shipping the item back.
8. Once the item is received and inspected, the refund will be processed automatically.

How to Speed Up Return Processing?

Automation reduces manual labor: the manager does not need to search for the order, check deadlines, or calculate the amount. The system itself checks the validity of the return by date, order status, and product type. Approval or rejection happens in one click, and upon approval, a refund is automatically initiated via the payment gateway (YooKassa, CloudPayments). All this reduces processing time from 2 days to 1 hour — that's 48 times faster.

Comparison: Manual Process vs RMA

What is Included in the Work

We provide a full cycle of turnkey RMA system development, including:

Deliverables

• Business process analysis – mapping your current return flow and designing the data model
• Personal account for customers – create requests, view statuses, upload photos, track refunds
• Admin panel for managers – filters, bulk actions, status history, export to CSV
• Integration with payment systems – automatic refunds via YooKassa, CloudPayments, or SBP (API keys provided by client)
• Integration with 1C – via CommerceML for stock synchronization and invoice creation
• Integration with delivery services – CDEK, Russian Post for return labels
• Documentation – step-by-step admin guide and user manual
• Access to source code – all custom modules delivered with documentation
• Staff training – up to 4 hours of online training for your team
• 1 year warranty support – bug fixes and minor updates

Every project includes complete documentation, source code access, staff training, and 1 year of warranty support.

Development Timelines and Cost

Cost is calculated individually — evaluation takes 1 day. Our team has 10+ years of experience in 1C-Bitrix development and 50+ successful projects. Get a consultation: we will contact you within an hour.

1C-Bitrix Module Development and Setup

The main trap of Bitrix is init.php. You add an OnBeforeIBlockElementUpdate handler there, then another one — a year later the file is 2000 lines, and on every hit all that code executes. We move business logic into full-fledged modules with D7 ORM, custom tables, and administrative interface. The module can be disabled, transferred to another project, covered with tests — none of that is possible with init.php. Our team has 10+ years of Bitrix experience, certified specialists, and a 6-month code guarantee. Request a consultation — we'll explain how to migrate legacy code to a modular architecture.

Why is init.php the worst place for business logic?

Init.php does not support class autoloading, lacks an isolated namespace, cannot be unit tested, and cannot be disabled without editing the file itself. Every handler written there runs on every request, even if not needed. In a module, you register handlers through EventManager, and they only execute when the event occurs. Performance difference: up to 3x with 10+ handlers.

Standard Modules: Typical Problems and Solutions

Information blocks. IBlock architecture is the first thing we review on any project. A classic mistake: one catalog infoblock with 80 properties, 30 of which are multiple. The b_iblock_element_property table swells to millions of rows, and CIBlockElement::GetList with filtering on three properties does a full scan. We move reference data to Highload-blocks, eliminate multiple properties where possible, and design the structure for 5x growth.

e-Store (sale). Cart business rules are a separate story. We set discount priorities to prevent two campaigns from giving 60% instead of 30%, connect payment handlers, and write custom validation via OnSaleOrderBeforeSaved.

Search. The built-in search module with morphology works up to 10–15 thousand elements. Beyond that — Elasticsearch. We configure it via the Bitrix search module API, indexing through CSearchFullText or custom indexers.

Highload-blocks for dictionaries, logs, user data — instead of bloated IBlocks. Direct queries via Bitrix\Highloadblock\HighloadBlockTable, custom tables instead of the EAV structure of standard infoblocks. A million records — no degradation.

Mail events. Configuration is not just templates in b_event_message. The key is SPF, DKIM, DMARC on the DNS, otherwise transactional emails go to spam. We check deliverability and set up bounce handling.

How to Design Infoblocks for Performance?

We use Highload-blocks for reference data (colors, sizes, manufacturers) that are not involved in complex queries. For SKUs — a separate infoblock with linking via IBLOCK_ELEMENT_PROPERTY. Enable INDEX_PROPERTY for frequently filtered properties. Tagged caching: when an element changes, only the related cache is cleared. Highload-blocks process up to 10x faster than infoblocks with multiple properties on volumes of 100,000 records.

Custom Module Development

Each module follows the structure /local/modules/vendor.modulename/:

• install/index.php — setup class, create tables via $DB->RunSQLBatch()
• lib/ — D7 ORM classes, extending Bitrix\Main\ORM\Data\DataManager
• admin/ — administrative pages using CAdminList, CAdminForm
• include.php — autoloading, event handler registration via EventManager::getInstance()->registerEventHandler()
• REST API endpoints via \Bitrix\Rest\RestManager

The module registers in the system, appears in the "Installed Solutions" list, and has its own settings at /bitrix/admin/settings.php?mid=vendor.modulename. It can be enabled, disabled, and updated through UpdateSystem or custom migration mechanics.

Examples of implemented tasks:

• Campaign management — visual condition builder via CAdminCalendar, timers via agents (CAgent::AddAgent), analytics linked to the sale module
• Cost calculator — React widget on the frontend, REST API in the module, formulas stored in a Highload-block
• Booking system — real-time calendar, locking via $DB->StartTransaction() / $DB->Commit() on concurrent requests, integration with channel manager via webhook

Components and Composite Cache

Component customization via result_modifier.php and component_epilog.php, not by editing template.php of the standard template. This way core updates are painless.

Composite cache ("Composite Site" technology) — the server sends ready HTML, bypassing PHP routing. Dynamic areas (cart, authorization) are loaded via CBitrixComponent::setFrameMode(true) and AJAX. TTFB drops to 30–50 ms. But there are caveats: not all components are compatible, $APPLICATION->ShowPanel() breaks composite, and careful markup of <div id="bx-composite-..."> is required.

What to Check Before Installing a Marketplace Module?

Before installing a module from the marketplace, an audit is mandatory. We check: SQL queries without prepared statements (hello SQL injection), direct use of $_REQUEST without filtering, use of outdated kernel API instead of D7, conflicts with the composite cache module. A module with no updates for over a year and a few dozen installations is likely a problem on the next PHP update. A typical case: a module calls CIBlockElement::GetList with no cache reset — the site crashes with 5000 elements.

Migration to D7

When upgrading PHP or switching to a new edition — refactor outdated calls:

• CIBlockElement::GetList() → Bitrix\Iblock\Elements\ElementTable::getList()
• CSaleOrder::GetList() → Bitrix\Sale\Order::getList()
• CModule::IncludeModule() → Bitrix\Main\Loader::includeModule() Testing on staging, rollback via git on issues.

According to official 1C-Bitrix documentation, D7 ORM is the recommended tool for working with data, providing type safety and automatic query generation.

Comparison: Init.php vs Module

Module Development Scope and Cost

What is included in module development?

• Technical specification and architectural plan
• Code following PSR-4 and Bitrix code style
• Unit tests (PHPUnit) for business logic
• Integration tests for events and REST API
• Installation, configuration, and API documentation
• Repository and documentation access
• Administrator training for module usage
• 6-month warranty support

Estimated timelines and complexity:

Cost is calculated individually — contact us for a project estimate.

Module Testing

Unit tests via PHPUnit cover business logic: discount calculation, validation, document generation. Mocks for Bitrix\Main\Application::getConnection() allow tests to be DB-independent. Integration tests verify event handlers on a real database — OnAfterIBlockElementAdd, OnSaleOrderSaved, etc. REST API endpoints are tested via curl or PHPUnit HTTP client. Critical for modules working with b_sale_order, b_catalog_price — where errors cost money.

Compatibility is checked on PHP 7.4, 8.0, 8.1, 8.2 and editions: Standard, Small Business, Business. We check conflicts with popular marketplace modules — they often intercept the same events. Load testing: measurements on 10K, 100K, 1M records, profiling via Xdebug for memory leaks and N+1 queries.

Practical Examples

Campaign module for an electronics chain. The built-in sale module discounts did not cover scenarios like "2+1", a gift with purchase over a certain amount, or combined conditions. We built a visual builder: marketers create rules via drag-and-drop without development tickets. Campaign calendar, auto-deactivation via agents, analytics linked to b_sale_order — conversion, average check, usage count. Time to launch a new campaign dropped from two days to half an hour.

Calculator for builders. Parameters (area, materials, number of floors) → formula → preliminary estimate → lead to CRM via CRest::call('crm.lead.add'). Regional coefficients and seasonal markups from a Highload-block, material prices from 1C exchange. The number of target leads increased by a third: clients see a breakdown before calling a manager.

Booking for a hotel chain. Real-time availability via AJAX requests to a custom table vendor_booking_slots, seasonal tariff calculation, synchronization with Booking.com via channel manager API. Room locking on concurrent booking via SELECT ... FOR UPDATE in transactions. Timezones handled via \DateTimeZone — a guest from Vladivostok and a manager from Moscow see the same picture.

We will evaluate your project within one day. Write to us — we'll tell you what is included in turnkey development. Contact us for a consultation on your project. Order a custom module development — get a ready solution with documentation and support.