Common Examples of RMA Policy

In modernity, most RMA requests are completed through the Internet, so having the ability to process RMAs has become reviews a crucial aspect of the tech world. Upon receiving the initial request, the representative, aided by the help of reverse logistics technology, needs to begin gathering information about the product. This information may include date of sale, order, and delivery, thechannel through which the product was obtained, the method of payment, how many items need to be returned, and the reasons for the return. With the right technology, and with responsive design so the web-based revlog technology works on all devices, it could be as simple as hitting the easy button for a logistics manager. This could spur a competitive advantage with automatic return authorization. All the logistics manager has to do is send their part number and serial number and the technology automatically approves the return so they don't to touch the return until it hits their dock. 

Relationship Between Supplier and Channel

When an item is returned without defects, it may be used for multiple purposes. For example, it may be sent off to an outlet center as it becomes obsolescent, remanufactured to recover the value, restocked in the store, sent to another center in stock rotations, or exchanged following an order error.

Product Quality

This aspect of information gathering focuses on quality of the item for the return. For example, was the item defective; will it need repackaging if opened; was it missing parts; or does it not fit into the consumer’s needs?

Customer Accommodation

Customer accommodations refer to how the Return Merchandise Authorization policy seeks to make the consumer whole again. This may include offering an exchange for a similar product, exchanging the item for the correct product, or as part of a warranty replacement.

After gathering information, an RMA policy should move into the second phase of RMA: validation of information.

Validating Information

Information may consider invalid or valid for a number of reasons. The return request may be outside of the refund and exchange window. However, you must also consider if the cost of denying the return will cause permanent harm to the buyer-seller relationship. For example, a return of $100 on a single item easily outweighs the cost of losing $10,000 worth of orders. To help keep things simple, follow the following steps.

1.       Verify the terms of the return contract.

2.      Verify the existence of the purchase order.

3.      Verify the identity of the person returning the item.

4.      Verify the purchase price of the item, especially since items may have been on-sale when purchased.

5.      Did the buyer receive any additional discounts on other merchandise as part of a promotion?

6.      Should the consumer receive the Return Merchandise Authorization approval as part of guaranteeing customer satisfaction?

Next, an RMA policy will need to have a chain of events for reviewing the following:

·         Warranty policy.

·         Buyer-Seller contract.

·         Policy for customer service.

·         Specification of RMA Type: Exchange, Refund, or Repair.

·         User Expectations for the item.

·         Product repairs.

Additionally, the Return Merchandise Authorization policy needs to take into account how the buyer-seller relationship may change due to the return, how will the return affect marketing strategy, does the item have additional use in the product lifecycle, and how can such a return influence continued business with the consumer. Upon analysis of all these factors and following these processes, the merchant may grant, or deny, the return merchandise authorization.