Creating a streamlined process is key to ensuring you maintain a good customer relationship. The RMA process involves many moving parts and can easily become a nuisance for customers. The longer you take to resolve a customer issue, the less likely they'll be a return customer. This will allow you to limit customer dissatisfaction and get the next steps started right away. If your company offers both returns and refunds for product issues, you'll need to make sure you have a field where the customer can request either choice. It will let you alert leadership when you hit a certain level of returns. You can also set inventory KPI based on the number of products being returned for different reasons. If the same product is getting returned for a particular issue, you'll know you need to have a conversation with your supplier. This field provides insight into both the legitimacy of the customer complaint and identifying recurring problems with the product.
#THE KEYKEY RMA DEPARTMENT SERIES#
You can have a series of checkboxes for more common issues or just an area to write a reason. Reason for ReturnĪnother section you'll want to include is an area to identify why a product is being returned. You won't have the correct number of products on hand and this can lead to more issues with fulfillment. If you enter the wrong quantity in your system it will make inventory management more difficult. The quantity is particularly important as the customer may have purchased multiple products, but are only returning one. This information is very valuable as it lets the warehouse team know what products they'll have to store. Here, your customer should be able to write what the name of the product is and the quantity they're returning. This lets you make sure they're within the company's established return window. This will allow you to send them a replacement if needed and look them up in your system to find their original order.
At a minimum, you should have fields for their name, address, and phone number. The first set of fields you need to include will allow the customer to list all relevant information about themselves. Here are the fields you should include on an RMA form: Customer Information It can be included with the product inside eCommerce packaging or sent out to customers upon request. This form will outline the reason for the return and the expected next steps. What Is an RMA Form?Īn RMA form is a document used to return products to a company. This means tracking is vital so nothing gets lost and the products don't get mixed in with new product shipments. The returns these companies deal with must be processed both as they arrive and as they leave. RMA numbers are particularly useful for businesses that provide servicing and repairs for product returns.
#THE KEYKEY RMA DEPARTMENT UPDATE#
It allows the warehouse to automatically update warehouse inventory management software or an ERP system (see what is ERP) when they scan the number upon arrival. The number is used to track the products as they are processed. What Is an RMA Number?Īn RMA number is the number assigned by a business to a particular order to authorize a product return. It also gives the warehouse a heads up that products will be coming back and has an impact on warehouse organization.
They allow the business to understand the customer's problem with the product and agree on the next best steps. RMAs play an important role in the reverse order fulfillment cycle (see order fulfillment meaning). In this step, the business and customer discuss the problem and the business determines the validity of the issue. It's the first part of the process of returning a product to a business to receive a refund, replacement, or repair. RMA stands for return merchandise authorization.
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