RMA-Prozess (Return Merchandise / Material Authorization)
The RMA process, known as Return Merchandise / Material Authorization, is used for the structured return of goods(returns) and enables returns to be allocated more quickly, without errors and personalized, and to undergo a technical quality check.
The “Return Merchandise/Material Authorization”, or RMA for short, describes a unique and personalized identification that is affixed to the corresponding goods before the return and is always accompanied by a so-called return justification from the customer. Complaints, claims and actual returns can thus be processed more efficiently for the retailer. With standard RMA systems, the customer must request the corresponding RMA ID as part of a guarantee or warranty by e-mail, online contact form or via a telephone call made beforehand, and this is then sent to the customer by the manufacturer or retailer.
The RMA process in practice
Retailers can use the RMA to offer the manufacturer a returns service for a fee which, for example, sorts irreparable devices from repairable ones in advance and significantly reduces the manufacturer’s workload. Goods that have been sent in due to a defect are checked more specifically thanks to the returns justification. An employee either creates a repair order, commissions an additional fault analysis to determine the action to be taken or can reject the return on the basis of arguments.
Companies that use an RMA process can use a product scan to display additional information about the customer and details of the possible defect in addition to information such as the batch number, shipping unit number and GTIN or GS1 number.
Further information on this topic can be found under Fulfillment and code technology.