RMA Process (Return Merchandise Authorization)
A structured return flow in which a faulty or returned product is first approved and given a reference number, and is then shipped under record. The aim is to know from the outset which order and which fault each incoming package belongs to, and to keep the process traceable.
The flow typically consists of four steps, and each step produces a record. These records serve as the basis in any later dispute over timing and scope.
- Request: the application is made with the order number, the device serial number, a fault description and photographs.
- Review: the request is assessed; in most cases remote diagnosis is attempted first.
- Approval and reference: if a return shipment is required, a reference number and shipping instructions are issued.
- Shipment and conclusion: when the product arrives it is tested, the scope is determined, and the case is concluded as repair, replacement or refund.
When packing, send the device in its original packaging or with equivalent protection; new damage occurring in transit makes assessing the original fault harder. Include accessories and cables only when asked. Shipments sent without a reference number cannot be matched and therefore wait. The shipping address and carrier details are given in the instructions issued to you.
Context in which this term is used: contact page