A return merchandise authorization ( RMA), return authorization ( RA) or return goods authorization ( RGA) is a part of the process of returning a product to receive a refund, replacement, or repair to which buyer and seller agree during the product's warranty period.Dana Dubbs, “Many (unhappy) Returns”, Operations & Fulfillment, Vol. 9, No. 3, March 2001.
The issuance of an RMA/RGA is a key gatekeeping moment in the reverse logistics cycle, providing the vendor with a final opportunity to diagnose and correct the customer's problem with the product (such as improper installation or configuration) before the customer permanently relinquishes ownership of the product to the manufacturer, commonly referred to as a return. As returns are costly for the vendor and inconvenient for the customer, any return that can be prevented benefits both parties.
An important aspect of RMA management is learning from RMA trends to prevent further returns. Depending on what the rules are, the manufacturer may send the customer an advance replacement. RMAs may be minimized in a number of ways. Adding a customer survey capability may prevent RMAs by detecting problems in advance of returns.
Returns are sometimes minimized by reducing transaction errors prior to the merchandise leaving the seller.“Canon Slashes Chargebacks by Underscoring Accountability”, Chargebacks Solutions Monitor, Vol. 4, No. 4, February 2001, p. 3. Providing additional information to consumers also reduces returns.Robert J Bowman, “From Cash to Cash: The Ultimate Supply-Chain Measurement Tool”, Global Logistics & Supply Chain Strategies, Vol. 5, No. 6, June 2001, p. 47.
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