An effective return merchandise authorization (RMA) process will allow your company to monitor easily the exchanges and returns your customer makes for whatever reason. ReverseLogix mentioned that having a set RMA management process that’s not being used to its potential is something you shouldn’t do. You should know how to use it properly to be beneficial for your business. To start, your RMA process must include the following:
Effortless Tracking and Monitoring
Your RMA process should be updated in a manner that you could track items easily, which could have been sold previously through its serial number and is currently being returned. Once you’ve tracked the item, you should be able to produce return labels as well as schedule pickups for them.
The Right Course of Action
More often than not, you don’t need to treat all items that customers return in exactly the same manner. While some might have to be sent back to manufacturers, some might only be sent back to your warehouse, and some items might have to be sent to another facility for recycling. In short, your procedures must guide you in making these distinctions in the fastest and most accurate way possible to reduce mishaps due to poor management.
Mapping Conditions and Reasons for Return
There are many reasons customers return items, but always keep in mind that it’s the item’s condition that determines what happens to it moving forward. If the item is irreparable, you could return it to the manufacturer or dispose of it or throw it away safely. If it isn’t damaged, return it to your warehouse for repackaging and selling again. On the same note, whether you approve your customer’s return request should be based on why the customer is returning the item in the first place.
Know When to Perform Manual Intervention
Although most procedures included in your return merchandise authorization process is ideally automated, you should also encourage your team to ensure that they aren’t entirely dependent on automated processes. They should also know how to manage returns manually and double check them, in case something goes wrong with your software systems in order to reduce the chances of discrepancies later on in the RMA chain.
Put simply, your RMA management process must focus on these key things: make the return process easier on everyone involved and meet customer expectations. In turn, this would result in increased sales, return customers, and more time for you to focus your energy on acquiring new business.