Capterra Glossary
Return Merchandise Authorization (RMA)
Return merchandise authorization (RMA) is a system used by retailers to manage product returns. RMA systems allow customers to request a product refund, repair, or replacement from their product vendor if they are dissatisfied with the product they receive. Typically, a customer will receive an RMA number—assigned by the vendorʻs customer service team—for the product they wish to return. The customer will then receive an RMA form that details the vendorʻs return policy and instructions for how to return the package. Once this information about the product is received by the vendor, the vendor will issue the customer a full or partial refund (depending on the vendorʻs return policy).
What Small and Midsize Businesses Need to Know About Return Merchandise Authorization (RMA)
Small and midsize eCommerce and retail businesses use the RMA system to process customer returns. RMA systems benefit eCommerce by allowing them to address customer concerns regarding the products they have purchased in an effort to retain the customerʻs trust. This also enables small and midsize businesses to verify that customers are rightfully returning products that have defects or are unsatisfactory, helping minimize the risk of fraudulent customer returns.