A return merchandise authorization (RMA) helps retailers keep an organized record of their returns, and allows customers to return their items (with a reference number) to the designated fulfillment center. With RMA functionality, merchants have an easier time navigating when a customer returns items for repair or maintenance, or for refund or replacement.
Issuance of an RMA falls within the reverse logistics cycle, and gives the seller a final opportunity to correct the customer’s issue (like improper installation or configuration of the product) before they finalize the return. Because returns are costly for vendors and inconvenient for customers, any return that can be prevented really benefits both parties.