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IXXO Cart Return Merchandise Authorization Module
(New Added Feature) |
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Accepting returns or exchanges is a necessary component of good
customer service. Your customers expect it, appreciate it, and
tend to buy from those vendors that offer a flexible return
policy. You must ensure the process is handled efficiently and
accurately, both for your protection and for your customer’s
satisfaction. The RMA (return merchandize authorization) module
for IXXO Cart can automatically generate all the appropriate
transactions, including credit memos, replacement orders,
purchase orders, and vendor returns. The RMA module makes it
easy to handle every aspect of the return, whether your customer
wants credit, a replacement, a substitution, or a repair. |
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RMA Definition |
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A Return Merchandise Authorization or Return Material Authorization
(RMA) is a transaction whereby the recipient of a product arranges to
return defective goods to the supplier to have the product repaired or
replaced or in order to receive a refund or credit for another product
from the same retailer or corporation. In practice, an RMA is only
issued after a series of tests. The specifics vary between different
retailers and industries, but in general the steps taken are similar.
Most mail-order businesses have a policy concerning returns. Some
companies allow only defective products to be returned; others allow any
software to be returned if it is unopened. To return a defective
product, a typical process is:
- First, the customer must call the technical support office and
speak with a technician. The technician helps to determine whether
the product is indeed defective. This usually involves the customer
answering several questions and following the technician's
directions for testing the product in question. If the technician
feels that the product is defective, the technician issues an RMA.
This process is especially important concerning software. Most
merchants do not allow the return of software unless the packaging
is unopened. This policy prevents software piracy . Some merchants
allow the customer to send an e-mail message requesting an RMA
instead of having to call.
- Secondly, the customer must write the RMA number on the outside
of the box that the product is being shipped in. It is important to
mail all the original boxes, manuals, and any other items along with
the product. If a return is sent without an RMA number, the merchant
can return the product to the customer or charge a restocking fee.
- Finally, the customer mails the product. Most merchants
recommend using a shipping company that can track packages.
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RMA numbers are important to both the merchant and customer. An RMA
number tells the merchant that a return is being made and offers
protection against fraudulent returns. The customer can use the RMA
number to inquire on the progress of a return. For example, if the
customer hasn't received any information about the return, the customer
can call the merchant and use the RMA number as a reference. |
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