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Return Merchandise Authorization

Process customer returns with RMA creation, inspection, disposition, refund/replacement, and root cause analysis

Complexity: Moderate | Duration: 15-30m | Category: Operations/Process

Tags: #rma #returns #customer-service #quality-control #reverse-logistics

Workflow Diagram​

Steps​

Step 1: Return Request​

Agent: customer

service - Log customer request with reason and photos

Step 2: RMA Authorization​

Agent: customer

service - Approve return and generate RMA number

Step 3: Return Shipping​

Agent: logistics

specialist - Provide prepaid shipping label if applicable

Step 4: Receipt​

Agent: warehouse

manager - Receive returned goods and verify RMA number

Step 5: Inspection​

Agent: quality

specialist - Inspect condition and verify defect/damage

Step 6: Disposition Decision​

Agent: quality

specialist - Decide: restock, repair, scrap, or return to supplier

Step 7: Refund Processing​

Agent: financial

analyst - Issue refund or credit per return policy

Step 8: Replacement Shipment​

Agent: warehouse

manager - Ship replacement if applicable

Step 9: Root Cause Analysis​

Agent: quality

specialist - Investigate cause of return

Step 10: Corrective Action​

Agent: quality

specialist - Implement improvements to prevent recurrence

Usage​

To execute this workflow:

/workflow operations/process/return-merchandise-authorization.workflow

See other workflows in this category for related automation patterns.