What Is an RMA? A Simple RMA System for Distributors

RMA stands for return merchandise authorisation. It’s a reference number that says a return has been agreed, so that when the product arrives, you know what it is, who sent it and why.

That’s all it is. It sounds like something for big companies with big warehouses, but if stores and customers send products back to you, you already have an RMA process, even if nobody calls it that.

The question is whether it’s working.

How it usually works

A store emails to say a product has failed. Someone replies asking them to send it in, and perhaps gives it a number from a spreadsheet. Then, a week or two later, a box arrives.

If you’re lucky, there’s a note inside. If you’re not, someone has to work out which store sent it, which email it belongs to and what was supposed to happen next.

This works when you only have a few returns. As the numbers grow, the cracks start to show:

What a good RMA process does

You don’t need anything complicated. A good process only has to do four things:

1. Give every return a reference number.
2. Tell the store or customer what to do next.
3. Match the product to its record when it arrives.
4. Keep everyone updated until it’s finished.

A simple RMA system for distributors

RepairStep does all of this, without the enterprise price tag or the long setup. You won’t see the word RMA on the screen, because we call it a repair number, but it does the same job.

It starts with the request. Stores and customers can send a return through your form, or you can add one yourself. If it might not need to come in at all, you can start with a query and try to sort it out first.

Every return gets a number. The repair number is created automatically, so nobody has to keep a list.

The sender knows what to do. The Courier-in Slip tells them where to send the product. It goes in the parcel, with the repair number and a QR code. When the box arrives, you can match it to the repair straight away.

Everyone can see what’s happening. You move the repair through your own stages, and the customer and the store can each follow it on their own page. All your emails and notes stay on the repair.

When it needs to go back to your own supplier

Some returns don’t stop with you. If your own supplier covers the product, that’s money you should be getting back, and RepairStep makes it easy to claim. You can start the claim right from the repair, send it to your supplier, and see what’s still owed to you at any time.

Is it right for you?

RepairStep is built for products that are faulty and need to be repaired, replaced or claimed back. If you’re mainly handling high-volume returns, like clothing that doesn’t fit, a returns app will suit you better.

You can try it on your first 20 repairs for free, with all the features and no credit card.