If you’ve been in business long enough, then you are no stranger to clients returning merchandise every once in a while. It happens in all top companies. As such, it’s important to use a system that allows you to track, monitor, and perform merchandise returns and exchanges for your clients smoothly.
Investing in a quality RMA application is a good way to get started. Reverselogix.com cites some of the best return merchandise authorization (RMA) practices to adopt.
Keep the physical and accounting processes separate
As soon as an item arrives at your store, resist the urge to assign it as credited. Rather, differentiate between merchandise that a client is returning for refund and credit and items being returned for other purposes. Sometimes, the items may require you to process to extract useful parts, while at other times you may need to replace the item entirely. You need to make a clear distinction to avoid errors during the RMA process.
Automate the RMA system
You need not use your physical staff when assigning client credits once the merchandise has reached your store. Using an automated system is the better way to go, as it frees up your team’s time to attend to other useful operations or matters in your business. Moreover, automating your RMA lets your staff monitor your inventory and reroute returned items appropriately.
Determine the main reason for the return
A client may return a product for a variety of reasons. Some of the reasons may be because the item has been recalled, or it is of the improper size or color. Some clients have also been known to return merchandise as a result of buyer remorse. Knowing the rationale for the return of the merchandise is important, as this will determine its future. Good customer service involves dealing with your customers’ concerns, such as return and exchange.
Your RMA process should be aimed at making the return of merchandise easier for your clients, so you can save time. By adopting a few simple yet effective practices, you can achieve these goals easily.