Standard Customer RMA Process

Version: 2026 | Document Date: February 26, 2026

Objective

Create a controlled, role-based RMA process that prevents unauthorized returns, protects margin, and eliminates inconsistent customer precedents.

Scope

In Scope

  • All customer return requests
  • Stock items
  • System orders
  • Specialty / Made-to-Print items
  • Credits and restocking fees

Out of Scope

  • Vendor RMAs to suppliers
  • Internal inventory corrections
  • Warranty claims handled fully by supplier agreement

Inputs / Outputs

Inputs

  • Customer return request
  • Original order/invoice number
  • Date received (via tracking)
  • Reason for return
  • Item type (Stock / System / Specialty)
  • Dollar value

Outputs

  • Approved RMA with number and terms
    OR
  • Denied request (with reason logged)
  • Credit memo issued after QC validation

Roles & Ownership

Role Responsibility
Customer Service (CS) Collect customer data/request and facilitates communication
Technical Team Review RMA submissions, processing, QC of goods; assist with freight scheduling (if applicable)
Finance Approve/deny/issue credit request, ability to waive fees
Rule: No RMA number = No return accepted.

RMA Calculator (Quick Reference)

RMA WORKFLOW CALCULATOR

Return Authorization Request

Evaluate routing and approval requirements for customer return requests.

The 5 Rules:
  • No verbal approvals
  • No RMA before approval
  • No credit before QC inspection
  • Over $250 = Finance approval
  • Restock waiver = Finance approval

Policy Rules

1. Time Limits
  • Stock orders: 30 business days from receipt
  • System orders: 60 business days from receipt
  • Beyond these limits → Warranty review required
2. Product Type
  • Specialty / Made-to-Print items: NON-RETURNABLE, NON-CANCELABLE
  • Exceptions require Finance + Operations approval
3. Condition
  • Must be in original packaging
  • Must be resalable condition
  • Must arrive within 15 business days of RMA issuance
4. Restocking Fee
  • Standard: 25%
  • Higher restock fee allowed based on item risk
  • Restock fee waiver requires Finance approval with written explanation
5. Freight
  • FD at fault → FD pays freight
  • Customer at fault → Customer pays freight
  • FD-paid return labels require Finance approval
6. Credit Control
  • Credits > $250 require Finance approval
  • No credit issued before QC validation

Exceptions + Escalation Path

Exception Types

  • Outside time window
  • Specialty item
  • Strategic account
  • High-dollar return
  • Repeat return customer

Escalation Path

  1. Operations Manager review
  2. If margin impact significant → Finance review
  3. If still outside policy → Executive approval required
  4. All exceptions logged with reason code