How often have you asked yourself the question if you should invest in new RMA management software? It is a fair question as product returns become more relevant in any business.
What is RMA software?
What is RMA Software anyway? Is it the same as a customer service ticketing system (like Zendesk)? Is it the same as warehouse management software (like Manhattan)?
If we follow the meaning of RMA - Returns Material Authorization - it makes sense to relate RMA software to the customer-centric process of receiving a request to return and turning this request into an authorization. So RMA software to a large extent is customer-centric. It covers the process of interacting with your customer in the returns process.
When do you interact with your customer?
Interaction with your customer in the returns process happens at 3 main stages:
- At the beginning of the process
- During the process
- At the end of the process
Interaction at the beginning of the returns process is focused on turning a return request into an authorization to return. This is called the Returns Authorization process.
Interaction during the returns process is focused on providing status updates.
Interaction at the end of the returns process is focused on offering the desired service to the customer such as a refund or a product exchange. This is called the Returns Settlement process.
RMA Software needs to support customer interaction
So RMA Software needs to support communication in the returns process. Make sure to focus on this when selecting new RMA software.