RMA Software
Customer Communication


RMA Software for better service

Returns are an opportunity to offer personal service to your customer. 12Return gives customer support agents the tools to unlock that opportunity.



Customers don't give much margin for error. Customer Service agents need tools to deliver a personal return service.

Make communication personal and relevant

Have answers in stead of questions

Have all accurate data in one place

Be in control of all active returns

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Agent Roles

Agent Roles is a role-based access control system that allows you to assign specific rights to agents that work in the Agent RMA Portal. All activities are also registered and reported in an audit trail.


Notifications is a flexible feature to automate status updates to your customers. Define the content of all emails and define the trigger in the workflow when to send them.


Gatekeeping allows agents to review and approve return requests. Gatekeeping is supported in a manual or automated way. After approval a Return Material Authorisation number is created and communicated to the customer.

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Return Types

Return Types allow you to offer multiple return services, like Returns & Exchanges, Warranty & Repair, and Take-Back & Recycling, in one Customer RMA Portal. For each return type, you can set up a unique returns process and reverse supply chain.


Surveys are questionnaires to gather information from the customer during the registration of a return. Surveys can be created at return type and product group levels. Surveys allow you to register return reasons that can support the gatekeeping and authorization process.

Service Tasks

Service Tasks is a flexible feature to define the services that you want to offer and communicate with your customer. Service Tasks include a workflow to define approval levels, attachments, and automated email communication. With Service Tasks you can automate every Post-It Memo in a return file.

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