The old return/repair process is often known as a Return Merchandise or Return Material Authorization (RMA) process. On paper, the RMA business process makes perfect sense; it’s clear, concise, and simple. The name alone, “RMA,” makes it sound simple and straightforward. You issue an RMA number and the customer returns the goods, right?

However, the reality is that the RMA process extends far beyond the simple act of issuing… Continue reading