RMA is the process by which customers can return products to a merchant within the guidelines of the merchant’s established warranty terms. RMA can be a highly automated process that’s initiated by the customer on a merchant’s site but it can also be something as simple as a form or email. In more modern ecommerce platforms, RMA features include full self-service on the returns process, ability to print return shipping labels, customizable workflows for the merchant so returns requests are routed to the right customer service reps and payment refunds.
