RMA Process Enhancements
Document Revision History:
Revision Date Author Details
0.1 Initial
0.2 4/14/08 Further discussion points:
- RMA associated to Order ID or
Order ITEM?
- Email notification: trials vs.
retention
- Use case: Refund, cancel and
then uncancel
1. Introduction
The platform does not currently support a RMA process. Once this process is in place, the efficiency of
the Call Center should significantly increase, tracking of refunds and cancellations will be more
systematic with less human errors, and cost savings should be dramatic due to an increase in actual
returned items and a decrease in number of refund.
This document does not try to address a complete RMA solution, but rather an initial solution that
represents a starting point where future enhancements can easily be added.
2. Requirements
2.1 CS Application Enhancements
2.1.1 Cancellation Initiation Process
2.1.1.1 CS application shall provide selectable cancel reason options.
The options are as followed:
Did Not Know/Want Continuity Program
Assume Sample Was Free
Too Expensive
RTS
Sensitive Skin
Dissatisfied With Product
Faulty/Damaged/Leaking Product
Never Received Product
Wrong Product Sent
2.1.1.2 CS application shall track the CSR that initiates the cancellation process.
2.1.1.3 CS application shall track the time of cancellation initiation.
2.1.1.4 CS application shall provide and capture auto-generated RMA number.
This number will be given to the customer during the initiation process and will need
to be indicated on the package to be returned. Each numerical RMA number will be
uniquely generated by the system.
2.1.1.5 CS application shall support the ability to specify the RMA period (in days) to be
used by the system. The default value is 30 days.
RMA period is defined as the period during which the returned item has to be
received by the Call Center in order for the customer not to be charged. It starts the
moment the cancellation process initiates. It enables the system to take appropriate
actions on the order based on where it is on the timeline.
2.1.1 Returned Item Processing
2.1.1.1 CS application shall provide a mean for the CSR to indicate that the returned item has
been received.
The most obvious location is on the order-details page, possibly via a button
associated with the level being returned.
2.1.1.2 CS application shall capture the timestamp processing.
2.1.1.3 CS application shall capture the CSR who processes the returned item.
2.1.1.4 CS application shall employ the following logic to handle automatic refund of
cancelled orders:
If the receipt date of the returned item falls within the free-trial period, no
refund is issued.
If the receipt date of the returned item falls outside the free-trial period but
inside the RMA period, full refund is issued. Note that once the cancellation
event occurs, the RMA period starts and the package must be returned within
the RMA period (not the free-trial period) or billing will occur.
If the receipt date of the returned item falls outside the RMA period, no refund
is issued.
2.1.1.5 CS application shall send out a refund notification to the email address associated
with the order upon successful refund processing. The notification will be based on
an email template - RefundNotification, predefined at each product level.
2.2 RMA Assignment Process
2.2.1 RMAs shall be assigned at the Order ID level
In the event that a customer ordered both a continuity program and an upsell
(ie, DM Facial Cleanser), an RMA will be provided for EACH Order ID even
though it is for the same customer
There was some discussion to assign RMAs at Order Item level; however, the
flow to cancel during the RMA process at the Order ID level is cleaner
2.3 RMA Reminder Notification Process
2.3.1 The system shall send out an email reminder notification to the customer on the 15th day
after cancellation if the returned package has not been received.
2.3.2 The system shall send out an email reminder notification to the customer on the 22nd day
after cancellation if the returned package has not been received.
2.3.3 The system shall send out an email reminder notification to the customer on the 29th day
after cancellation if the returned package has not been received.
Notes: Each notification will be based on an email template – RMAReminderNotification,
predefined at each product level.
All emails must have the RMI number embedded within them.
The RMI period and email intervals should also be configurable on a per-product basis.
2.3.4 Given the different nature of trials vs. retention package RMA’s there need to be two
different email notification templates
A retention customer must RMA in order to RECEIVE A REFUND
A TRIAL customer must RMA in order to NOT BE CHARGED LEVEL 1
The email content must reflect these differences in policy; further there must be some
logic driving which email template goes to which customer
2.4 RMA Cancellation and Refund Life Cycle
2.4.1 The system shall appropriately maintain and transition the state of cancellation and refund
based on the following table:
Pre-condition Action Cancel State Starting Refund State Ending Re
Within Free Trial Period Receive Returned Item Cancelled
Within RMA Period
Outside Free Trial Period Receive Returned Item Cancelled Pending Requested
Within RMA Period
Outside RMA Period Receive Returned Item Cancelled Pending RMA Expi
2.4.2 Use case discussion: What if a customer wishes to UNCANCEL AFTER RECEIVING AN
RMA?
It was determined that this customer would have to be assigned a new Order ID. Once a
customer has been provided an RMA, that Order ID is locked as cancelled