How To Handle RMA-Related Disputes?




7 minutes reading


Returns are a necessary evil of any online store. Online retailers have a much higher return rate (almost 30%) than their brick-and-mortar counterparts (8.89%).

Despite your best efforts, there will always be some returns. However, if RMA Related Disputes are handled well and clients can easily exchange their items for something else, you can make up for the lost revenue.

This blog will explain why an exchange is preferable to a refund and provide suggestions on how online retailers might facilitate RMA related disputes.


Common RMA Related Disputes

If you manage a delivery service, you know how damaging it can be to your business’s reputation when a product goes missing in transportation, even if it was out of your hands. Because of this, it is important to be familiar with the most RMA related disputes to avoid them:

Lost In Transit

There are numerous reasons why a shipment may become lost in transportation, but the most common include:

  1. A package may be crushed if heavier objects are placed on top of it. Before being loaded onto a truck, plane, or ship, goods should be evaluated for both weight and value, as is the case with the majority of professional transport companies.
  2. Incorrect customs documentation was submitted for foreign shipments. Although you might assume that a logistics staff would know how to ensure that an international item reaches its destination, some shipping businesses are unprofessional and disregard this vital documentation.
  3. A mishap or adverse weather could delay a shipment. Occasionally, carriers’ trucks are involved in accidents, and containers have been known to fall off cargo ships during stormy weather.
  4. Human error can contribute significantly to cargo loss. While it is true that everyone makes mistakes, there is no room for error while handling someone else’s property. Every package must be accounted for and delivered to competent hands.
  5. There may have been a shipping error. If a product’s address is misspelled, improper packaging is utilized, or the address label falls off, the package cannot be effectively delivered.
  6. A package may be misdelivered. In other words, the package may be sent to the incorrect location. Address labels must be displayed, and a shipping agent must be certain that the box is being sent to the correct location before proceeding.
  7. Sadly, parcels are often stolen. Even after circumnavigating the globe, the box could still be stolen from the recipient’s front porch. During the holidays, thefts are extremely prevalent, especially when large shipments are made and the recipient is unable to sign for the parcels.

How Do You Safeguard Yourself?

To prevent losses, it is essential to purchasing insurance for even the smallest shipping orders. Shipping with insurance is the only reliable way to ensure that the order reaches the intended recipient safely and intact. However, keep in mind that the majority of large carriers only offer insurance up to a certain amount, which frequently does not cover high-value items.

Refund Instead of Exchange

There are a variety of reasons for RMA related disputes and why a customer might request a refund. Here are some common reasons:

  • The customer is unhappy with the product or service they purchased (e.g., it is defective, damaged, or not as described)
  • The customer did not receive the product or service they paid for (e.g., it was lost in transit, the wrong item was delivered, etc.)
  • The customer is no longer satisfied with the purchased product or service (e.g., they found a better deal elsewhere, it is no longer needed, etc.)



Returns Being Processed Late // Delayed Processing

Return item processing late might result in bad customer service and angry customers. If you have a delayed return, it is important to communicate with customers and keep them updated to avoid any RMA related disputes. Also, try to be as flexible as you can — for example, if you have a 30-day return policy, you might want to allow returns up to 45 days.

If a customer is unhappy with the delayed return, it is important to understand their frustration and make accommodations as needed. For example, if they have a deadline and you are unable to process their return in time, you might want to offer them a discount or compensation.

In addition, A lot of RMA related disputes can definitely be delayed due to a lack of staff or resources to process them on time.

Damaged Or Used Products

Customer returns that are damaged or used can make it difficult for the retailer to resell the item and may result in the return being denied. In some cases, the customer may be able to receive a credit, store credit, or exchange instead. If the return is denied, it’s important to understand why it was rejected and communicate with the retailer clearly if you disagree with the decision.


Best Practices for Handling RMA Related Disputes

Many retail businesses now rely on in-store product returns as a crucial component. The in-store product return procedure consists of five important steps, and we have the best practices for handling RMA related disputes to assist you to optimize this process for you and your consumers.

1. Communicate Clearly and Promptly with The Customer

It is very important to communicate clearly and promptly with the customer if there is a problem with their return. This includes clearly explaining the return policy and any restrictions that may apply. It is also important to address the customer’s specific concerns or questions promptly. This can be done by responding to emails, phone calls, or social media messages within 24 hours. You can also monitor your customer satisfaction scores to see how your returns process is performing.

2. Keep Detailed Records of All Interactions and Correspondence

You should always keep a detailed record of all interactions and correspondence when doing business so that you can reference them later.

Having access to this information can be beneficial for a variety of reasons including being able to answer questions that come up later, spotting potential issues early, and being able to build on past successes.

So, always keep a detailed record of all interactions and correspondence when doing business because it can pay off in the long run and stay away from any RMA related disputes.

3. Understand And Follow the Company’s RMA Policy // Establishing Clear RMA Policies

Imagine making a return request to the store only to be told that the policy shown online is no longer valid. The greatest way to avoid RMA related disputes is to have policies that are clear and straightforward, and if a return is unavoidable, to make it happen as quickly as possible. Customers should be made aware of the return policy in a uniform fashion across all sales channels.

4. Consider The Customer’s Perspective and Try to Find a Mutually Beneficial Solution

It’s always a good idea to consider the customer’s perspective when working in customer service and to avoid any RMA related disputes!

In this case, that would mean trying to see things from the customer’s point of view and figuring out ways to help them that would also be beneficial to the company. You should always remember that the customer is ultimately the most important part of any business relationship.


In The Conclusion,

It is possible for stores to improve their consumers’ shopping experiences by accepting refund, returned item, and exchange of merchandise purchased from them in-store, while also collecting useful information. If you want to deploy and optimize this procedure, you need a centralized POS system. Everything from tracking past orders to implementing customer loyalty programs should be a breeze. It must be completely compatible with the rest of your setup.

If you’re looking to optimize your business, check out our library of New Generation of solutions. contact us to get your 14 days free trial.

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