Return Merchandise Authorization

A Return Merchandise Authorization (RMA) is a transaction whereby the recipient arranges to return defective goods to the supplier for repair, replacement, refund, or credit.

Generally this is done with goods are new and have been received DOA (dead on arrival) or when they have failed while still under warranty. The customer generally calls a customer service phone number and gets some sort of "RMA number" or designation which is written on the bill of lading or other packaging. This is so that the supplier's own shipping and receiving department knows how to route the returned materials and is assured that the customer has talked to someone in customer service.

The specifics vary from one vendor to another and among industries. In some cases the vendor sends RMA forms and packing labels; sometimes even delivering packaging for the return shipment.

Regardless of the details the process is referred to as an RMA. Sometimes the term is informally used as a verb: "I'll have to RMA that new system because it was DOA."