RMA Process Automation for your eCommerce Support Teams

Auto trigger RMAs, set up integrations, and increase agent
capacity with HappyFox Workflows.

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The volume of product purchases has steadily increased through eCommerce. As a result, the number of returns that need to be processed by support teams have proportionally increased. Support teams have to grapple with increasing returns, manual processes, and managing multiple systems. This leads to slower returns and hence affects customer satisfaction.

Why automate your Return Merchandise Authorization (RMA) Process?

Organizations need to automate their critical processes like RMA to ensure standardization, compliance, and consistency. It saves time and effort for agents, allowing them to focus on strategic activities. Automating RMA procedure leads to

  1. Increased Customer Satisfaction: Automation helps you faster returns faster and this results in better customer experience
  2. Collaboration between departments: As different departments like support, returns/refund, billing are involved, seamless automation helps in quicker information exchange among them.
  3. Agent productivity: The number of clicks and manual steps involved is drastically cut down. This enables agents and technical support to focus on more priority tasks.
  4. Unified Solution: With the ability to integrate with various other RMA software, return label providers, or RMA systems.

How to Automate your RMA Process with HappyFox Workflows

HappyFox Workflows helps you automate and streamline the key steps that are typically involved in an RMA process. It can automatically trigger an RMA process, initiate data capture through forms, and interact with external systems like label providers. As you automate the sequence of RMA steps followed in your organization, HappyFox Workflows helps your organization ensure consistency and compliance with the process.

Implementing an Approval Management System with HappyFox Workflows
  1. Auto Trigger RMA process: You can ensure the system automatically triggers the RMA process, whenever your conditions for a product return is met. Conditions can be based on the product name, type, a keyword in the email subject, an approval from a stakeholder, and more!
  2. Collect Data with RMA forms: Typically, once an RMA request needs to be processed, you may want to enrich the data that is being sent to the label provider. Using HappyFox workflows, you could leverage forms to capture the reason for the return, order number, serial number, and send it to an external system. Agents can fill these request forms.
  3. Integrate Label Providers: While processing your RMA, integrate with systems like UPS and other service providers. You can send and receive information from other systems.
  4. Approvals and Decision-making: Based on your return policy, you would likely have an approval process to confirm if a product return can be initiated. HappyFox Workflows help you include approval management at any point in your workflow.
  5. Automating Actions: Once you receive the RMA number and a confirmation from the external system, HappyFox Workflows empowers you to automate plenty of agent actions across your business process. You can automatically send an update to the customer, add an internal note, and much more.
  6. RMA for any Ticketing System: Whether you are using HappyFox Helpdesk, Zendesk, or other systems, you could potentially automate your return material authorization procedure using HappyFox Workflows.

Looking to automate your
RMA process?

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