Workflow Templates for Retail: Return Merchandise Authorization Checklist

Intake and RMA Issuance

Capture the customer's return request

Look up the order in the OMS

Verify the purchase falls inside the return window

Most policies allow 30 or 60 days from delivery date — confirm the cadence in your posted policy. Final-sale, clearance, and intimate apparel are typically excluded; flag these before promising the customer an RMA.

Confirm the stated return reason

Reason drives downstream routing — defective items go to QA, wrong-size items go straight to restock, buyer's-remorse triggers restocking fee per posted policy. Refund-fraud patterns (chronic high-dollar wardrobing returns) should be flagged here, not at the refund step.

Issue the RMA number and shipping label

Generate the RMA in the OMS and email the customer the prepaid label (or return-to-store instructions for BORIS). Include packing requirements: original tags attached, original packaging if available, RMA number written on the outside of the box.

Receiving and Inspection

Match the inbound package to the open RMA

Scan the RMA barcode at receiving. Packages without an RMA reference get staged separately — do not blind-restock. Note the carrier tracking number against the RMA record so disputes have an audit trail.

Inspect the item for wear, damage, or missing components

Check tags attached, original packaging present, all accessories included (belt, dust bag, hardware, manual). Wardrobing — clearly worn-and-returned merchandise — should be photographed before any restock decision in case the customer disputes the partial refund.

Test the product against the reported defect

For electronics or mechanical items, replicate the customer's reported issue before classifying as defective. NDF (no-defect-found) returns get coded separately so warranty-claim rates against the vendor stay accurate.

Determine the resolution path

Match inspection result to policy: full refund for defective-confirmed and wrong-item, refund-minus-restocking-fee for buyer's-remorse on opened items, replacement for in-stock SKU swaps, repair for warranty cases, denial for wardrobing or out-of-window.

Manager Review on Exceptions

Escalate the denial to the store manager

Denials require manager sign-off before the customer is notified. Document the policy basis (out-of-window, final-sale, wardrobing evidence) so the response to the inevitable chargeback or social-media complaint is consistent with the record.

Send the denial notice to the customer

Use the templated denial email referencing the specific policy clause. Offer the customer the option to have the merchandise shipped back at their cost, or disposed of after 14 days.

Refund and Inventory Disposition

Process the refund or exchange in the POS

Refund to the original tender — card, gift card, or store credit per posted policy. Refunds over the manager-approval threshold (typically $50–$100) require a key-holder PIN at the register; do not work around the prompt.

Update on-hand and disposition in the inventory system

Resellable units go back to the sales floor or web-available pool. B-stock moves to the markdown bin with the appropriate price tier. Defective units route to RTV staging with the vendor RA number; do not write off without the RTV path attempted first.

Notify the customer that the return is closed

Confirmation email includes the refund amount, the tender it was issued to, and the expected settlement window (2-5 business days for credit cards, immediate for store credit). Replacements include the new order number and tracking link.

Log the return outcome for the weekly shrink review

Tag the return with reason and resolution codes so the weekly close pulls accurate refund-rate, NDF-rate, and wardrobing-flag metrics. Cashier and associate IDs are part of the record to support the monthly high-refund-cashier audit.