e-Commerce Customer RMA Claim Process
RMA Claims from e-commerce customers
- Customers who are purchasing from e-commerce site like Amazon, with MBUZZ are end users.
- They don't have any direct account or contact with MBUZZ so we can't do our general RMA process with them.
- Customers from E-Commers site are generally public we can't issue Credit Note or general Goods issue to them.
- Our RMA process will take up to 7 days of time to process, Normal online shoppers won't be willing to wait that long, which will have a negative impact on our marketing due to negative reviews and worries.
- So, we are implementing a separate process in RMA claim for e-commerce customers.
Claim request will be looped by sales account manager
Claim request from customer will be looped to general RMA ticketing system by related Sales Account Manager with customer given concerns and attachments.
Technical support agent will attach required details on Ticket
To process RMA we required RMA form, Proof of purchase /invoice details. Collect these details from customer and attach it to attachments in ticket.
Please check the below links for RMA Form and details of proof of purchase/Invoice
Initiate collection through 3PL Agent, collect item from customer
After confirming the item sold by MBUZZ and checking it is approved by the RMA claim process of MBUZZ .We can initiate the Pickup of the unit with the collection information obtained from customer.
After confirming the item sold by MBUZZ and checking it is approved by the RMA claim process of MBUZZ .We can initiate the Pickup of the unit with the collection information obtained from customer.
Initiate the pickup of the claimed unit from customer using a 3PL delivery agency (SkyEx, AjEx), SkyEx is for UAE region and AjEx is for KSA region
After confirming the collection Initiate Replacement/Refund
As an end user from E-Commerce site we cannot process this RMA request generally, As a general E-commerce customer they will expect refund or replacement immediately so we are providing same.
After the pick confirmation from 3pl Agent we have to Initiate Replacement or refund as per the customer without diagnosing the claimed unit.
Use canned response "Req Goods Issue" for replacement and arrange delivery to customer using 3pl Agent
Gather customer account information, request management approval, and then ask the finance team to refund the customer's account.
For reference, please check SOP of general RMA.