RMA & Return Authorization

RMA stands for Return Merchandise Authorization. An RMA number is a unique identifier assigned to a return request, used to track and manage the return throughout the process, from initial request to receipt, inspection, and resolution.

RMA stands for Return Merchandise Authorization (also called Return Material Authorization). It's the formal process by which a customer gets approval to return a product.

Return authorization is the process of approving and tracking a customer's return request. It typically involves issuing an RMA number, generating a return label, and setting expectations for the refund, exchange, or store credit outcome. Swap automates RMA workflows to reduce manual errors and speed up restocking.

The RMA number should be clearly written or printed on the outside of the return package, typically on or near the shipping label. This helps the warehouse team identify and process the return quickly upon receipt.

AI can improve return authorisation by reducing back-and-forth: it can ask the right questions up front, confirm eligibility, and keep customers updated automatically (status, tracking, next steps). In practice, this speeds up resolutions and reduces support workload—especially when the AI can read live return data and respond accurately.

AI tools improve return authorisation by automating common customer questions, guiding customers through the right steps, and reducing manual triage for support teams. For example, an AI agent can pull live return details (status, courier, tracking, refund progress) and reply instantly, so customers don’t need to wait for an agent.

An RMA process is the end-to-end workflow for handling returns: create the RMA/return record, generate shipping details/label, track the return, receive and inspect items, then complete the outcome (refund, exchange, store credit, etc.).