What is a return merchandise authorization?
Returns go wrong when nobody wrote down what was coming back, why, or what the customer would get for it. A return merchandise authorization (RMA) settles that before the goods leave the customer: a number to mark on the package, the items and serial numbers, the reason, the condition they must arrive in, and where and by when to send them.
This template records the original order, the items and the reason for return, and lets you choose the outcome: a refund, an account credit, a replacement, a repair, or repair or replacement at the seller's choice. It sets who pays return shipping, who bears the risk in transit, and what happens if the goods arrive damaged in ways the reported fault doesn't explain. An optional restocking fee applies only to change-of-mind returns, never to faulty or wrongly sent goods, and the customer's consumer-law rights are kept.
- Best for
- Retailers, distributors, manufacturers and online shops
- Signed by
- The seller and the customer
- Outcomes
- Refund, credit, replacement or repair
- Length
- About 2 pages
When to use a return merchandise authorization
- A trade customer sending back a batch of faulty appliances
- Wrong size or quantity shipped by the warehouse
- A device returned for warranty repair with its serial number
- A change-of-mind return of unopened stock with a restocking fee
- Goods that arrived damaged in transit
What you fill in
18 blanks, then the name and email of each person who signs: seller, customer.
1 The parties
- Seller (your business)*
- Returns contact (phone or email)*
- Customer*
- Customer phone or email*
2 The return
- RMA number*
- Date issued*
- Original order or invoice*
- Items being returned*
- Reason for return* the goods are defective or not working · the goods were damaged in transit · the wrong goods or quantity were sent · the customer ordered in error or no longer needs them · the goods are being returned for repair under warranty
- Fault or reason in more detail (optional)
3 Outcome and charges
- What the customer gets* a refund to the original payment method · a credit to the customer's account · replacement goods · repair of the returned goods · repair or replacement, at the Seller's choice
4 The return
- Condition the goods must be in*
5 Shipping
- Goods must arrive by*
- Return address*
- Return shipping* the Seller pays, using the prepaid label it provides · the Customer pays and chooses a tracked service · the Customer pays first and the Seller refunds it if the fault is confirmed
6 Outcome and charges
- Restocking fee (optional)
- Days after inspection to refund, credit or ship*
- Governing law*
7 Who signs
- Seller signature and date, job title · The business that sold the goods and is authorising the return.
- Customer signature and date · The person or business returning the goods.
What the return merchandise authorization covers
- Goods being returned
- Condition and packing
- Shipping
- Inspection
- Refund, credit, repair or replacement
- Legal rights and general
Using the return merchandise authorization, step by step
1 Issue the RMA
Enter the RMA number, the original order or invoice, the items with part and serial numbers, and the reason for the return.
2 Set the conditions
Edit the pre-filled condition wording, then add the return address, the arrival deadline and who pays return shipping.
3 Choose the outcome
Pick refund, credit, replacement or repair, how many days after inspection it happens, and any restocking fee for change-of-mind returns.
4 Send
Add the governing law and send it to the customer to sign before they ship.
Tips before you send it
- Ask the customer to wipe phones, laptops and other devices before shipping. The template asks for personal data and locks to be removed.
- Send a prepaid label for faulty goods. The template then puts the risk of loss in transit on the seller, which customers appreciate.
- Check local consumer rules before charging a restocking fee. Some places limit or prohibit them.
- Photograph the goods when they arrive. It makes the inspection result easy to explain.
Sign it online in minutes
- Fill in the blanks. Names, dates and amounts go straight into the agreement — the preview shows exactly where.
- Name who signs. Tick “This is me” for your own part. FileIt builds the PDF with every signature, date box on the right line, and you can check or move anything before sending.
- Send it. Each signer gets a secure link and signs from any device — no account needed. The signed PDF, with an audit trail and a Certificate of Completion, is filed in your vault and emailed to everyone.
Return merchandise authorization: frequently asked questions
When does the restocking fee apply?
Only when the customer ordered in error or no longer needs the goods. The template says no restocking fee applies to faulty, damaged-in-transit or wrongly sent goods.
What if the goods arrive in worse condition than described?
The seller explains what it found and offers the customer a choice: have the goods sent back, a paid repair at a quoted price, or a reduced refund or credit.
Does issuing an RMA admit the goods are faulty?
No. The template says so expressly. The outcome depends on the inspection.
Does this replace the customer's legal rights?
No. Consumer-law rights and the original sale terms still apply, and where they give the customer more, they win.
Is the template free?
Yes. It's free with FileIt eSignature, and the customer signs from the email link without an account.