Obtaining Return Merchandise Authorizations (RMAs)

Return Merchandise Authorizations (RMAs)—also known as Return to Vendor (RTV) or Return Goods Authorizations (RGA)—are required to process product returns. The process to obtain an RMA varies depending on the vendor:

  • Vendor Portal / Email Request:
    Some vendors require submitting an RMA request through their vendor portal or via email as an RTV request.

  • Purchase Order as RMA:
    Other vendors allow us to use our Purchase Order (PO) number as the RMA. If this option is used, notify the vendor via email that a return will be sent referencing the PO number as the RMA. This notification should also be sent if the vendor does not respond to an RMA email request.

Important: Always refer to HubSpot for each vendor’s preferred RMA request method.

HubSpot and FreshDesk are your primary resources for managing RMA requests and vendor communications.

RMA Approval

  • Some vendor portals will automatically issue an RMA upon request.

  • For portals where the RMA status initially appears as pending, the vendor will email the RMA confirmation to the support team, which can be accessed in FreshDesk.

  • If an RMA remains pending, use the PO number from the original order to search FreshDesk for any related correspondence.

After Obtaining the RMA

Once the vendor approves the RMA and provides the RMA number:

  1. Upload the RMA number into the CRM.

  2. Create a return shipping label.

  3. Upload the return label to the customer’s account (Amazon customers only) .

Note: Detailed instructions for these steps are documented separately.

RMA Request Email Template

Subject: Urgent RMA Request for Order [PO #]


Dear RMA Team,


We urgently require a Return Merchandise Authorization (RMA) for the following order:


- Customer:  
- Purchase Order (PO) #:  
- Original Order Date:  
- Part #:  
- Quantity (QTY):  
- Reason for Return:  
- Condition: [NEW UNUSED]


Please process this RMA request promptly. 


Thank you for your immediate attention.


Sincerely,  
Autoplicity Team

Note: For Parts Unlimited, always include our Dealer Number and the Part Number as listed on their website.