Upon being notified by the customer of its intent to return goods, Sales (or Customer Service) should prepare a Return Materials Authorization ISO Template. A Return Goods Authorization (RGA) number will be assigned or generated and this will be given to the customer, to identify the product upon its return. If the RGA is for a defective product, a customer complaint should also be logged. Return Goods Authorization gives a customer express permission to return product that does not satisfy that customer’s needs.

QP1030-3 RETURN GOODS AUTHORIZATION should be used as a receiving report for the return. All items received will be inspected, counted, and recorded on this form. The individual responsible for receiving the items should sign and date the form. Receiving should place the returned product in a designated “hold” area, with a copy of the RGA attached for identification, and notify Quality Assurance to analyze, verify, and report on the identified nonconformity.