Upon being notified by the customer of its intent to return the Company’s goods, the Customer Service Representative (CSR) should complete the Returned Goods Authorization Template and submit it to the affected Sales (Service) Department manager for approval or denial. The affected Sales (Service) Department Manager should ensure that the Reason for Return is reviewed, the return is approved, a Return Goods Authorization (RGA) code is assigned, and PM1070-1 RETURNED GOODS AUTHORIZATION is returned to the correct CSR. The CSR should relay the RGA code to the customer and instruct them to return the material with the RGA code prominently displayed.
Receiving should inspect and count returned items and record the results on PM1070-1. If damages or discrepancies are found, Receiving should note this on the form and submit the it to Customer Service for resolution. When the damage/discrepancy situation is resolved, Customer Service should return the updated Returned Goods Authorization Template, with comments, to Receiving. Upon completion, Receiving should submit one copy of the PM1070-1 to the Credit department for refund preparation and another copy to Inventory Control for appropriate disposition of the returned material (e.g., return to inventory, scrap).