Upon notification by the customer of the intent to return goods, the Sales Manager or the Service Manager will prepare a Return Goods Authorization Approval Template (RGA) and provide the RGA Number to the customer to identify the product upon return.
If the REV110-2 RETURNED GOODS AUTHORIZATION form is for defective product, a Customer Complaint Survey should also be completed. The RGA will be used as a receiving report for the return. All items received should be inspected, counted, and recorded on this report. The individual responsible for receiving the items will sign and date the report. Any damage and discrepancies are to be noted on this report and resolved by Customer Service Representatives.
If any goods are returned by the customer without a proper Return Goods Authorization Approval Template or other notification, the goods should not be restocked but should be held in receiving until either the Sales Manager or Customer Service Representatives complete a RGA or otherwise inform Receiving of the appropriate disposition.
The Sales/Service Manager should inspect and approve RGA returns from receiving. If the Returned Goods Authorization form is complete and satisfies the company Return Policy then forward the RGA to the Accounting Manager for return processing.
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