--- title: RMA Guide description: RMA Guide for Sales Support and Decoration --- [Skip to content](https://ithelpdesk.richardsoncap.com/kb/rma-quick-guide#main-content) English Show submenu for translations [Customer portal](https://ithelpdesk.richardsoncap.com/tickets-view?hsLang=en) ![RichardsonLogo-3.png\]](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/RichardsonLogo-3.png?height=39&name=RichardsonLogo-3.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://ithelpdesk.richardsoncap.com/tickets-view) - Go to richardsonsports.com Go to richardsonsports.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Richardson Knowledge Base](https://ithelpdesk.richardsoncap.com/kb?hsLang=en) 2. [CS - General](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en) 3. [Miscellaneous](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#miscellaneous) # RMA Guide ## An overview of RMAs processed by both the Sales Support team and Decoration team → [Jump to Sales Support RMA Types](https://ithelpdesk.richardsoncap.com/kb/rma-quick-guide#Types-SS) [→ Jump to Decoration RMA Types](https://ithelpdesk.richardsoncap.com/kb/rma-quick-guide#Decoration) [→ Jump to Email Templates](https://ithelpdesk.richardsoncap.com/kb/rma-quick-guide#EmailTemplates) → [Link to Box Dimensions Knowledge Base](https://ithelpdesk.richardsoncap.com/kb/box-dimensions?hsLang=en) [→ Link to Swapped Package Procedure Knowledge Base](https://ithelpdesk.richardsoncap.com/kb/swapped-package-procedure?hsLang=en) | ### What is an RMA? | | --- | **RMA** stands for **Return Merchandise Authorization**. #### **Why RMA type matters** We handle several types of RMAs each day, and each type has its own requirements. All RMAs are currently processed in SAP’s Service Call (F11) window, so it is important to understand the difference between each RMA type before creating the Service Call. #### **Customer Service expectations** In addition to choosing the correct RMA type, we should focus on providing a high level of customer service. Customers are contacting us because they need help resolving a problem, so our responses should be clear, accurate, and solution focused. We also have a responsibility to “prove the story”. We are responsible for researching the issue and providing solutions. #### **Where to find processing examples** Use the sections below to review each RMA type and the required information for that type. RMA Service Call templates and examples are available in the **RMA Examples PowerPoint** in SharePoint. #### **Things to remember** All RMA types (excluding Not Needed) require an Incident Report to be submitted in addition to the RMA. This helps track trends and helps admin provide support where needed. Make sure to note next steps per RMA type and follow through. The Sales Support team does not typically process an RMA for a decorated order unless it is a swap. Confirm with your coordinator if unsure how to proceed with an RMA. #### **Does qty matter when processing a return?** Yes! Returning 3 or less pieces of blank headwear is not economically efficient. See below for related guidelines. *Apparel* – doesn't matter qty, always return, even 1 piece *Blank Headwear* - - 3 or less – no questions asked - 5 or less – double check pricing and inventory to help determine if we want to bring them back - 6+ - always bring back - We do not accept returns on Phased Out/Closed Out caps #### **What about international returns?** Not Needed returns from international accounts are always approved. However, if an international account wants to return items (blank or dec) due to a Richardson error, please get with Andrea before promising a return or doing a replacement. | ### **What is the Return Policy?** | | --- | Here is our return policy for headwear, straight from the price sheet. The new website also lists the return policy on the account dashboard for easy access.  ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-05-35-6076-PM.png?width=665&height=399&name=undefined-Aug-26-2026-09-05-35-6076-PM.png) #### **How do customers initiate returns?**  ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-06-13-0930-PM.png?width=670&height=263&name=undefined-Aug-26-2026-09-06-13-0930-PM.png) \*\*\*\*Here is a link to a great video provided by Monique, all about the new Returns process on the new website - [New Returns Section](https://vimeo.com/1215006035) We have a great new feature on the new website that will make it easier and more clear for the customers on what can and cannot be returned. There is a column under **Order History** that indicates if an order qualifies for a return. Currently, only *blank* orders that shipped less than 60 days ago are eligible for a return. Customers who would like to return a decorated order need to email into their division email and our team will advise on next steps. Returns submitted through the website come into the Return pipeline in HubSpot. The Richardson Returns Department processes these returns and will partner with Sales Support and the Decoration team as needed. In addition to using the website, customers also call or email in their return requests. The emailed in requests are found in the Verified and General Inquiries pipeline in HubSpot. | ### Order of operations for processing RMAs **(Sales Support)** | | --- | There is an order of operations to be followed when processing an RMA. The following steps are to be used for a Richardson Error. --- *Please remember to use the steps as they apply to your situation.* *Example: A replacement order, Must Ship request, and an email label do not apply if the RMA type is Credit.* - Process the replacement order - Submit a Must Ship (a request to the warehouse to prioritze shipping the order) - Process the RMA - Request an email label - Log incident in the RMA/Credit Incident Report Not Needed RMAs are not classified as an incident as Richardson is not at fault for a customer deciding to not keep product.  | ### *RMA Types – Sales Support* | | --- | #### **Not Needed**: *Dealer or dealer's end user no longer needs the caps. These can be returned under a Not Needed RMA if the caps are unworn and not yet decorated.* Process the RMA according to the template found in the RMA Examples PowerPoint. In the past, we have sent the RMA attachment via email through SAP. This way does not provide a paper trail for us to see if the attachment was sent. Going forward, the RMA attachment should be downloaded from SAP and included in an email in HubSpot to the customer. Included in this document are the suggested email templates. The RMA attachment looks like the screenshot below. It includes the comment line from the RMA, the order number, PO number, the address to return the items to, as well as a disclaimer about the Restock fee.  ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-10-38-8945-PM.png?width=670&height=463&name=undefined-Aug-26-2026-09-10-38-8945-PM.png)   --- #### **Pick Error**: *Incorrect product was picked off the shelf in our warehouse and shipped to the customer. Customers may receive the exact quantity they were expecting, just the wrong cap, or it might be slightly more or slightly less.* General rules of thumb: - 3 or less – no questions asked - 5 or less – double check pricing and inventory to help determine if we want to bring them back - 6+ - always bring back Questions to ask to confirm the pick error: - Can you please send pictures of what you received? (if the customer says they received the wrong colorway, but the colorway could be mistaken for a different colorway) - Please double check the internal label to confirm the size of the cap. (when the customer says they received the wrong size. The bill sticker may not match the internal label, so it is best practice to check the internal label) --- #### **Short**: *Customer receives less than they ordered. Typically fewer in quantity, not whole styles missing off the order.* *Ask yourself, what questions make sense to ask? (if the short is 12+) Look at the big picture. Did it ship in multiple boxes?* Questions to ask to confirm the short: - Did you receive anything in its place? (when the customer says they did not receive what they ordered. Could turn into a Pick Error. *Remember: it is easier for a customer to omit information than it is to give false information*) - Did you receive anything extra in your shipment that was not on the original order? - Was the box opened or damaged? - Could someone in the office or warehouse have opened the box and removed the missing caps? **How can we prove a short?** Here is an example: “Call- 8575896 customer states they were short (28) 112 Tri Black/White/Red OSFM. They did not receive any additional sizes or colors. Looking at shipment details it looks like we only shipped (1) 144 piece box out of Oregon which would not be big enough to fit all 176 pieces in. Can we look into this one?” How do we research this? See how many caps shipped on the shipment with the shorted caps. Click the Prod number of the shorted cap line and target document to the Delivery tab.  ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-11-49-5130-PM.png?width=670&height=208&name=undefined-Aug-26-2026-09-11-49-5130-PM.png)   Click “Volume and Weight Calculation” to see the total number of caps in the shipment.   ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-12-06-1566-PM.png?width=670&height=460&name=undefined-Aug-26-2026-09-12-06-1566-PM.png)   Search the order number in Report Server WMS Shipment Details. DIMENSIONS show what box was used to ship.    ![](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/undefined-Aug-26-2026-09-12-20-7744-PM.png?width=670&height=160&name=undefined-Aug-26-2026-09-12-20-7744-PM.png)  Check the Box Sizes and Dimensions doc to compare and match the dimensions. Analyze: Customer said they were short 28 caps. We see that 176 caps were supposed to have shipped in one shipment but multiple boxes because they would not fit in a 144 box. Report Server shows the same tracking number for the four lines, which means only one box was used. The box dimensions shown in Report Server match the dimensions of the 144 box, which supports the claim that the customer was 28 caps short. --- #### **UPS/FedEx Delays:** What to do if a package is delayed or stuck in transit: - Check the tracking: how many days since movement? - FedEx – we do not have additional insight into the tracking past what is shown (we can’t see more than you can) - UPS – Linda and Andrea have a log in to see additional information, but are still limited to what is on the tracking - Create a replacement and let them know the credit will be applied pending the return of the duplicate shipment (whether the first or second shipment) - Fill out a new entry in the Label Created/Missing Shipments Tracking excel sheet found in SharePoint --- --- | ### *RMA Types – Sales Support and Decoration* | | --- | #### **Credit**: *Also known as a refund, but the internal verbiage is “credit”. Net Terms accounts will receive a credit on their account that can be applied to future purchases. Credit Card accounts will receive a refund on the card that was used on the order.* There are multiple reasons we would process a Credit RMA. A few common examples: - A customer was shorted on their order, but they request a credit rather than a replacement - A customer reports being overcharged on an order/shipment. SS1 may process a Credit RMA after confirming and proving the overage Process the RMA according to the template found in the RMA Examples PowerPoint. This RMA goes straight to Accounting to be processed, nothing further action needed from CS. This Credit RMA is a request for a credit and does not result in an immediate credit to the customer. Accounting processes the credit and creates a Credit Memo (CM), which can be viewed in Credit Memo F9 in SAP, and adds the CM number to the Resolutions tab in the Credit RMA. The customer can view the CM via the Invoice and Payment portal on their Account Dashboard. \*\*\*There are times the decoration team may offer a discount to a customer to keep decorated caps. This is a helpful, standardized comment line: CREDIT $\_\_\_.\_\_ FOR CUSTOMER TO KEEP HATS AT \_\_% DUE TO \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_- No Replacement Needed --- #### **Swap – Blank and Decorated:** See **Swapped Package Procedure** located in SharePoint ---   | ### *RMA Types – Decoration (rarely Sales Support)* | | --- | #### **Inspection:** *Inspection RMAs are processed most often by the decoration team. Some common reasons to process an Inspection RMA include:* - Patches/Labels were applied off center. Inspection is needed to determine how many are outside the approved variance - Embroidery color does not match the button color as shown on the proof. Inspection is needed to determine if the embroidery is the PMS match to the cap Use the comment line: INSPECT – EMAIL (CSR’s name) & CC RETURNS WHEN CAPS ARRIVE\*\* - (Short description of needed action) Explain the situation and solution in more detail in the Remarks tab. --- #### **Rework**: *Rework RMAs are processed most often by the decoration team. Some common reasons to process a Rework RMA include:* - Patches were produced with a spelling error. Caps are returned, new patches are ordered and then applied again to the caps. Use the comment line: REWORK – EMAIL (CSR’s name) & CC RETURNS WHEN CAPS ARRIVE\*\* - (Short description of needed action) Explain the situation and solution in more detail in the Remarks tab. --- ### **Other:** #### **UPS Claims:** UPS CLAIM -----------\> 60 DAY LIMIT!! Email the below information to [LindaC@RichardsonSports.com](mailto:LindaC@RichardsonSports.com) Subject line: “UPS CLAIM – Order Number – Tracking Number” - Sales Order # - - Tracking # (for each affected package) - - Caps & Qty - - Reason - - Replacement? Yes or No - Contact: \*Preferably Recipient of package\* - Email of package recipient - - Phone # of package recipient - - Damaged Box with labels showing - Damaged merch - Damaged box and merch together \*\*Pictures needed only if damage is reported. Pics needed are listed below\*\* *Note: UPS accepts .JPG, .JPEG, .TIF, .TIFF, .BMP, .PDF, .DOC, .DOCX, and .PNG file formats.* --- #### **Return To Sender (RTS)/Reroutes – What to do:** Front Crew Team is responsible for researching and supplying Linda with all relevant information needed to process an RTS/Reroute. Linda will process the RTS/Reroute with UPS and the RMA as needed. *Scenarios for RTS/Reroutes:* - Customer enters incorrect address on web order - End User Cancelled Order - Severe Weather *Things to know:* If the package is already scheduled and/or out for delivery, then a Reroute/RTS cannot be attempted or completed. If the customer is at fault, the fee for an RTS/Reroute is $18 per tracking number/box. Additional transport fees may be incurred on Reroutes. #### ***Information to send to [LindaC@RichardsonSports.com](mailto:LindaC@RichardsonSports.com):*** - Sales Order # - - Account # - - Tracking # (for each package) - - Is this an RTS or a Reroute? - Reason for RTS/Reroute - Who is at fault? - - Is an RMA needed? - \*Additional info only needed on Reroutes\* - Customer contact - - Contact phone # - - New Ship to Address - --- | ### EMAIL TEMPLATES | | --- | **Not Needed: Adapt as needed for the situation** Hello xx, Thank you for confirming. Attached is your RMA for PO xx under RMA #xx. Please return product to our Oregon warehouse which is listed below, as well as on the RMA document. \*\* Please include a copy of the attached RA Form(s) inside the box and write the RA # on the outside of the box. \*\* Richardson Sports 500 International Way Springfield OR, 97477 Please feel free to reach out with any further questions! Kind Regards, --- **Richardson Error: Adapt as needed for the situation** Hello xx, Thank you for reaching out, we apologize for this inconvenience. We have processed replacement order xx for xx pieces of the xx. The credit has been requested under RMA xx. \*\*Returns will provide the UPS Email Label for the incorrect product and it will come from [returns@richardsonsports.com](mailto:returns@richardsonsports.com) within the next several business days (excluding any Holidays). \*\* \*\* Any Credit that is due will be processed after the product has been returned. \*\* Thank you for your patience and understanding. Please feel free to reach out if you have any questions or concerns. 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