Sometimes your customer's journey requires them to return a product due to failure. As a retailer you have your customers' loyalty top of mind, but also have to balance the potential loss in profit that comes along with such a transaction. On top of that, your suppliers are protective of their own bottom line. So, how can you win the RMA game?
We've all seen it, the ridiculous refund request from the person that thought they could "rent your item for free." Big-Box stores have trained customers into this behavior, by taking ANYTHING back in ANY CONDITION. Standing your ground to prove a point doesn't win you any Customer Service Points, so here we are.
