The Return Authorization Slip
About the Return Authorization Form
The return authorization form (also called an RMA form) is a PDF document that ReturnZap generates after a customer's return request has been approved. It serves as the official record of the approved return and gives the customer everything they need to send their item back.
What's Included in the Form
Return Authorization Number
Each approved return is assigned a unique RMA number, which appears prominently on the form. This number is used to identify and track the return as it moves through your workflow.
Customer and Order Details
The form includes the customer's name, email address, and the original order number, providing a clear link between the return and the originating purchase.
Item Summary
Each item included in the return is listed with its product name, variant (size, color, etc.), quantity, and the return reason the customer selected at submission.
Approved Resolution
The form states the resolution that was approved for the return - whether that's a refund to the original payment method, store credit, or an exchange. This sets clear expectations for the customer before they ship anything back.
Return Shipping
The return shipping section of the form varies depending on the shipping method associated with the return:
- Prepaid label (merchant-generated) - If you provided a prepaid return shipping label through your carrier integration, the label is embedded directly in the PDF. The customer can print the form and use the label as-is, without needing to navigate to a separate link or download.
- Label purchased by the customer - If the customer purchased a return shipping label through ReturnZap's label purchasing flow, that label is similarly embedded in the PDF alongside the rest of the return details.
- Ship it myself - If the customer selected the ship-it-yourself option, no label is embedded. Instead, the form displays your configured return address and any custom shipping instructions you've set, so the customer knows where to send the package and how to arrange shipping on their own.
Return Address
The destination address where the customer should send their item is displayed clearly on the form, reducing the chance of items being misdirected. This appears in all cases, including when a label is embedded, as a reference.
Packing Instructions
Optionally, you can include custom instructions for how the customer should pack and prepare their return. This is configurable in your ReturnZap settings.
When the Form Is Surfaced to Customers
The return authorization PDF is generated at the point of approval, either automatically when a return is auto-approved by your rules, or manually when you approve a pending return from the ReturnZap dashboard.
Once generated, it is delivered to the customer in the following ways:
Approval Email
The RMA form is attached to the return approval email that ReturnZap sends to the customer. This is the primary delivery method and ensures the customer receives the form immediately upon approval.
Returns Portal
Customers can also access and re-download their RMA form at any time by returning to the returns portal and looking up their return. This is useful if a customer loses their original email.
Manual Share
If a customer contacts you directly and needs their RMA form resent, you can locate the return in the ReturnZap dashboard and trigger a resend of the approval email from there.