RMA (Return Merchandise Authorization) is the process of returning faulty or defective products, aiming to identify the cause of the failure, perform the repair, and continuously improve the production process. A well-structured technical after-sales service is essential to maintain customer trust, protect the brand image, and close the quality cycle.
Production does not end with the product shipment — it is proven in technical return and customer support.
🧩 Common Steps of the RMA Process
| Step | Technical Description |
|---|---|
| Receipt | Product registration, serial number, version, reason for return |
| Technical Diagnosis | Re-execution of tests, comparison with golden/silver unit, logs |
| Failure Classification | Identification of production, usage, design, or testing error |
| Repair or Replacement | Execution of correction, complete revalidation, report issuance |
| Recurrence Analysis | Inclusion in dashboards, Pareto, top failures and process improvement |
⚠️ Risks of a Poorly Structured After-Sales
- Increased warranty cost
- Loss of trust and brand image
- Lack of traceability and repetition of failures
- Inability to act with concrete data
🔧 How AJOLLY Testing Supports Technical RMA and After-Sales
AJOLLY Testing provides tools, processes, and support so that after-sales becomes a point of technical excellence, and not a headache for the customer or the engineering team.
🛠️ Diagnosis and Technical Revalidation
- Benches with the capability of complete retests and detailed debugging
- Use of golden/silver units for behavior comparison
- Execution logs by serial number, firmware, operator, and cycle
📁 Traceability and DUT History
- Integration with MES and ERP systems to track from production
- Complete failure history by DUT, batch, line, and date
- Visualization via dashboards for after-sales (Power BI, Excel or customized)
📊 Recurrence Analysis and Continuous Improvement
- Quick identification of recurring failures
- Export to Pareto and top failures
- Support for quality engineering and FMEA
With AJOLLY Testing, your after-sales transforms from reactive to strategic — a tool for diagnosis, learning, and customer trust.