---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Return Merchandise Authorization

# Return Merchandise Authorization {#ariaid-title1}

* Release version: Australia
* 
* Updated August 14, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Return Merchandise Authorization (RMA) enables the return, replacement, and repair for install base items. It offers simplified processes, decreased turnaround time, and a unified workflow.

The RMA Case Management application includes the RMA case type. This case type provides the ability to reference multiple install base items as case line items on an RMA case record.

Using case line items, multiple issues can be tracked for the same RMA case. Also, the issues can be resolved in each case line item independently before resolving and closing the RMA case.

## What to explore next {#return-merchandise-authorization__section_related_links_rma}

* [Activate the Return Merchandise Authorization plugin](https://www.servicenow.com/docs/u7Zns_1W64u061DqiG2mtQ "If you have the admin role, you can activate the RMA Case Management plugin (com.sn_csm_rma_case). The plugin enables you to manage and triage return cases for customer products and services, addressing returns, replacements, and repair use cases.")
* [Return Merchandise Authorization Case Management](https://www.servicenow.com/docs/fHwAMCoYlqXZjj1DxzVxUw "Reference topic provides additional information about lists and forms that you can use to configure Return Merchandise Authorization (RMA) Case Management.")
{#return-merchandise-authorization__ul_related_links_rma}