Return Material Authorization (RMAs) is a process of enabling the customer to return items that require evaluation, repair and/or replacement. The IceNet helpdesk is responsible for taking the customer through the entire process of verifying item issue, services to be performed and information on part/pricing for the service. Post that, co-ordination of replacement of the defective parts is undertaken.

All the RMA orders processed are monitored and tracked with follow ups and proof of delivery also undertaken. This helps ensure that RMA has been processed and materials is shipped to the right customer. Checks are also done on whether the requested parts have been delivered and the defective parts are sent back to the client.