# RMA (return merchandise authorisation) > The authorised process for returning faulty equipment to the manufacturer for repair or replacement. Also known as: RMA, return merchandise authorization. Category: E-commerce and workflow. A return merchandise authorisation (RMA) is the manufacturer's approval and reference number for returning a faulty product for repair, replacement or refund. Shipping a device without one usually delays handling. ## How PhotoRobot uses it In PhotoRobot's PWS programme, a factory repair under RMA is the last step of the escalation ladder after ticket, visual guidance, remote session and on-site visit. ## Related terms - [PWS (PhotoRobot support programme)](https://www.photorobot.com/glossary/pws): PhotoRobot's support programme providing a single point of technical responsibility for the imaging workflow. - [SLA (service level agreement)](https://www.photorobot.com/glossary/sla): A contract that defines the service levels a provider commits to, such as response times. - [Remote support](https://www.photorobot.com/glossary/remote-support): Diagnosing and fixing a system over the internet, with the customer's consent, instead of on site. ## Where this term appears on photorobot.com Mentioned on 6 pages. Most relevant: - [PhotoRobot PWS](https://www.photorobot.com/pws): …needs: asynchronous ticket → live visual guidance → remote session → on-site → factory / RMA. - [Service Level Agreement (SLA) for PhotoRobot Hardware](https://www.photorobot.com/legal/sla-hw): …SLA applies to: warranty support, post-warranty technical support, remote diagnostics, RMA processes, assistance with identifying replacement parts. - [PhotoRobot Customer Support Terms](https://www.photorobot.com/legal/support): …guidance recommended maintenance routines identification of required replacement parts RMA process coordination (!) - Hardware repairs, physical servicing, on-site work, or mechanical interventions… - [PhotoRobot Warranty Terms](https://www.photorobot.com/legal/warranty): RMA means the Return Material Authorization process described in the Service Level Agreement (SLA) for PhotoRobot Hardware. - [PhotoRobot Warranty Terms v1.1](https://www.photorobot.com/legal-version/warranty-v1-1): RMA means the Return Material Authorization process described in the Service Level Agreement (SLA) for PhotoRobot Hardware. - [PhotoRobot Service Level Agreements (SLA)](https://www.photorobot.com/legal/sla): URL: This SLA defines: hardware incident classification response-time guarantees diagnostic procedures RMA workflow rules for replacement parts exclusions relevant to physical devices Applies to all…