7.3 Reverse Logistics (RMA)
Reverse logistics is not waste management; it is a forensic investigation. A failed component is evidence of a process or material breach. If you return a bag of loose, undocumented parts to a supplier, they will return a "No Fault Found" (NFF) report, and you will absorb the cost. The goal of the RMA (Return Material Authorization) process is to force the supplier to acknowledge the failure, identifying the root cause, and securing financial credit.
The Forensic Flow
Treat a line failure like a crime scene. The integrity of the physical evidence determines whether the supplier accepts liability.
1. Immediate Containment (The "Stop" Signal)
If a specific part causes repeated failures (e.g., > 3 failures in an hour) → Then halt the line and quarantine all stock associated with that Lot/Date Code.
- Action: Physically segregate the reels/trays from the pick-and-place machine and the warehouse. Do not mix them with other lots.
2. Evidence Preservation
Suppliers will look for any excuse to deny a claim (ESD damage, handling error, moisture).
- Packaging: Return parts in the original moisture barrier bag (MBB) and ESD packaging if possible. If not, use new, compliant ESD packaging.
- Marking: Do not write directly on the component. Use labels on the bag.
- Scope: Capture the "Golden Sample" (the failing unit) and unused virgin samples from the same reel for comparison.
Data Capture: The RMA Intake Template
An RMA request without data is merely a complaint. An RMA request with data is a financial claim. Use this mandatory data structure for every request:
- Part Information: MPN (Manufacturer Part Number), Supplier Part Number, Manufacturer Name.
- Traceability (Critical):
- Lot Code / Date Code: Read from the physical component marking, not just the label.
- Work Order (WO): Where and when did it fail?
- Ref Des: Specific location on the board (e.g., C24, U5).
- Failure Mode:
- Bad: "Does not work," "Broken."
- Good: "Short circuit across pins 1-2," "High impedance," "Solderability failure—non-wetting."
- Visual Evidence: High-resolution photos of the top marking and the failure site (e.g., cracked package, corrosion).
Pro-Tip: Always request "Credit" rather than "Replacement" initially. If the supplier sends you a replacement, they might send the same bad lot. Get the credit, then buy a new lot (preferably from a different batch).
Disposition Logic
Once the RMA is approved by the supplier, you must decide the physical movement based on value and risk.
Scenario A: High Value / Analysis Required
- Action: Ship to Supplier for Failure Analysis (FA).
- Constraint: You must receive a formal RMA number before shipping. Sending parts without an RMA number guarantees they will be lost on the supplier's receiving dock.
Scenario B: Low Value / Known Defect
- Action: Field Scrap (Scrap on Site).
- Requirement: Supplier provides a "Certificate of Destruction" template. You destroy parts, sign the cert, and send photos. They issue credit. This saves freight costs.
Scenario C: Suspect Stock (Not yet failed)
- Action: Return to Vendor (RTV).
- Logic: If Lot X is confirmed bad, return all of Lot X currently in the warehouse. Do not wait for them to fail on the line.
The Feedback Loop (Scorecard Integration)
An RMA is a negative performance event. It must trigger a penalty in the Supplier Scorecard (see Chapter 8.1).
- Open Claim: Log the value of the RMA as "Disputed Spend."
- Resolution: If the supplier accepts fault, the event is logged as a Quality Escape.
- Debit Note: If the supplier drags their feet on credit, offset the amount against their next invoice (if contract allows).
Timing Rules
Evidence degrades with time.
- Notification: Notify supplier within 24 hours of the defect discovery.
- Shipment: Ship samples within 3 days of receiving the RMA number.
- Closure: If a supplier does not respond with an FA report within 14 days, escalate to the Account Manager.
Final Checklist
Parameter | Standard / Rule | Critical Value / Limit |
Evidence | Forensic Quality | Photos + Lot Code + Failure Description |
Packaging | ESD/MSD Compliant | Never ship loose in a standard box |
Authorization | RMA Number Required | No number = No ship |
Financial Goal | Credit Memo | Avoid "Replacement" if trust is low |
Traceability | Lot/Date Code | Must match physical part |
Escalation | 14 Days | No FA report = Automatic Escalation |
Disposition | Scrap on Site | Preferred for low-value (<$50) items |