As Industry 4.0 reshape value creation through digital platforms, enhancing customer-centricity becomes essential, especially in Return Merchandise Authorization (RMA) processes, which often struggle with inefficiencies like manual interventions and limited visibility. This paper proposes a Smart RMA platform that leverages Industry 4.0 technologies to automate tasks and improve operational efficiency, thus optimizing RMA operations and enhancing customer experience. The platform's modular architecture increases workflow flexibility and fosters stakeholder collaboration through improved communication and real-time data access. Despite challenges in data integration and limitations of machine learning algorithms, this platform marks a significant step towards improving RMA processes in terms of customer satisfaction and operational effectiveness.