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Business Scenario for RMAs and Service Orders

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A customer contacts a retail organization to return or repair an item that was purchased from the company.

The service representative creates a service order specifying the type of service transaction that is required, as well as information on pricing and requested shipment dates.

After receiving an RMA from the service representative, the customer may perform any of the following actions:

The customer returns a part for repair, and the part is fixed and returned to the customer.
The customer returns a part, and the service department sends the customer a replacement part.
The call center agent contacted by the customer dispatches a service representative to replace the part.

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