Siebel Call Center User Guide > RMAs and Service Orders >

Processing a Return Order

If the customer must return the item for repair or replacement to close the service request, the service representative must authorize the return. The RMA allows the customer to receive a replacement item, refund, or have their item repaired.

To process a return order

  1. Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.
  2. In the Service Requests list, select the service request associated with the return, and then click the Orders view tab.
  3. In the Orders list, add a new record and complete the fields.

    4. The Type field indicates what actions must be performed for this service transaction. Examples are RMA Return, Repair Order, Sales Order.

    The Status field default to Pending; change the status as necessary. The Site field is automatically completed when associated with an account.

  4. Save the order record.

 Siebel Call Center User Guide 
 Published: 18 April 2003