Receiving Damaged Products
Return Material Authorizations
The repair process may begin with a customer calling the support center with a problem. If you create a return material authorization (RMA) via the Service Requests window, depot repair will be able to link each repair line to an RMA as well as to the service request. A person diagnosing the problem with the returned product can then view all the symptoms reported by the client, various actions taken to resolve those symptoms, and the service solutions already attempted. Information such as the customer name and number is defaulted to the Returns window to reduce data entry. In the Returns window, each RMA line that represents products returned for repair should be marked accordingly. This enables the Depot Repair Control concurrent program to bring only those products that are to be repaired through depot repair.
Once an RMA has been received, you can view all RMA lines as repair lines in the Repairs window. The Depot Repair Control concurrent program automatically populates depot repair whenever an RMA is fully received in Inventory.
You can process repairs even if the entire quantity has not been received. For example, if your customer promises to return two units but only returns one of them, you can initiate repair for the quantity returned. Repair for the other unit begins after you have received it.
Note: For a product to be returned through an RMA, the item attribute Returnable must be Yes.
See Also
Overview of Returns
Defining Items
Depot Repair Control
Depot Repair Control, a concurrent program, automatically populates depot repair whenever an RMA is received in Inventory. The Depot Repair Control program creates repair data based on RMA receipts. All RMA lines designated as Return for Repair lines are eligible. While creating repair lines, RMA lines for serialized items with a quantity greater than one are split into multiple lines of quantity one, each with a unique serial number. If the customer product in the installed base can be identified with the repair line, the program also links the customer product to the repair line automatically. For non-serialized items, customer product information is not captured by the concurrent program, but a customer product can be linked to a repair in the Repairs window.
The Depot Repair Control program also updates the status of repair lines whose jobs are completed in WIP and closes repair lines that have been shipped back to the customer.
See Also
Concurrent Processes
