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RMAs and Service Orders

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This chapter describes how to handle service requests that involve returning products for replacement, refund, or repair.

Depending on the nature of an organization's business, successful resolution of customer service issues may often require the creation of a service order or return merchandise authorization (RMA). Before an item can be returned, the organization usually requires a return authorization. The RMA authorizes the return and initiates the process by which the customer receives a replacement item, refund, or repair. Service orders (SOs) do not necessarily require returned merchandise, but do require the ordering of service products or service packages defined by the support organization.

Multiple types of customer return service orders are supported:

RMA advance exchange is supported when a replacement part is shipped immediately and the defective part is returned later
RMA repair and return is supported when the defective part is received and repaired and then shipped back to the customer
RMA return is supported when the defective or good part is received but no replacement or repair is required

The call center agents have immediate access to all order handling and bill information for each shipment, and can enter and track RMAs, as well as service orders.

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