Siebel Order Management Guide > Distributed Order Orchestration > Tasks for Using Distributed Order Orchestration >

Using Return Merchandise Authorization Orders with Distributed Order Orchestration

If a customer wants to return merchandise for a refund, then the sales agent can submit an RMA order. When the merchandise is received, the warehouse records that it received the merchandise in an application that is integrated with Siebel Order Management. Because the applications are integrated, distributed order orchestration updates the status field of the RMA order in the Siebel application.

If the customer asks for the status of the RMA order, then the sales agent can check the Status field in the Siebel application.

Creating RMA Return Orders

To create an RMA order, the sales agent creates a new order and selects RMA Return at the order type.

The RMA return order is a new order that is not linked with the original order. RMA orders cannot be revised. RMA orders do not specify whether they are returned for credit or for cash. Distributed order orchestration supports RMA return orders.

To create RMA return orders

1. Navigate to the Orders screen, then the List view.
2. In the Service Orders list, add a new record, and complete the necessary fields.

   For more information about creating service orders, see Siebel Field Service Guide.

3. In the Type field, select RMA Return.
4. From the menu, select Submit.

Checking the Status of RMA Return Orders

Distributed order orchestration updates the status field of the RMA order asynchronously after the product is received and the receipt is entered in the application that is integrated with the Siebel application.

To check the status of RMA Return Orders

1. Navigate to the Orders screen.
2. Find the order you want, and look at the value in the Status field.