Creating a Return Authorization for a Warranty Claim

Return authorizations are associated and tracked on the warranty claim record. You can view associated RMAs and other related claim records on the Claim Transactions subtab of the Related Records subtab. When a claim has existing RMA records, you cannot edit specific fields in the Warranty Information section of the claim record. You also cannot delete the claim. For more information, see Editing a Warranty Claim.

To create a return authorization for a warranty claim:

1. Go to Lists > Warranty and Repairs > Warranty Claims List.

2. On the Warranty Claim: Results page, click the View link for the claim record.

3. On the Warranty Claim page, click Create RMA. A new Return Authorization form is displayed.

4. On the Return Authorization page, in the Primary Information section, the following required fields are automatically populated with claim details. You can change the default values of editable fields.

   Field	Description
   Custom Form	Select the return authorization form.
   Customer	This field displays the customer indicated on the claim record.
   Date	The date of the RMA defaults to the current date. You can enter another date or pick a date from the calendar.
   Status	The status of the RMA defaults to Pending Approval. You can update the status.

5. Enter values in the other Primary and Sales Information section fields. In the Classification section, if you have the Class, Location, and Department features enabled, select or update the values in their corresponding fields.

   For more information about these return authorization sections, see Return Authorization (RMA) Forms.

6. In the Warranty Information section, you can review the details, such as the claim number, warranty item, and action. The fields displayed in this section depend on the action of the associated claim. They are automatically populated with details from the claim record and other related transactions.

7. On the Items subtab, you can do the following for each line item:

   1. In the Quantity column, enter the quantity.

      Note:

      For serialized items, the quantity must be set to 1 because you can process only one claim for each serial number.

   2. In the Inventory Detail column, click the Inventory Details icon to enter the details for serialized or lot numbered items, as indicated on the claim.

   3. You can enter other item details, such as the description, units, and unit price.

      Note:

      You must not add, change, or remove warranty items on the return authorization. If the warranty items do not match the details on the claim, the RMA cannot be submitted.

   4. Click OK to save a line item.

8. Click Save.

Return authorizations that are set to Pending Approval status are submitted for approval before you can create an item receipt. View the topics for procedures that follow after creating an RMA:

• To approve an RMA, see Approving a Return Authorization for a Warranty Claim.

• To create an item receipt, see Creating an Item Receipt from a Return Authorization.

• For replacement claims, if your account has the Ship Replacement in Advance preference enabled, you can proceed to creating the sales order. For instructions, see Creating a Sales Order for Replacement Claims. For more information about the preference, see Setting Warranty Preferences.

Viewing Related Records of Warranty Claims

Return authorizations and item receipts that you create on a warranty claim are tracked on the claim record. Only approved return authorizations are included for tracking. From a claim, you can open a related record in view or edit mode.

To view related records of warranty claims:

1. Go to Lists > Warranty and Repairs > Warranty Claims List.

2. On the Warranty Claim: Results page, click the View link for the claim record.

3. On the Warranty Claim page, click the Related Records subtab and then click the Claim Transactions subtab

4. In the list of claim transactions, you can access the record by doing either of the following:

   • Click the Edit link to open the record in edit mode.

   • In the Document Number column, click the number link to open the record in view mode.

   In view mode, the options to approve an RMA, create an item receipt, or create claim related transactions are displayed. For instructions, see the following topics:

   • Approving a Return Authorization for a Warranty Claim

   • Creating an Item Receipt from a Return Authorization

   • Processing Refund, Repair, and Replacement Claims

Approving a Return Authorization for a Warranty Claim

A return authorization in Pending Approval status can be approved or cancelled. On the RMA record, the options to approve and cancel are displayed only in view mode. For instructions on accessing an RMA, see Viewing Related Records of Warranty Claims.

The following instructions begin after opening an RMA record.

To approve a return authorization for a warranty claim:

1. On the Return Authorization page, verify that the details are correct and complete.

   You can edit a some details before approving the RMA. After saving your changes, the record returns to view mode. For more information about the claim fields that you can edit, see Creating a Return Authorization for a Warranty Claim.

2. Click Approve Return.

After approving an RMA, you can create an item receipt. If you choose to cancel, the RMA is not tracked on the claim record and it cannot be resubmitted for approval or further processing.

Related Topics

Warranty and Repairs Management

Setting Up Warranty and Repairs Management

Setting Warranty Preferences and Items

Warranty Registration

Warranty Claims

Return Authorization for Warranty Claims

Processing Refund, Repair, and Replacement Claims

Approving a Customer Return Authorization

Return Authorization (RMA) Forms

General Notices