Creating a Return Authorization for a Warranty Claim

Return authorizations are linked and tracked on the warranty claim record. You can see related RMAs and other claim records on the Claim Transactions subtab under Related Records subtab.

Note:

Manually attaching transaction records to an RMA isn't supported.

When a claim has RMA records, you can't edit certain fields in the Warranty Information section, and you can't 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.

4. On the Return Authorization page, in the Primary Information section, enter or select values for the following fields:

   1. Custom Form – Select your return authorization form.

   2. Date – Enter a date or select a date from the calendar.

      This field is set to the current date by default.

   3. Status – Select a status.

      This field is set to Pending Approval by default.

   To learn more about return authorization sections and how to fill out the other fields, see Entering a Standalone Return Authorization.

5. In the Warranty Information section, review the values of the following fields:

   • Claim Number

   • Item

   • Serial/Lot Number

   • Action

   The fields shown in this section depend on the action of the claim. These fields are filled in automatically with details from the claim and other related transactions.

6. On the Items subtab, review and update the following columns for each line item as needed:

   1. Quantity – Enter the quantity.

      For serialized items, set the quantity to 1 because you can only process one claim per serial number.

   2. Inventory Detail – Click the Inventory Details icon to enter details for serialized or lot numbered items, as shown on the claim.

   Note:

   You shouldn't add, change, or remove warranty items on the return authorization. If the warranty items don't match the claim details, you can't submit the RMA.

7. 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:

Return authorizations with Pending Approval status are submitted for approval before you can create an item receipt. See the following topics for what to do after you create 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 you create on a warranty claim are tracked in the claim record. Only approved return authorizations are tracked.

From a claim, you can open related records 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, you’ll see options to approve an RMA, create an item receipt, or create claim related transactions.

   • 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 with Pending Approval status can be approved or cancelled. On the RMA record, you’ll see the approve and cancel options only in view mode. For instructions on accessing an RMA, see Viewing Related Records of Warranty Claims.

To approve a return authorization for a warranty claim:

1. On the Return Authorization page, make sure the details are correct and complete.

   You can edit some details before approving the RMA. 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 you approve an RMA, you can create an item receipt. If you cancel, the RMA isn't tracked on the claim record and can't be resubmitted for approval or further processing.

Related Topics

• Warranty and Repairs Management SuiteApp
• 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