Create a Return Material Authorization (RMA)

You can create a return material authorization (RMA) for a defective part:

In this case, a customer returns the defective or broken part. The field service administrator must capture the details of this part by creating an RMA for the defective or broken part.

1. Follow the same process as you'd to order a new customer replaceable part.

2. In the Add Part window, select a service activity code that has been set up for customer service returns (business process - Customer Support). Then select the defective part being returned from the Item list of values. Enter the quantity. Use the information in the table below to enter other information:

   Attribute	Value
   Item	Items assigned to the selected destination organization. Items must have the following attributes set up in the Item Master: Material billable = M Stock enabled = Yes Transactions enabled = Yes Returnable = Yes Must be assigned a billing type tied to the billing category Material
   Return Reason	Select from the list of values derived from lookup type DOO_RETURN_REASON.
   Destination Organization	Value set for the profile option: Default Return Organization.
   Destination Subinventory	Subinventories of the selected inventory organization.
   Ship-to Address Type	Customer
   Ship-to Customer	LOV used to select a different customer than the one entered for the document type. This is an optional field used to ship parts to a customer address that's different from the service request. Note: When you select a different customer, the Ship-to Address field defaults to the ship-to customer’s address.
   Ship-to Address	Defaults to the primary ship-to address of the customer party.
   Return-from Customer	List of values includes valid customers and is the same as the existing bill-to customers. Use this field to change the return-from customer. Create sales orders using the sold-to customer to identify the physical location of the part. This is the customer or organization who's returning the item. You can use the same customer and address information for tax credit calculations.
   Return-from Address	The list of values includes the ship-to party addresses related to the customer selected in the Return-from Customer field.

3. Return to the main page (Create Part Requirement page) and click Order. This creates the RMA. The sales order is created in the Submitted status with the order and order line types defined in the selected Service Activity Code. The order line type is typically used to assign the correct DOO Orchestration Process.