Return Merchandise Authorization

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Return Merchandise Authorization

    Return Merchandise Authorization (RMA) enables buyers to return or replace faulty products through an agreement with the seller. ServiceNow’s Asset RMA Order catalog item provides streamlined, prescriptive flows to manage the RMA process efficiently. Each RMA request contains multiple request lines corresponding to assets or consumables selected for return or replacement.

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    Key Features

    • RMA Request Lines: Automatically created for each asset or consumable in an RMA request and tracked in the Hardware Asset Dashboard.
    • Automated Workflow: Flow Designer generates RMA tasks for each request line, including Assessment tasks to evaluate faulty assets.
    • Repair Options: On the Assessment task form, users select between on-site or off-site repair options, triggering respective workflows:
      • Off-site Repair Flow: Creates tasks for shipment, vendor RMA decision, and product receipt.
      • On-site Repair Flow: Creates an on-site repair task, with the option to escalate to off-site repair if unsuccessful.
    • Cancellation Controls: RMA requests can be canceled if no Assessment tasks are closed. Canceling an RMA request cancels all associated request lines and tasks. If a new RMA is submitted for an asset already under RMA, previous request lines are automatically canceled.
    • Role-Based Task Cancellation: Users with inventory or itil roles can cancel Assessment, Internal repair, or Shipping tasks.

    Practical Impact for ServiceNow Customers

    This RMA process enables ServiceNow customers to manage returns and repairs of faulty assets systematically and transparently. The automated task flows reduce manual effort and ensure compliance with vendor agreements for repair options. Customers gain visibility into all open RMAs through dashboards, maintain control over cancellations, and efficiently coordinate on-site and off-site repairs. This structured approach helps optimize asset lifecycle management and improves service delivery when handling faulty products.

    Return Merchandise Authorization (RMA) is an agreement between a buyer and seller that lets the buyer return or replace a faulty product. The Asset RMA Order catalog item has prescriptive flows to streamline the RMA process.

    An RMA request has RMA request lines. When an RMA request is submitted, an RMA request line is created for each asset and consumable that was selected. You can view a list of all the open RMA request lines in the Hardware Asset Dashboard. For details, see Hardware Asset dashboard.

    Workflow for Return Merchandise Authorization

    The Flow Designer application creates RMA tasks for every RMA request line. The RMA request is completed through the RMA tasks. An Assessment task is created for each RMA request line. The Assessment task is used to assess the faulty asset. When the state of an RMA task is updated, the Stage field on the RMA request line form is updated by default.

    When you receive a defective product or if a product becomes defective within its warranty period, you can request an Asset RMA Order. Based on your agreement with the vendor, you can decide to repair the faulty asset either on-site or off-site. On the Assessment task form, when you select off-site repair, the flow designer triggers the Asset RMA Off-site flow. The Asset RMA Off-site flow generates the following RMA tasks to complete the RMA process.
    • Shipment
    • Vendor RMA decision
    • Receive

    On the Assessment task from, when you select on-site repair, the flow designer triggers the Asset RMA On-site flow. The Asset RMA On-site flow generates the RMA task (On-site repair task) to complete the RMA process.

    After attempting an on-site repair, if the faulty asset couldn't be repaired, then you can send the product for an off-site repair. If you want to send the faulty product for an off-site repair, then the Asset RMA Off-site flow is triggered and the RMA process is completed through the Asset RMA Off-site Flow RMA tasks.

    You can cancel an RMA request as long none of the assessment tasks are closed for any of the RMA request lines. After an RMA request is canceled, all the associated RMA request lines and RMA tasks are canceled. If you submit RMA for an asset that is part of an existing RMA, the RMA request lines of the existing RMA request are automatically canceled. If an RMA task is canceled, the associated RMA request line is also canceled. If you have the inventory user or itil role, you can cancel an Assessment task, Internal repair task, or a Shipping task.