Return Merchandise Authorization case user journey

The Return Merchandise Authorization (RMA) user journey describes the steps a customer and support agent take when handling a sales return cases.

The RMA user journey starts when a customer reports an issue. The agent then manages the request through a clear four-stage process:

1. Initiate the case
2. Review the details and entitlements
3. Resolve the issue
4. Close the case

This approach confirms that every request is handled smoothly, with clear communication and a focus on effective resolution.

Table 1. Steps involved in the RMA case user journey

Steps	User	Action	System response
1	Customer	Identifies product issue and contacts customer support.	Support request is logged. Customer is guided to provide product and issue details.
2	Agent	Receives request and navigates to the RMA Case list.	Agent selects New to initiate RMA Case creation.
3	Agent	Fills in customer or account details and request source in the RMA Case form.	System renders the form and creates the RMA Case in Draft state.
4	Agent	Adds defective products as RMA Case Lines by selecting from customer’s install base items.	System creates RMA Case Lines for each selected item.
5	Agent	Updates each case line with request reason code (such as defective, damaged) and customer expected resolution.	System saves details. Agent submits the case for processing.
6	Agent	Assigns the case to self (or another agent) to begin processing.	RMA Case and lines move to Work In Progress state.
7	Agent	Reviews warranty and entitlements for each case line.	System displays entitlement status and enables agent to add entitlements as needed.
8	Agent	Decision: Accept or Reject RMA Case?	If accepted, proceed to next step. If rejected, agent notifies customer and closes the case.
9	Agent	(If accepted) Proposed solution and updates repair type.	System records proposed resolution.
10	Customer	Reviews proposed solution and provided feedback (accepts or requests clarification).	System logs customer response.
11	Agent	If additional work is required, create task for specialist.	System assigns task and tracks progress for each case line.
12	Agent	Updates case line and overall case status as tasks are completed and customer feedback is received.	System transitions case through Resolved and Closed states as appropriate.
13	Agent	Communicates final resolution to customer and formally closes the case.	System archives the case and all related records.

Figure 1. RMA case user journey

Related concepts

• Return Merchandise Authorization case end-to-end workflow