---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Return Merchandise Authorization case end-to-end workflow

# Return Merchandise Authorization case end-to-end workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Return Merchandise Authorization (RMA) end-to-end process is structured into a four-stage playbook that provides structured guidance and oversight throughout each phase. The RMA case workflow initiates when a customer logs
an issue for their products.

The following are the different phase involved in RMA case end-to-end workflow.

## Initiate case {#rma-case-end-to-end-flow__section_ocx_5nd_dhc}

* Agent action: Navigate to the RMA Case list and select New to open the RMA Case form.
* System action:
  * The playbook record generator renders the RMA Case form.
  * And once the RMA Case form is rendered, Agent fills the customer details and Request Source fields, and select Save.
  * The system creates the RMA Case in the Draft State.
  {#rma-case-end-to-end-flow__ul_rbs_znd_dhc}
* Agent action: Add defective install base items as RMA Case Lines.
* System action: Create RMA Case Lines for each selected item.
* Agent action: Update each line with request reason code and customer-expected resolution, then submit.
{#rma-case-end-to-end-flow__ul_z5s_wnd_dhc}

## Review case {#rma-case-end-to-end-flow__section_k1b_jnk_dhc}

Agent action:

* Assign the case to an agent, moving it to Work In Progress (WIP).
* Perform warranty and entitlement checks for each case line.
* Update proposed resolution sales return cases.
{#rma-case-end-to-end-flow__ul_ef1_zsl_2hc}

## Resolve case {#rma-case-end-to-end-flow__section_skl_1nk_dhc}

Agent action:

* Create tasks for support teams if needed.
* Place case lines in the Awaiting Info state if more information is required.
* Communicate with the customer as needed.
* Update resolution codes and state for all case lines once resolved.
{#rma-case-end-to-end-flow__ul_ngz_2nk_dhc}

## Close case {#rma-case-end-to-end-flow__section_bs4_hnk_dhc}

Agent action:

* Put the RMA case in Resolved state and formally close the case after all lines are resolved.
* Send a final communication to the customer confirming the closure.
{#rma-case-end-to-end-flow__ul_rzy_hnk_dhc}

## What to explore next {#rma-case-end-to-end-flow__section_related_links_rma_e2e}

* [Activate the Return Merchandise Authorization plugin](https://www.servicenow.com/docs/u7Zns_1W64u061DqiG2mtQ "If you have the admin role, you can activate the RMA Case Management plugin (com.sn_csm_rma_case). The plugin enables you to manage and triage return cases for customer products and services, addressing returns, replacements, and repair use cases.")
* [Return Merchandise Authorization Case Management](https://www.servicenow.com/docs/fHwAMCoYlqXZjj1DxzVxUw "Reference topic provides additional information about lists and forms that you can use to configure Return Merchandise Authorization (RMA) Case Management.")
{#rma-case-end-to-end-flow__ul_related_links_rma_e2e}