Create Return Merchandise Authorization case lines

Create return merchandise authorization case lines directly from install base items or sold product entities to manage the full post-sale life cycle of products sold to customers.

Before you begin

Role required: sn_csm_rma_case.csm_rma_case_agent

Procedure

1. Navigate to the CSM/FSM Configurable Workspace.
2. From the list, navigate to RMA cases and select All to open the list of cases.
3. Open an RMA case.
4. On the form, fill in the fields.
   To learn more about the fields on the form, see RMA case line form.
5. Select Save and Continue.
6. In the Add and edit items window, select Add to add an install base item or a sold product as a line item.
7. Select Add, exit the pop-up and select Save and submit.
8. In the Review entitlements window, add any entitlements and select Verify and continue.
9. In the Propose issue solution screen, select the case line that you're working on and select Edit.
   • Based on the requirement, select Refund, Replacement, Reject, or Repair as a proposed resolution.
   • Update the state of the case to Draft, New, Work in progress, Awaiting info, Awaiting shipment, Resolved-Accepted, Resolved- Denied, Closed, or Canceled. At this stage, you can move forward only if the case is set to work in progress.
10. In the Resolve issues window, edit the proposed resolution and state of the case and select Save and continue.
    Note:

    The resolution code for all case lines must be in either the Resolved - Accepted, Resolved - Denied, or the Canceled state.
11. In the Propose case solution window, add the resolution code and the resolution notes.
12. Select Save and continue.

Related reference

• RMA case line form