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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Return Merchandise Authorization case user journey

# Return Merchandise Authorization case user journey {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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
{#rma-case-user-journey__ol_hvm_tjn_2hc}This approach confirms that every request is handled smoothly, with clear communication and a focus on effective resolution.
{#rma-case-user-journey__table_jr2_t1k_bht__entry__4}

| 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. |
[Table 1. Steps involved in the RMA case user journey]

{#rma-case-user-journey__table_jr2_t1k_bht} Figure 1. RMA case user journey

## What to explore next {#rma-case-user-journey__section_related_links_rma_uj}

* [Activate the Return Merchandise Authorization plugin](https://www.servicenow.com/docs/q4mhC3MzFGaBT4mmf9KHaQ "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/htGjJN1sbb9htH~37g6rqw "Reference topic provides additional information about lists and forms that you can use to configure Return Merchandise Authorization (RMA) Case Management.")
{#rma-case-user-journey__ul_related_links_rma_uj}