Completing a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Completing a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets

    This guide provides a step-by-step process for ServiceNow customers to complete a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets. Completing the RMA involves several tasks that need to be performed for each order line, ultimately moving them to the Completed stage and closing the order.

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    Key Features

    • Supported RMA Actions: Different actions require specific tasks to be completed, such as on-site repair, on-site replacement, off-site repair, and off-site replacement.
    • Task Breakdown: Each action includes tasks including assessment, scheduling, evaluation, shipping, receiving, and repairing the DaaS asset.
    • Evaluation Criteria: Customers can choose to repair, replace, or reject the RMA request based on the evaluation of the defective asset.

    Key Outcomes

    By following the outlined tasks for each supported RMA action, customers can effectively manage defective DaaS assets, ensuring timely repairs or replacements. Completing all necessary tasks leads to the closure of RMA orders, enhancing asset management and customer satisfaction.

    After you create an RMA response order with corresponding RMA response order lines, you must perform various tasks to complete and close the order.

    Based on the action that you want to take on your defective DaaS assets, you must complete a specific set of tasks for each RMA response order line within an RMA response order. After you complete all tasks for an order line, it moves to the Completed stage. After every order line reaches the Completed stage, the order is closed.
    Table 1. Tasks for supported RMA actions
    Supported RMA action Tasks
    On-site repair
    1. RMA assessment task to assess the defective DaaS asset.
    2. Schedule task to schedule a visit to the customer site.
    3. Evaluate RMA asset task to evaluate the defective DaaS asset.
    4. Repair asset task to repair the defective DaaS asset.
    5. Evaluate asset task to evaluate the repaired DaaS asset.
    6. The customer redeploys or disposes of the repaired DaaS asset.
    On-site replacement
    1. RMA assessment task to assess the defective DaaS asset.
    2. Schedule task to schedule a visit to the customer site.
    3. Evaluate RMA asset task to evaluate the defective DaaS asset.
    4. Ship task to have the customer ship the defective DaaS asset to you.
    5. Receive asset task to verify that you received the defective DaaS asset from the customer.
    6. Complete an inbound asset order to provide the customer with a new DaaS asset.
    Off-site repair
    1. RMA assessment task to assess the defective DaaS asset.
    2. Ship task to have the customer ship the defective DaaS asset to you.
    3. Receive asset task to verify that you received the defective DaaS asset from the customer.
    4. Evaluate RMA asset task to evaluate the defective DaaS asset.
    5. Repair asset task to repair the defective DaaS asset.
    6. Evaluate asset task to evaluate the repaired DaaS asset.
    7. Ship task to ship the repaired DaaS asset back to the customer.
    8. Receive asset task to verify that the customer received the repaired DaaS asset.
    9. The customer redeploys or disposes of the repaired DaaS asset.
    Off-site replacement
    1. RMA assessment task to assess the defective DaaS asset.
    2. Ship task to have the customer ship the defective DaaS asset to you.
    3. Receive asset task to verify that you received the defective DaaS asset from the customer.
    4. Evaluate RMA asset task to evaluate the defective DaaS asset.
    5. Complete an inbound asset order to provide the customer with a new DaaS asset.