Return Merchandise Authorization
Summarize
Summary of Return Merchandise Authorization
Return Merchandise Authorization (RMA) facilitates the return or replacement of faulty products between buyers and sellers. The Asset RMA Order catalog item provides structured workflows to streamline the RMA process, enabling customers to efficiently manage returns of assets and consumables.
Show less
Key Features
- RMA Request Lines: Each RMA request generates individual request lines for selected assets, which can be monitored via the Hardware Asset Dashboard.
- Task Automation: The Flow Designer application automates the creation of RMA tasks for each request line, including Assessment tasks to evaluate the faulty asset.
- Repair Options: Customers can choose between on-site and off-site repairs. The workflow adapts based on the selected repair method, triggering the appropriate flows for each scenario.
- Cancellation Policy: RMA requests can be canceled if no assessment tasks are closed, ensuring flexibility in managing RMA processes.
Key Outcomes
By using the RMA process, ServiceNow customers can expect a streamlined approach to handling faulty products, enhanced visibility through dashboards, and automated workflows that reduce manual effort. This enables quicker resolutions and better management of asset returns, ultimately improving customer satisfaction.
Return Merchandise Authorization (RMA) is an agreement between a buyer and seller that lets the buyer return or replace a faulty product. The Asset RMA Order catalog item has prescriptive flows to streamline the RMA process.
An RMA request has RMA request lines. When an RMA request is submitted, an RMA request line is created for each asset and consumable that was selected. You can view a list of all the open RMA request lines in the Hardware Asset Dashboard. For details, see Hardware Asset dashboard.
Workflow for Return Merchandise Authorization
The Flow Designer application creates RMA tasks for every RMA request line. The RMA request is completed through the RMA tasks. An Assessment task is created for each RMA request line. The Assessment task is used to assess the faulty asset. When the state of an RMA task is updated, the Stage field on the RMA request line form is updated by default.
- Shipment
- Vendor RMA decision
- Receive
On the Assessment task from, when you select on-site repair, the flow designer triggers the Asset RMA On-site flow. The Asset RMA On-site flow generates the RMA task (On-site repair task) to complete the RMA process.
After attempting an on-site repair, if the faulty asset couldn't be repaired, then you can send the product for an off-site repair. If you want to send the faulty product for an off-site repair, then the Asset RMA Off-site flow is triggered and the RMA process is completed through the Asset RMA Off-site Flow RMA tasks.
You can cancel an RMA request as long none of the assessment tasks are closed for any of the RMA request lines. After an RMA request is canceled, all the associated RMA request lines and RMA tasks are canceled. If you submit RMA for an asset that is part of an existing RMA, the RMA request lines of the existing RMA request are automatically canceled. If an RMA task is canceled, the associated RMA request line is also canceled. If you have the inventory user or itil role, you can cancel an Assessment task, Internal repair task, or a Shipping task.