Return Merchandise Authorization case end-to-end workflow
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
- 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.
- 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.
Review case
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.
Resolve case
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.
Close case
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.