RMA requests

RMA request is the Return Materials Authorization document. The request is the initial step of the process where a customer returns a product for refund, replacement, or repair.

RMA request workflow depends a customer’s requirements and product diagnostics results.
To learn more, see RMA request workflow and RMA request workflow diagram.

For processing RMA requests, use the RMA requests list where you can:

• View RMA requests.
• Monitor RMA request statuses.
• Create RMA requests.
• Change RMA request statuses and resolutions.

RMA request workflow

The RMA request workflow depends on its final resolution. 1C:Drive supports the following scenarios:

• Product return
• Product replacement
• Product refund
• Product repair
• RMA request rejection

When you process an RMA request according to a scenario, you create business documents supporting the scenario. You can generate them from the RMA request card. This prefills business document details and so saves your time and ensures data accuracy.

To get a quick overview of the RMA request workflow, see the RMA request workflow diagram.

Product return workflow

The table below lists the mandatory steps of the product return workflow and the operations that support them in 1C:Drive.

#	Workflow step	Operation
1	Register RMA request	Create RMA request with resolution Diagnose
2	Decide to return a product without refund	Set the RMA request resolution to Return
3	Register a product return	Create Credit note

Product replacement workflow

The table below lists the mandatory steps of the product replacement workflow and the operations that support them in 1C:Drive.

#	Workflow step	Operation
1	Register RMA request	Create RMA request with resolution Diagnose
2	Decide to replace a product	Set the RMA request resolution to Replace
3	Register a product return	Create Credit note
4	Issue a sales invoice for a replacement	Create Sales invoice

Product refund workflow

The table below lists the mandatory steps of the product refund workflow and the operations that support them in 1C:Drive.

#	Workflow step	Operation
1	Register RMA request	Create RMA request with resolution Diagnose
2	Decide to give refund	Set the RMA request resolution to Refund
3	Register a product return	Create Credit note
4	Give refund to a customer	Create Bank payment or Cash voucher

Product repair workflow

The table below lists the mandatory steps of the product repair workflow and the operations that support them in 1C:Drive.

#	Workflow step	Operation
1	Register RMA request	Create RMA request with resolution Diagnose
2	Decide to repair a product	Set the RMA request resolution to Repair
3	Register a product return	Create Goods receipt
4	Initiate product repair	Create Work order
5	Return the repaired product to the customer	Create Goods issue

Note. If a product is repaired on a customer’s site, omit steps 3 and 5.

RMA request rejection workflow

The table below lists the mandatory steps of the RMA request rejection workflow and the operations that support them in 1C:Drive.

#	Workflow step	Operation
1	Register RMA request	Create RMA request with resolution Diagnose
2	Decide to reject RMA request	Set the RMA request resolution to Decline

Viewing RMA requests

To view RMA requests:

• Go to Service > Services > RMA requests.

The RMA requests list shows RMA request details. The details can vary depending on the list settings. By default, the following details are available:

• Date
• Number
• Lifecycle status
• Company
• Customer
• Resolution
• Expected date
• Department

To quickly find certain RMA requests:

• Sort the list by any column by clicking a column header. To change the sorting order, click the header again.
• Search the list using the search field above the list.

To view RMA request details:

• Double-click the RMA request line.

Monitoring RMA request statuses

You can monitor RMA request statuses in the RMA requests list.

To open the list, go to Service > Services > RMA requests.

Track RMA request statuses in the Lifecycle status column. You can create statuses that meet your business process needs. To learn more, see Creating RMA request statuses.

Creating RMA requests

To create an RMA request:

1. Go to Service > Services > RMA requests.
2. Click Create.
3. Specify general details.
4. Specify main details.
5. Specify contact information.
6. Specify additional information.
7. Click Post and close.

Specifying general details

To specify general details of an RMA request, enter or select the following:

Field	Description
Customer	A customer’s name. The list of values is based on the Counterparties catalog.
Number	An RMA request ID. The ID is automatically generated when you post an RMA request. You can edit it. You can find RMA requests by ID in the RMA requests list.
Company	A company responsible for processing an RMA request. You can select another company if Use multiple businesses accounting option is turned on in Settings > Company > Multiple businesses > Multiple businesses accounting. The company list is based on the Companies catalog.
Department	A department responsible for processing an RMA request. The department list is based on the Departments catalog.
Date	The date when an RMA request was received.

Specifying main details

To specify the main details of an RMA request:

• On the Main tab, enter or select the following:

Field	Description
Problem description	The details of a customer’s complaint about a product.
Equipment	The product name or short description. The list of values is based on the Products catalog.
Variant	A product characteristic such as color or size. You can specify a variant if Accounting by variants applies to the product. The variant list is based on the Product variants catalog.
Serial number	A product serial number. You can specify a serial number if Accounting by serial numbers applies to the product. The serial number list is based on the Product serial numbers catalog.
Invoice	The sales invoice issued to sell a product. It is automatically prefilled if you have specified the product serial number.
In warranty	Indicates whether a product is under warranty. The checkbox is automatically selected if the following conditions are met: You have specified a sales invoice. The RMA request date is within the product warranty period. It starts on the sales invoice date and lasts during the time frame specified in the Warranty period field of the product card.
Resolution	The recommended action to fulfil the RMA request. You have the following options: If you decide to examine the product, select Diagnose. If you decide to repair the product, select Repair. If you decide to replace the product, select Replace. If a customer returns a product and refund is not required, select Return. If a customer returns a product and refund is required, select Refund. If you decide to stop processing RMA request, select Decline. RMA request processing depends on the selected resolution. To learn more, see RMA request workflow.
Expected date	The estimated date of the RMA request fulfillment. You can monitor expected dates of RMA requests in the RMA requests list.

Specifying contact information

When you register an RMA request, you can specify a customer’s contact information. To do so:

• On the Contact information tab, enter or select the following:

Field	Description
Contact person	The name of a customer’s contact person. The list of names is based on the customer’s Contact persons catalog.
Location	The contact person location. The list of locations is based on the customer’s Shipping addresses catalog.
Contact info	The contact details.

Specifying additional information

When you register an RMA request, you can specify any additional information. To do so:

• On the Additional information tab, in the Comment field specify additional details.

Changing RMA request statuses and resolutions

In 1C:Drive, RMA request statuses are customizable. The resolutions are predefined and you cannot edit them. You can  create statuses that meet your business process needs and correlate with the predefined resolutions.

As you process an RMA request, change its status and resolution according to your decision.

To change the RMA request status and resolution:

1. Go to Service > Services > RMA requests.
2. Double-click an RMA request line.
3. On the RMA request card, do the following:
   • In the Lifecycle status field, select the RMA status.
   • On the Main tab, in the Resolution field, select a resolution.
4. Click Post and close.

Creating RMA request statuses

You can create as many RMA request statuses as you need. They will appear in the values list of the Lifecycle status field on the RMA request card.

To create RMA statuses:

1. Go to Service > Catalogs > RMA statuses.
2. Click Create.
3. In the RMA status (create) window, enter the RMA status description.
4. Click Save and close.

RMA request workflow diagram

The diagram below illustrates common steps of the RMA request workflow.