RMA stands for Return Merchandise Authorization. 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:
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:
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:
- Go to Service > Services > RMA requests.
- Click Create.
- Specify general details.
-
Field Description Purchase document A supplier invoice or expense claim where a product comes from. Product A product from the Products catalog. Variant An option to differentiate between product characteristics such as color or size. You can specify a variant if both of the following conditions are met:
- The Inventory accounting by variants check box is selected in Settings > Purchases / Warehouse > Inventory (products).
- Accounting by variants applies to a product.
A list of values is based on the Product variants list.
Batch An option to differentiate between product batches. They are mandatory for products that you receive from a third party without transfer of ownership. For example, products that you sell on consignment. You can specify a batch if both of the following conditions are met:
- The Inventory accounting by batches check box is selected in Settings > Purchases / Warehouse > Inventory (products).
- Accounting by batches applies to a product.
Quantity Number of product items. Unit A unit of measure. It is prefilled from a product card. It affects the product price. If a product comes in various units, you can select another unit manually. This recalculates the product price according to the conversion rate that you set when you add product units.
Price A product price. You can edit it here or recalculate prices using Prices and currency settings. VAT rate A VAT rate for VAT input. It is prefilled from the product accounting details. You can edit the VAT rate here.
The field is available if a buyer’s company is registered for VAT.
The list of rates is based on the VAT rates catalog.
Purchase order A purchase order that registers a product purchase. It helps you track your purchases by purchase orders. It is automatically prefilled if the purchase document is linked to a purchase order. You can edit it.
Sales order A sales order that a purchase document is related to. It helps you track your income and expenses by sales orders. It is automatically prefilled if the purchase document is linked to a sales order. You can edit it.
Coefficient A cost allocation coefficient. It is automatically calculated when you allocate landed costs to products.
You can edit it if you want to change the landed cost distribution.
GL accounts The accounts you use for inventory accounting and VAT input. You can select them from the Primary chart of accounts. - Specify contact information.
- Specify additional information.
- Click Post and close.
Specifying general details
To specify general details of an RMA request, enter or select the following:
| Field |
Description |
| Lifecycle status | The current status of the RMA request. |
| 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 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 fulfill 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:
- Go to Service > Services > RMA requests.
- Double-click an RMA request line.
- 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.
- 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:
- Go to Service > Catalogs > RMA statuses.
- Click Create.
- In the RMA status (create) window, enter the RMA status description.
- Click Save and close.
RMA request workflow diagram
The diagram below illustrates common steps of the RMA request workflow.
