How to Process an RMA
Setup Information
- RMA status displays on the RMA dialog > Return Info tab.
- If defective units are replaced from new stock, a RMA pool, (or are customer property) and later repaired, it may be best to store the defective units in a non-nettable stock location until they are scheduled to be processed on the shop floor.
- Defining a stock location for customer property will help manage this function.
- In Part Sales Warranty Tab > Create Ship History
Creating an RMA
- When a customer returns a defective unit, an MAX RMA Coordinator creates a RMA using the RMA dialog box (WAR > Activity > RMA).
- To create a RMA, select RMA menu > New.
- To browse and choose an existing RMA number, double click the RMA box.
- The minimum information required to save an RMA record is:
- Unique RMA number
- Valid Part Number (i.e., has a Part Sales record),
- Valid Customer ID.
Print RMA
- To print a copy of an RMA, select Reports > Print RMAs or click the icon when the RMA form is open.
- Printing a RMA advances its status from 1 to 2.
Receive Defective Unit
- When a customer (physically) returns a defective unit, the RMA Coordinator records it’s receipt using the RMA > Activity > Warranty Receipt dialog.
Mark Defective Units
- If defective units are replaced from new stock (or a RMA pool) and then repaired at a later time, it may be best to store the defective units in a non-nettable stock location until they are scheduled to be processed by the floor.
- Units that are customer property can also be received to a non-nettable stock location until they are sent to the floor for repair.
- Defining a stock location specifically for customer property helps manage this function. We recommend that all incoming units be physically tagged with the RMA # - this is especially true for customer property.
Replace a Defective Unit
- When a replacement unit ships, users should update the RMA using the Return Info tab.
- Users must manually update the RMA status to levels above 2. After shipping a replacement, the RMA status should be updated to 4-complete or 5-closed using the Return Info tab.
- Users may enter descriptive information for failure analysis reporting purposes, using the RMA Remarks tab even after the RMA status is 5-closed.