Monitoring and changing RMA request statuses and resolutions

To monitor RMA request statuses and resolutions:

Go to Service.
Under Services, click RMA requests.
in the RMA requests list:
- Check the RMA request status in the Lifecycle status column.
- Check the RMA request resolution in the Resolution column.

RMA requests have one predefined status Created. It is automatically assigned to an RMA request when it is created. You can create other statuses that meet your business process needs. To learn more, see Creating RMA request statuses.

RMA requests can have the following resolutions:

Diagnose. A returned product needs to be examined.
Repair. A returned product needs to be repaired.
Replace. A returned product needs to be replaced.
Return. A product is returned and refund is not required
Refund. A product is returned and refund is required.
Declined. RMA request processing is stopped.

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.
Under Services, click RMA requests.
In the RMA requests list, 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.
Under Catalogs, click RMA statuses.
In the RMA statuses catalog, click Create.
In the RMA status (create) window, enter the RMA status description.
Click Save and close.

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