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 a credit note with the Sales return operation

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 a credit note with the Sales return operation
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 a credit note with the Sales return operation
4	Give refund to a customer	Create Bank payment with operation Refund to customer or Cash voucher with operation Refund to customer

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 for repair	Create Goods receipt with operation Receipt from a third party
4	Initiate product repair	Create Work order
5	Return the repaired product to the customer	Create Goods issue with operation Return to a third party

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

RMA request workflow diagram

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