OM-09 Create RMA

Process ID Description Type Agent System Navigation

OM-09-01 Determine whether RMA is Manual Sales support reps

required & appropriate
If required go to Step #5
OM-09-02 Explain the customer if RMA is Manual Sales support reps
not required
OM-09-03 Transfer the customer to Finance Manual Sales support reps
to prepare Debit Memo
OM-09-04 Complete & record the customer Manual Sales support reps
call for return
OM-09-05 Determine the type of RMA to Manual Sales support reps
be issued. Replacement or
Return?
OM-09-06 If replacement or repair, check Manual Sales support reps
the charges
OM-09-07 Create RMA System Sales support reps Om>Orders &
returns> Sales
Order
OM-09-08 Instruct the customer on Manual Sales support reps
shipping procedures and
provide the RMA number
OM-09-09 Complete & record the Call Manual Sales support reps
OM-09-10 Obtain RMA approvals if System Sales support reps Find order
requires from Sales Marketing Line Approval
Manager
OM-09-11 Communicate RMA info to System Sales support reps Fins> expected
Receiving Dock Receipts
OM-09-12 If Shipping replacement System Sales support reps Om>Orders &
Product, returns> Sales
Copy Order to a new order Order
Tools>Copy order
OM-09 Process Flow Diagram

Returned Material Authorizations

Start
Cust Serv Rep
Cust Serv Rep
Cust Serv Rep Enter a S.O. for the
Estimate repair/ replacement product.
Determine whether an replacement charges, (12)
RMA is appropriate. as applicable. (6)
(1) > Copy
> Sales Orders

Cust Serv Rep

End
Enter the RMA. (7)
> Sales Orders
Y
An RMA is required?

Cust Serv Rep

Provide shipping
N info to the cust.
(8)

Cust Serv Rep

Explain to the cust Cust Serv Rep
Order Management

the reasons an RMA

Complete a Record-a-
is not required. (2)
Call. (9)

Cust Serv Rep Cust

N Serv Rep
Transfer the cust to
Obtain RMA
Finance for Debit
approvals. (10)
(3) memo
> Find Order and Line
Approvals

Cust Serv Rep

Complete a Record-a- Cust Serv Rep
Call. (4) Communicate the RMA
info to the
receiving dock. (11)
End
> Find Expected
Receipts

Cust Serv Rep

Determine the type
of RMA to issue. (5)

Shipping a
replacement Y
product?

Product is being
returned for Y N
replacement?
End