Difference between revisions of "RMAgent (NEW)"

Revision as of 18:41, 20 April 2023

INTRODUCTION

This NEW VERSION RMA GUIDE is for the Requester (CSPH agent handling the customer’s case) and for Approver (Assigned CSPH Staff to Check, Submit or Cancel the Request).

GENERAL INFORMATION

• The new RMA tool can be accessed by anyone who has the Management tab on their own backend tool
  

• Once accessed, the RMA interface will appear:
  

• On the RMA interface, by using the search bar, CSPH can search previously requested cases using an Order ID or filter the cases by type of Action, Resolution, Issue, or Status:
  

• CSPH can sort cases by date. Click the arrow up next to the 'CreatedTime' to sort cases from oldest to latest, or arrow down to sort from latest to oldest:
  

• At the bottom of the page, click on the number of the page you want to view:

• The RA Case ID and Order ID
  

a. RA Case ID – a unique number generated once case has been requested, click to view the case request details

b. Order ID - the original order ID of the customer, click to view the original order details

• Once the cases are processed, on the Resolution column will appear the RA Resend Part# for replacement parts with the tracking number (once sent out) or the RA Resend New Order# for replacement whole item or kitting parcel with the tracking number (once sent out).

Procedures

• RESEND (ITEM or KITTING BOX)
  

• REFUNDS
  

• NEW JOB - REQUESTING PARTS (AU WAREHOUSE)