RMAgent (NEW) Training

INTRODUCTION

• This NEW RMA VERSION GUIDE is for the Requester [CSPH agent handling the customer’s case] and for Approver [Assigned CSPH Staff (Jeric, Ferd and Richard) to Check, Confirm 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)