RMAs, warranty claims and tickets

RMAs and returns

RMAs (under Operations) tracks two kinds of return in one list:

• a customer warranty claim, when a customer brings back something you sold or repaired,
• a return to vendor, when you send a faulty part or unit back to your supplier.

Tabs split the list into all, open, awaiting vendor, credited and warranty.

Opening an RMA

1. Click New RMA and choose the type.
2. Enter the customer, the product or device and the customer's email for status updates.
3. Record the serial, or pick the unit from your serialised stock.
4. Describe the reason for the return.

For a warranty claim, record the purchase date, warranty provider, expiry, proof of purchase and the coverage decision: covered, not covered or goodwill. For a vendor return, record the vendor and their RMA number.

Working it

An RMA moves through Requested, Approved, Unit received, Inspecting / repairing and Resolved, or Rejected. Record the resolution (repaired, replaced, refunded, store credit, replacement shipped or no fault found), tick Advance replacement if you shipped the replacement first, and enter the credit value for reporting.

Notify customer emails the customer an update. Warranty defaults, RMA numbering and turnaround targets are in Settings & Secrets › Warranties & RMA.

Customers can also file warranty claims from the client portal. Those claims appear on the warranty tab and use the same workflow.

Support tickets

Support Tickets is a help desk for questions and problems that are not a device on the bench.

1. Click New ticket and choose Customer support or Internal.
2. Add a subject, a category and a priority.
3. For a customer ticket, link the customer.
4. Assign it to a staff member and write the first message.

A ticket moves through Open, In progress, Waiting on customer, Resolved and Closed. You can link it to a repair or an order, attach files, reply in the conversation thread, merge a duplicate into another ticket, or link two related tickets.

Customers open and follow tickets from the client portal. A live chat or a phone call in the call log can be turned into a ticket.