Ideas for Acumatica

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Case Management Linked to RMA

Currently the Case Management and Sales Order RMA process are disconnected.  It would be very helpful to allow customers to submit a case for a product return or replacement and allow the CSR (Customer Service Representative) to submit a request or start an RMA from the Case.  The Case and RMA would be link to one another and users could open the Case and link back to the RMA or open the RMA and link back to the case. Creating a code widget that could be used in an eCommerce site for submitting cases would be an added bonus.

  • Joel Gress
  • Jun 5 2018
  • Gathering Feedback
  • Attach files
  • Seth Kuhn commented
    30 May 01:44

    Would help complete the circle, for sure. Especially if the Case gets created via Email, where you would have the potential attachments like images or warranty info that you could then carry through to the RMA.

    In the meantime, on the "Incoming" Email Screen [CO409000]you could add "RMA" or "Sales Order" to the 'Create' dropdown so that if an incoming email is obviously and RMA, you could go straight to the RMA from an email with the email body and attachments.

    Would be great to have the Case/Ticket to pass around as part of determining if an RMA is required, absolutely, but if it's obvious from the email, you could go straight to the RMA.

  • Bradley Wong commented
    09 Jan 21:24

    This really needs to get more traction. Workflow processes for RMAs are very tedious and become downright awful when CRM is used in conjunction with Field Service and parts are shipped to customer.

  • Amit Thakur commented
    July 06, 2018 19:08

    Fully agree with this. This is a very common business practice where customer care agents log their incidents/cases in the system and then create a RMA requests.