# Warranty claim and return (RMA)

> A process map exported from forks.world (https://forks.world). Author: Brian. Source: https://forks.world/p/cmv0ieayt003vjw06jq2fbv8b
> It describes who does what, in what order, and with which technology. Read the plain-language sections first; the JSON at the end is the exact, complete data.

## Summary

- 15 steps across 1 layer
- Persona: Customer, Support, Quality team, Warehouse, Finance
- Technology / systems: RMA system

## How to read this file

- A process is made of **layers**. The main layer is the top level; any step of kind `subprocess` opens a detail layer with its own lanes and steps.
- **Lanes** are either persona (people/roles) or technology (systems). Each step belongs to one lane; `using` lists tools a person uses for that step.
- Step kinds: `start`, `task`, `decision` (its arrows carry the answer as a label), `subprocess`, `end`.

## Warranty claim and return (RMA)

Lanes:
- Customer: person / role (id `cust`)
- Support: person / role (id `sup`)
- Quality team: person / role (id `qa`)
- Warehouse: person / role (id `wh`)
- Finance: person / role (id `fin`)
- RMA system: technology / system (id `sys`)

Steps, in the order they run:

1. **Reports a defective product** [start; Customer; id `r1`]
   - then Verify the serial number, purchase date and warranty
2. **Verify the serial number, purchase date and warranty** [task; Support; id `r2`], using RMA system
   - then Under warranty?
3. **Under warranty?** [decision; Support; id `r3`]
   - if "Yes" go to Quick troubleshooting first; if "No" go to Offer a paid repair or a goodwill discount
4. **Quick troubleshooting first** [task; Support; id `r4`]
   - then Fixed remotely?
5. **Fixed remotely?** [decision; Support; id `r5`]
   - if "Yes" go to Close the claim and note the cause; if "No" go to Issue an RMA number and a prepaid label
6. **Close the claim and note the cause** [end; Support; id `r6`]
7. **Issue an RMA number and a prepaid label** [task; RMA system; id `r7`]
   - then Ships the product back
8. **Ships the product back** [task; Customer; id `r8`]
   - then Receive and scan it in
9. **Receive and scan it in** [task; Warehouse; id `r9`]
   - then Defect or customer damage?
10. **Defect or customer damage?** [decision; Quality team; id `r10`]
   - if "Real defect" go to Repair or replace it; if "Customer damage" go to Explain and offer a paid repair
11. **Repair or replace it** [task; Warehouse; id `r11`]
   - then Credit the account or ship the replacement
12. **Credit the account or ship the replacement** [task; Finance; id `r13`]
   - then Receives the resolution
13. **Receives the resolution** [end; Customer; id `r14`]
14. **Explain and offer a paid repair** [task; Support; id `r12`]
   - then Receives the resolution
15. **Offer a paid repair or a goodwill discount** [end; Support; id `r3a`]

```mermaid
flowchart LR
  subgraph l_cust["Customer"]
    n_r1(["Reports a defective product"])
    n_r8["Ships the product back"]
    n_r14(["Receives the resolution"])
  end
  subgraph l_sup["Support"]
    n_r2["Verify the serial number, purchase date and warranty"]
    n_r3{"Under warranty?"}
    n_r3a(["Offer a paid repair or a goodwill discount"])
    n_r4["Quick troubleshooting first"]
    n_r5{"Fixed remotely?"}
    n_r6(["Close the claim and note the cause"])
    n_r12["Explain and offer a paid repair"]
  end
  subgraph l_qa["Quality team"]
    n_r10{"Defect or customer damage?"}
  end
  subgraph l_wh["Warehouse"]
    n_r9["Receive and scan it in"]
    n_r11["Repair or replace it"]
  end
  subgraph l_fin["Finance"]
    n_r13["Credit the account or ship the replacement"]
  end
  subgraph l_sys["RMA system"]
    n_r7["Issue an RMA number and a prepaid label"]
  end
  n_r1 --> n_r2
  n_r2 --> n_r3
  n_r3 -->|"Yes"| n_r4
  n_r3 -->|"No"| n_r3a
  n_r4 --> n_r5
  n_r5 -->|"Yes"| n_r6
  n_r5 -->|"No"| n_r7
  n_r7 --> n_r8
  n_r8 --> n_r9
  n_r9 --> n_r10
  n_r10 -->|"Real defect"| n_r11
  n_r10 -->|"Customer damage"| n_r12
  n_r11 --> n_r13
  n_r12 --> n_r14
  n_r13 --> n_r14
```

## Full data (JSON)

```json
{
  "title": "Warranty claim and return (RMA)",
  "maps": {
    "m_root": {
      "id": "m_root",
      "lanes": [
        {
          "id": "cust",
          "name": "Customer",
          "type": "person"
        },
        {
          "id": "sup",
          "name": "Support",
          "type": "person"
        },
        {
          "id": "qa",
          "name": "Quality team",
          "type": "person"
        },
        {
          "id": "wh",
          "name": "Warehouse",
          "type": "person"
        },
        {
          "id": "fin",
          "name": "Finance",
          "type": "person"
        },
        {
          "id": "sys",
          "name": "RMA system",
          "type": "system"
        }
      ],
      "steps": [
        {
          "id": "r1",
          "kind": "start",
          "lane": "cust",
          "next": [
            {
              "to": "r2"
            }
          ],
          "uses": [],
          "label": "Reports a defective product"
        },
        {
          "id": "r2",
          "kind": "task",
          "lane": "sup",
          "next": [
            {
              "to": "r3"
            }
          ],
          "uses": [
            "sys"
          ],
          "label": "Verify the serial number, purchase date and warranty"
        },
        {
          "id": "r3",
          "kind": "decision",
          "lane": "sup",
          "next": [
            {
              "to": "r4",
              "label": "Yes"
            },
            {
              "to": "r3a",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Under warranty?"
        },
        {
          "id": "r3a",
          "kind": "end",
          "lane": "sup",
          "next": [],
          "uses": [],
          "label": "Offer a paid repair or a goodwill discount"
        },
        {
          "id": "r4",
          "kind": "task",
          "lane": "sup",
          "next": [
            {
              "to": "r5"
            }
          ],
          "uses": [],
          "label": "Quick troubleshooting first"
        },
        {
          "id": "r5",
          "kind": "decision",
          "lane": "sup",
          "next": [
            {
              "to": "r6",
              "label": "Yes"
            },
            {
              "to": "r7",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Fixed remotely?"
        },
        {
          "id": "r6",
          "kind": "end",
          "lane": "sup",
          "next": [],
          "uses": [],
          "label": "Close the claim and note the cause"
        },
        {
          "id": "r7",
          "kind": "task",
          "lane": "sys",
          "next": [
            {
              "to": "r8"
            }
          ],
          "uses": [],
          "label": "Issue an RMA number and a prepaid label"
        },
        {
          "id": "r8",
          "kind": "task",
          "lane": "cust",
          "next": [
            {
              "to": "r9"
            }
          ],
          "uses": [],
          "label": "Ships the product back"
        },
        {
          "id": "r9",
          "kind": "task",
          "lane": "wh",
          "next": [
            {
              "to": "r10"
            }
          ],
          "uses": [],
          "label": "Receive and scan it in"
        },
        {
          "id": "r10",
          "kind": "decision",
          "lane": "qa",
          "next": [
            {
              "to": "r11",
              "label": "Real defect"
            },
            {
              "to": "r12",
              "label": "Customer damage"
            }
          ],
          "uses": [],
          "label": "Defect or customer damage?"
        },
        {
          "id": "r11",
          "kind": "task",
          "lane": "wh",
          "next": [
            {
              "to": "r13"
            }
          ],
          "uses": [],
          "label": "Repair or replace it"
        },
        {
          "id": "r12",
          "kind": "task",
          "lane": "sup",
          "next": [
            {
              "to": "r14"
            }
          ],
          "uses": [],
          "label": "Explain and offer a paid repair"
        },
        {
          "id": "r13",
          "kind": "task",
          "lane": "fin",
          "next": [
            {
              "to": "r14"
            }
          ],
          "uses": [],
          "label": "Credit the account or ship the replacement"
        },
        {
          "id": "r14",
          "kind": "end",
          "lane": "cust",
          "next": [],
          "uses": [],
          "label": "Receives the resolution"
        }
      ],
      "title": "Warranty claim and return (RMA)",
      "parent": null
    }
  }
}
```