Warranty claim and return (RMA)
Process map by Brian. 15 steps, 1 layer. Tags: business, service, support.
- Customer: Reports a defective product
- Support: Verify the serial number, purchase date and warranty
- Support: Under warranty?
- Support: Quick troubleshooting first
- Support: Fixed remotely?
- Support: Close the claim and note the cause
- RMA system: Issue an RMA number and a prepaid label
- Customer: Ships the product back
- Warehouse: Receive and scan it in
- Quality team: Defect or customer damage?
- Warehouse: Repair or replace it
- Finance: Credit the account or ship the replacement
- Customer: Receives the resolution
- Support: Explain and offer a paid repair
- Support: Offer a paid repair or a goodwill discount