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RMA Workflow (Two-Loop Process)

This article demonstrates how Velosity can be used for RMA using a two-loop process from sales quote (or sales order) through production order execution. For a high-level overview of module integrations, see System Interoperability.

Why a Two-Loop Process?

A two-loop process is necessary to separate diagnostics/troubleshooting from the actual repair. Often, the specific repairs or parts needed are not known until a technician has had the chance to troubleshoot the device.

  1. Loop 1 (Troubleshooting): Identify what is wrong.
  2. Loop 2 (Repair): Execute the fix based on the diagnosis.

Terminology

  • Sales Quote = Repair Quote
  • Sales Order = Repair Order
  • Production Order = Work Order

Step-by-Step Flow

Setup

  1. Create a Sales (Repair) Order.

Phase 1: Troubleshooting (Loop 1)

  1. Smart Quote: Add the Troubleshooting line item to the Sales Order using Smart Quote.
  2. Update Tags: Update required Tags (if any). The Status of the Sales Order cannot be changed until required Tags are updated.
  3. Release Order: Update the Sales Order status to RELEASED.
  4. Refresh View: Click on Refresh to see the new Production Order (Work Order) just created.
  5. Open Work Order: Click on the Production Order button (currently in PLANNED Status).
  6. Execute Tasks: Update Task Status to WIP, clock in/out as needed, and complete the troubleshooting work.
  7. Document Diagnosis: As problems are found, add them as Notes to the Work Order (one note per problem).
  8. [Complete Phase 1]: When the final troubleshooting task is finished, the Work Order status changes to COMPLETED.

Phase 2: Repair (Loop 2)

  1. [Navigate Back]: From the Production Order, click on the link to return to the Sales Order.
  2. [Add Repair Configuration]: Click on the Add SmartQuote button to add the second line item.
  3. Configure Repairs: Using the product that matches the device under repair, select the repairs/parts needed, using the troubleshooting notes as a guide.
  4. Finish Configuration: Add this configuration to the Sales Order.
  5. [Release & Execute]: Repeat the process of updating Tags and releasing the Sales Order. A new Production Order will be created for the actual repair work.
  6. [Complete Repair]: Once all repair tasks are completed, the Work Order status changes to COMPLETED.

Trouble Reports

If Trouble Reports are required for compliance or detailed tracking, they should be attached to the Production Order during the troubleshooting or repair phase.

  1. Create Report: Click on Trouble Report from the Production Order.
  2. Enter Symptoms: Add symptoms, causes, and corrective actions.
  3. Finalize: Update status to FINAL.