In earlier lessons, we saw how service types defined the rules for your relationships with end users.

Service types provide significant information for RMAs, as this figure indicates. Service types are used to answer questions related to coverage. Is repair covered? Is repair feasible in terms of the amount of coverage? Is this an account-critical item that perhaps needs its RMA costs shifted to goodwill? How can coverage be adjusted for one item or special case?

Service types also provide credit price list information. A returned item is often not new (or at least most manufacturers hope it is not new). It probably is not in good condition or at least not worth the standard list price.