RMA Service Types
Both credit pricing and coverage levels, as well as other coverage details, are determined by the service type associated with an RMA. By default, an RMA uses the service type from one of three sources:
1 The service type of the call associated with the RMA. If a contract is providing coverage on the call, it is brought into the RMA also.
2 The service type of a contract selected to cover the RMA. If Display Service Contracts is Yes in RMA/RTS Control, a pop-up window showing all active (valid or open) contracts for the end user displays after the upper frame of RMA Maintenance) is completed. Selecting a contract from the list applies its terms and conditions to the current RMA.
3 The default service type specified in RMA/RTS Control (11.7.24), if there is no call or contract associated with this RMA.
Service types determine the financial impact of RMA processing. They provide default credit price lists for RMA receipts, default restocking charges, and also determine the percentage of coverage. In addition, the service type determines whether or not a replacement item can be shipped before the defective item is received, and may determine the default product line used.
