Changing Coverage
The RMA charge type addresses an issue arising in the day-to-day activities of many service organizations: How can coverage be adjusted for one call or special case?
When this need occurs, the ongoing contractual or warranted relationship with the customer should remain unchanged; only a one-time adjustment is needed. For example, the service engineer may want to make a special charge for an unusual repair. Or, for various reasons, normal charges are waived for this RMA. The charge type enables you to adjust coverage for this special case without changing the coverage relationship with the customer.
Example: You might be issuing replacement items normally covered 100% by a contract. However, one item was broken due to misuse by the customer and is, therefore, not covered under the contract terms. You need to charge full price for this part. In this case, the charge type for this item issue can be changed to reference a service type that has a 0% coverage.
