RMA Coverage
When handling returns, you address many coverage issues. Is repair covered? Is repair feasible in terms of the amount of coverage? Is this item critical to the account, and should the RMA costs be shifted to goodwill? How can coverage be adjusted for one item or special case?
Pricing is another coverage issue for RMA items. A returned item is usually not new and may not be in good condition. How much credit do you give for the return if you issue a new item and credit the customer for the return?
Coverage issues for RMAs are handled through service types, charge types, and RMA credit price lists:
• Service types determine credit pricing and coverage levels for the RMA as a whole.
• Charge types enable you to change the service type for a particular item on an RMA.
• RMA credit price lists manage the cost of returns.
Note: Only the percent of coverage defined for the service type or contract is used in RMA Maintenance. Limit consumption on contracts takes place only in Call Activity Recording.