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Oh, great people of the community I need your help 😁

For years we have only dealt with internal customers for depot repair where we use Service Order, IMOs, and Repair Orders. Equipment is received, repaired or scrapped, and returned to inventory.

We are planning to start depot repair for external customers where we need to have the ability to track RMAs by customer and link the RMA to repair orders. None of the returned assets will be in Alliance. I assume we’ll need to create a customer record, record the assets, use Customer Return, and Repair Orders.

For anyone dealing with External Customers, RMAs, and Repairs; How are you managing in Alliance? Is there a way to link RMA to repair orders? Any suggestions how to receive assets?

Thanks,

Hi Kyle,

I believe you should be successful doing this if you consider Repair Order ID as the repair order.

My view, you will need to make sure the customer and product is defined in the database (not the item or asset) so you have a valid product ID as a prequisite.

Once you have this, you can:

  • Create a repair order - referring to the order_id as the RMA number
  • Define a new customer (if not already in system) by the plus button to the right of the Customer ID.
  • Populate the product id that you defined (or already have)
  • Create an Item by clicking the + to the right of the serial number
  • Save - status will be waiting for product
  • Place a customer reference number (30 characters max) if you need another identfier
  • Use the action button to Receive the product from the customer
  • Receive the product normally and save - goes back to Repair Order
  • Do the repairs, adjust activities, pricing, etc. you need for this incident
  • Resolve the Repair Order
  • In the Completion page, SHIP the product back to the customer who will receive it
  • Invoice the repair order (check your prices, etc.)

End result, you have an installed item at the site of the customer.

If they need further work on that item, you can use a customer return to bring the item back also referencing the original invoice and perhaps credits, etc.

 

I know this is fairly general but should give you some thoughts how to handle an RMA process.  I did discuss this with one of our business consultants and we were aligned.

Key Point - treat the Repair Order ID as the RMA number. It is unique of course and linked to the repair.

Key Point - define the product before creating the repair order, the rest can be done using the Repair Order.

 

 

Phil,

Thanks for the information and I’ll work through the steps in UAT. For RMA process, I understand there will be multiple assemblies and/or circuit boards received for repair. Maybe use the customer reference number to track if needed.

Looks like this could work, with one exception

  • In the Completion page, SHIP the product back to the customer who will receive it

We will be shipping back to customer in bulk. The only think I can think of is doing a Sales Order and then generate a ship list. Are there any other options to streamline?

Thanks for the feedback

you should be able to generate the pick list and then group the pick list in one ship list ?

 

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