Description
Cloudvue RMA process North America
Solution
NOTE: Cloudvue RMAs must be created by L3. Please escalate to L3 for RMA approval and creation.
Once the device has been troubleshot and L3 confirms that an RMA to either repair or replace is needed perform the following:
- Clone the original Salesforce Support Case to create a new case
- The cloned case will be used by Order Entry for the RMA process
- We now have two cases, the Salesforce Case referred to as the original case and the cloned case which will be referred to as the RMA case
- Provide the customer with the RMA number, which is the Salesforce Case number of the RMA case
- From the RMA case create a new email
- Copy the contents of RMA Doc.obt and paste into this email
- Add the RMA number (RMA Cases Salesforce Case Number) in the appropriate sections at the bottom of the email
- Send the email to the customer
- Still in the RMA case change the Status to “Waiting” and Sub Status to “Waiting for Equipment”
- Make sure Case Level is set to “Level 3”
- Also fill in the Status Description with one of the following
- Repair RMA
- Ship Part RMA
- Advance Replacement RMA
- Change the case owner to Neal Johnson making sure to check “send notification email”
- You can now close the original Tech Support case
- All future inquiries about the RMA will go through the RMA case to the assigned RMA Technician