This article explains how to enable and use the RMA (Return Merchandise Authorization) Work Order Workflow, including required configuration, status progression, and tracking behavior.
Overview
The RMA Work Order Workflow is a new workflow designed to support return and shipment tracking within work orders. Once enabled, it introduces RMA-specific statuses and tracking fields that allow teams to capture RMA numbers and shipping details directly on the work order.
Prerequisites: Enable RMA Tracking
Before using the RMA workflow, RMA tracking must be enabled at the system level.
Navigate to General Settings.
Locate the RMA Tracking option.
Ensure that RMA Tracking is enabled.
Without this setting enabled, the RMA workflow will not be available.
Configure the Service Provider for RMA Workflow
The RMA workflow is applied based on the service provider configuration.
Go to Service Providers.
Open the Internal Service Provider profile (or the provider intended to handle RMAs).
Edit the profile and update the Workflow Type to RMA Tracking.
Save the changes.
Once configured, any work orders assigned to this service provider will follow the RMA workflow.
Creating an RMA Work Order
Work orders using the RMA workflow are created the same way as standard work orders.
Create a Service Request as you normally would.
Assign the request to the service provider configured for RMA tracking.
After assignment, the work order will automatically adopt the RMA workflow and statuses.
RMA Workflow Statuses and Actions
1. RMA Requested
The service provider receives the work order in an RMA Requested status.
The work order can be reviewed and actioned as usual.
2. RMA Received
When the status is changed to RMA Received, the user is prompted to enter an RMA Received Number.
Click Save to store the number.
The RMA number is displayed in the RMA Tracking section on the Work Order Details page.
3. RMA Shipped
When the status is updated to RMA Shipped, the user is prompted to enter a Shipping or Tracking Number.
After saving, the tracking number appears in the RMA Tracking section.
Note:
RMA and shipping fields remain editable through Edit Mode if corrections are required.
Completing or Canceling an RMA Work Order
Once all RMA steps are finished, the work order can be moved to a Completed status.
Users can add comments and perform all standard work order actions throughout the process.
Work orders can be canceled at any point prior to reaching an RMA Completed status.
Summary
The RMA Work Order Workflow provides:
Dedicated RMA statuses
Structured capture of RMA and shipping numbers
Visibility through the Work Order Details page
Flexibility to edit, comment, complete, or cancel as needed
This workflow ensures consistent RMA tracking while maintaining the standard work order experience.