We received this question from a customer and were wondering, if anyone could share their view on things:
I have been working with QAD since the early 1990s and am in wonder as to why there has never been
an RMA/RGA solution for non-Field Service/SSM customers. Does the world think there is no need to do
the typical RMA processes? We are the Sales/Distribution arm of our business and we still need to do all
the steps associated with the return process, but do not have to track engineers or calls now. The
industry does not warrant it. So, to buy the full SSM module, does not make sense to us, and has not been
addressed in all my years working with QAD. Our current manual/Access database/QAD process is a
mangled mess that needs to be streamlined! Please help!
If anyone knows of a 3rd party solution, or a better way to do this within QAD - I am all ears!
1. Manage customer expectations:
record all communication/pictures
identify customer resolution - replacement or credit?
obtain management authorizations
follow through with all activity of the return process
Will replacement material be shipped immediately?
Will returned material be shipped immediately?
Communicate terms of the RGA/RMA with customer
2. Create, track and manage the physical RMA/RGA
3. Manage the inbound materials:
"scheduled" for return
Communicate with the warehouses (in case return is early or without an RGA/RMA)
inspect and receive the actual material
determine the actual condition of the material
determine the disposition of the material (manufacturing plant issue, warehouse issue,
wrong materials, etc.)
4. Manage the outbound materials (if replacement):
Identify the warehouse for replacement materials to be shipped
generate all required paperwork & labels
arrange for transportation of material
5. Financial process management:
create and review all accounts and transactions associated with the return of materials
Manage credits - when the customer takes credit, etc
6. Communication with internal supply chain agencies:
Inform the manufacturing facility if the material is faulty
Inform the warehouse if the material was damaged
Inform Sales/Customer Service if material ordered was an order entry problem
Inform Sales/Customer Service if material ordered was a customer decision (wrong mat'l,
changed spec, project ended, extra materials, etc..)