Create RMA in PeopleSoft

A step-by-step process for creating a Return Merchandise Authorization (RMA), ensuring that Customer Service agents can efficiently manage RMA entry. By following this guide, users can create the information needed by customer and returns to receive materials back to Kaplan and issue correct credit as needed.

Jennifer Cummings
24 steps
2 minutes

Click Main Menu

Click "RMA"

Click "Create/Update RMA"

Enter Order Number, Click ADD

Click "Reason Code" magnifier

Select Reason Code

Tip! Reason codes define why the RMA is being created. Reasons are as listed. To note: LOST is a carrier fault and SHIP is our warehouse error.

Click Return Type Code

Select "Return" Type Code

Tip! Return Type Codes determine what happens with the RMA once "opened". **RETURN** = item is being returned to Kaplan and credit will be issued once received /inspected by our returns department. **RETNOCRED** = item is being returned, but credit is not needed. (components or item is unknown to the order) **CREDITNOW** = No return expected. Additional steps are required to action credit to complete. Remains in pending until approved by supervisor/RMA individual. **CREDITMAN** = Return is going back to the vendor. Take steps to alert vendor, get their Return Authorization and any re-stocking fees. Remains in pending until credit memo is verified/received from vendor.

Click "Customer Shipment History"

Click "Search" to return all items; Or enter appropriate information into corresponding field(s) and click search.

Click "View 100" if all items do not display. As needed, arrow right to view more.

Select appropriate item(s) for Return Authorization.

Review & determine if box to include freight charges for credit, or select all products.

Click "Return to RMA"

Review to ensure correct item was selected.

Click "Header Notes/Attachments"

This icon will also take you to the line level details on an RMA.

Fields to review on line level.

Click Note Text box

Add Notes - include date, initials and contact information; include as much detail as needed related to return. SAVE

Tip! Be sure to note information like box damage; still in new packaging, if claim is being filed, you told the customer to pay/return, etc.

Click "Back to RMA Form"

Alert! Only put RMAs in open that have been review. Ensure procedure is followed on Credit Man or Credit Nows.

Change RMA Status to Open - UNLESS Credit Now or CreditMan.

Click "Open"

Click "SAVE"