Return Merchandise Authorization case end-to-end workflow

concept australia Updated Sep 10, 2026 1 min read rma-case-end-to-end-flow.md

The Return Merchandise Authorization (RMA) end-to-end process is structured into a four-stage playbook that provides structured guidance and oversight throughout each phase. The RMA case workflow initiates when a customer logs an issue for their products.

The following are the different phase involved in RMA case end-to-end workflow.

Initiate case

Agent action: Navigate to the RMA Case list and select New to open the RMA Case form.
System action:
- The playbook record generator renders the RMA Case form.
- And once the RMA Case form is rendered, Agent fills the customer details and Request Source fields, and select Save.
- The system creates the RMA Case in the Draft state.
Agent action: Add defective install base items as RMA Case Lines.
System action: Create RMA Case Lines for each selected item.
Agent action: Update each line with request reason code and customer-expected resolution, then submit.

Review case

Agent action:

Assign the case to an agent, moving it to Work In Progress (WIP).
Perform warranty and entitlement checks for each case line.
Update proposed resolution sales return cases.

Resolve case

Agent action:

Create tasks for support teams if needed.
Place case lines in the Awaiting Info state if more information is required.
Communicate with the customer as needed.
Update resolution codes and state for all case lines once resolved.

Close case

Agent action:

Put the RMA case in Resolved state and formally close the case after all lines are resolved.
Send a final communication to the customer confirming the closure.

What to explore next

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---
title: Return Merchandise Authorization case end-to-end workflow
description: The Return Merchandise Authorization \(RMA\) end-to-end process is structured into a four-stage playbook that provides structured guidance and oversight throughout each phase. The RMA case workflow initiates when a customer logs an issue for their products.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/rma-case-end-to-end-flow.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Return Merchandise Authorization, Order operations, Explore, Sales Customer Relationship Management]
---

# Return Merchandise Authorization case end-to-end workflow

The Return Merchandise Authorization \(RMA\) end-to-end process is structured into a four-stage playbook that provides structured guidance and oversight throughout each phase. The RMA case workflow initiates when a customer logs an issue for their products.

The following are the different phase involved in RMA case end-to-end workflow.

## Initiate case

-   Agent action: Navigate to the RMA Case list and select **New** to open the RMA Case form.
-   System action:
    -   The playbook record generator renders the RMA Case form.
    -   And once the RMA Case form is rendered, Agent fills the customer details and **Request Source** fields, and select **Save**.
    -   The system creates the RMA Case in the **Draft** state.
-   Agent action: Add defective install base items as RMA Case Lines.
-   System action: Create RMA Case Lines for each selected item.
-   Agent action: Update each line with request reason code and customer-expected resolution, then submit.

## Review case

Agent action:

-   Assign the case to an agent, moving it to Work In Progress \(WIP\).
-   Perform warranty and entitlement checks for each case line.
-   Update proposed resolution sales return cases.

## Resolve case

Agent action:

-   Create tasks for support teams if needed.
-   Place case lines in the Awaiting Info state if more information is required.
-   Communicate with the customer as needed.
-   Update resolution codes and state for all case lines once resolved.

## Close case

Agent action:

-   Put the RMA case in Resolved state and formally close the case after all lines are resolved.
-   Send a final communication to the customer confirming the closure.

## What to explore next

-   [Activate the Return Merchandise Authorization plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/activate-return-merchandise-authorization-plugin.md)
-   [Return Merchandise Authorization Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/return-merchandise-authorization-case-management-reference.md)