Return Merchandise Authorization case self service
Return Merchandise Authorization (RMA) case self-service plugin (com.sn_csm_rma_case_ss) enables customers to view and respond to RMA cases directly on the Business Portal, without having to contact support.
Customers creating an RMA case through the RMA AI Agent previously had no way to track that case or respond to a proposed resolution without contacting support. The RMA case self-service plugin (com.sn_csm_rma_case_ss) adds this visibility directly to the Business Portal, so customers can follow up on their own RMA cases and case lines.
With the RMA Case self-service plugin, users can
- View all of their RMA cases in one place on the Business Portal
- Open a case to view its details and its status
The Business Portal displays a tab listing the RMA cases that a customer created through the RMA AI Agent. Selecting a case opens a standard ticket page with case details, such as short description, case number, account, and status. From there, the customer can open the RMA case lines associated with the case.
Related topics
--- title: Return Merchandise Authorization case self service description: Return Merchandise Authorization \(RMA\) case self-service plugin \(com.sn\_csm\_rma\_case\_ss\) enables customers to view and respond to RMA cases directly on the Business Portal, without having to contact support. locale: en-US canonical_url: https://www.servicenow.com/docs/r/order-management/rma-case-self-service.html release: brazil topic_type: concept last_updated: "2026-11-06" reading_time_minutes: 1 breadcrumb: [RMA AI agentic workflow, Order operations apps, Configure, Sales Customer Relationship Management] --- # Return Merchandise Authorization case self service Return Merchandise Authorization \(RMA\) case self-service plugin \(com.sn\_csm\_rma\_case\_ss\) enables customers to view and respond to RMA cases directly on the Business Portal, without having to contact support. Customers creating an RMA case through the RMA AI Agent previously had no way to track that case or respond to a proposed resolution without contacting support. The RMA case self-service plugin \(com.sn\_csm\_rma\_case\_ss\) adds this visibility directly to the Business Portal, so customers can follow up on their own RMA cases and case lines. With the RMA Case self-service plugin, users can - View all of their RMA cases in one place on the Business Portal - Open a case to view its details and its status The Business Portal displays a tab listing the RMA cases that a customer created through the RMA AI Agent. Selecting a case opens a standard ticket page with case details, such as short description, case number, account, and status. From there, the customer can open the RMA case lines associated with the case. **Related topics** [View RMA cases on the Business portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/view-rma-cases-on-the-business-portal.md)
| title | Return Merchandise Authorization case self service |
| description | Return Merchandise Authorization \(RMA\) case self-service plugin \(com.sn\_csm\_rma\_case\_ss\) enables customers to view and respond to RMA cases directly on the Business Portal, without having to contact support. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/order-management/rma-case-self-service.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-11-06 |
| reading_time_minutes | 1 |
| breadcrumb | RMA AI agentic workflowOrder operations appsConfigureSales Customer Relationship Management |