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We need for our RMA-procedure the following tool.
1. From customer side:
a. Customer has a defect and opens our website, e.g. www.faytech.com/RMA
b. He creates a customer account with LogIn, uploads his copy of his invoice, inputs what he bought when and what defect he has, gets a RMA-number and if he wants a UPS-label with which he can send the goods for free to us (when he is in Germany and bought the goods within 30days). To be able to get that label he has to activate a field where stands “I am in Germany, I bought the goods not longer than 30days before and I want to have a UPS label to send the good free of charge to faytech). When he activates that he get´s via e-mail or as download option a UPS-label and a manual how to let UPS pick up the goods from his house and return it to us
c. When he log-in he can check the repair-status of his goods
2. From our side:
a. We have an online data-base where we have the following options:
i. LogIn to an Overview of all open-RMA-cases (separate from our CMS-LogIn)
ii. To each RMA-case we can put in details like “no spare parts available, send out new”, “touch panel repaired”, etc., so a kind of small history and we should have four status options like: “repair in progress”, “spare parts missing”, “send out new”, “other”
iii. When the goods are repaired and we want to send them out there comes automatically a packing slip and an UPS-label
iv. There is a history where we can see all repairments and what we did with them
v. We can close/delete RMA-cases by ourselves in that open-RMA-list
So basically this is a very easy task when you have some database, some website and some UPS-label know how. UPS has a complete description of how to make automatically UPS-labels. For sure we can supply you our customer number, more is normally not necessary.
The task is easy – we want to automize the RMA-process and have an option that several people over the world can check RMA-status.