How to Submit an Automatic Approved Request in Xvantage for Associates

Overview:

This article provides the steps on how Customer Service Associates can create and submit a Return or Claim request in Xvantage for Associates.

Process:

1. Go to My Apps and open Okta.  

2. In Okta, search for Xvantage for Associates (X4A) and open it.  

3. Within X4A, hover over the left navigation menu and click Customer Service.

4. Click Returns and Claims.

5. Click New return/claim button.

6. Input the following:

   • Customer: BCN/ partner number

   • Case Type: select Return or Claim

   • Contact: Enter the customer contact name  (if not available, click Create New Contact)

7. Click Next Step.

8. The Select Items screen will be displayed.

9. Search for the recently available invoice.

10. Click Add to Return for the applicable line items.

11. Click Next Step.

12. The Return Information screen will be displayed.

13. Input the required information:

    • Reason code

    • Return branch

    • Bill to suffix

    • Ship to suffix

    • Applied price

    • Cost

14. Click Next Step.

15. The Review page will be displayed.

16. You may include a reference number and verify that all information is correct.

17. Click Submit Return/Claim.

18. A notification will confirm that the request has been successfully submitted. The request will appear under the Inactive tab.

19. A confirmation email will be sent to the customer with approval details and return instructions.