Summary:
This FAQ article outlines the Returns and Claims module in Xvantage for Associates - the overview on the necessary access and permissions, basic navigation, and queue assignments.
Table of Contents:
What kind of access should I have to access the Returns and Claims module in Xvantage for Associates?
How does access to the Customer Service module differ by persona level?
Aside from Customer Service roles, what personas are available for other teams?
How can I access the Returns and Claims Module in the Xvantage for Associates?
What are the key stages in the X4A Returns & Claims process from request submission to financial completion?
Can I just randomly start working on the queue?
Question 1: What kind of access should I have to access the Returns and Claims module in Xvantage for Associates?
Answer: All associates from different departments must apply for Customer Service Basic+ if they need to take action within the Returns and Claims module. This includes both Customer Service and non–Customer Service teams that interact with these workflows.
Question 2: How does access to the Customer Service module differ by persona level?
Answer: Access to Customer Service capabilities depends on the assigned persona level. Available personas include Customer Service Associate Executive, Advanced, Basic, and Basic+, with each level granting different functionalities within the module. Customer Service Associates are required to have access to at least the Advanced persona.
Question 3: Aside from Customer Service roles, what personas are available for other teams?
Answer: The following teams require Customer Service Basic+ access to perform their duties: Buyers, Vendor Accounting, Credit, Quality Assurance (QA), and Billing.
Question 4: How can I access the Returns and Claims Module in the Xvantage for Associates?
Answer: The Customer Service Module can be accessed by clicking Customer Service at the bottom of the left-hand navigation bar in Xvantage for Associates. Then, choose Returns & Claims.
Question 5: What are the key stages in the X4A Returns & Claims process from request submission to financial completion?
Answer:
Request Intake: Requests are submitted by customers or associates.
Cases appear in the Returns & Claims dashboard.
Queue Assignment: Requests are routed to team-specific queues (e.g., Customer Service Queue)
Associates select and assign cases to themselves for processing.
Review & Workflow Execution: Each request follows a system-generated workflow.
Tasks must be completed before approval.
Disposition: Associate approves or denies the request.
Approved requests generate an ERP record.
Billing & Financial Completion: Approved claims are routed to Billing.
Credit memo is generated in ERP, and the case is completed.
Question 6: Can I just randomly start working on the queue?
Answer: No, a case should be assigned to you first before you can start working on it. To do this, simply filter the Claims and Returns dashboard by Unassigned using the Owner filter. Then, click on the Case # to open its full details. On the right side of the screen, nominate your name under the Owner section.
Note: There is currently no option for bulk assigning of cases.