Overview:
This article shows the returns disposition process in Xvantage for Associates.
Process:
Go to My Apps and open Okta.
In Okta, search for Xvantage for Associates(X4A) and open it.
Within X4A, hover over the left navigation menu and click Customer Service.
Then, Returns and Claims.
Your queue will be listed right on the Returns and Claims landing page (just beside the Queues and All Cases buttons).
Note: Associates must assign cases to themselves before processing.
If you need to assign a case to yourself, simply click the Owner drop-down button. Select Unassigned, then Apply.
Click the case ID to view full details. On the right side of the page, select your name under the Owner section.
You may update the status to Urgent if the request is urgent, by editing the Priority drop-down.
You will receive an email notification about the case assignment.
To begin the task, click on the Case ID from your queue to view its details.
Navigate to the Documents tab.
Review all attachments submitted by the customer.
In the Details tab, work on the following sections:
Credit items - to edit, click the pencil icon
Request decision - approve or deny the request based on business rules.
This will be for all countries that do not have business rules set up.
Add comments.
Select Submit to create your RMA in ERP (Email notification will be sent).
An ERP number is generated immediately upon approval (RMA creation)
This represents the operational record of the return
Financial processing (e.g., credit issuance) occurs later during billing
If denied, it will deny the request and not create an ERP record.
Add internal notes and external notes.
Internal notes will only be visible to internal associates.
Customer Notes will be visible to all.