RMA Error Handling FAQ Xvantage for Associates

Summary:

The Xvantage for Associates platform encounters error when a return request is unable to proceed through the usual workflow due to absent, incorrect, or restricted details. These errors need to be addressed before the case can advance.

Here are some key notes associates should keep in mind:

• Errors prevent case approval and must be resolved before disposition​.

• System messages provide the primary guidance for resolution​.

• Workflow tasks must still be completed after error resolution​.

• Error types and handling may vary by country and configuration.

Table of Contents:

1. When do errors occur and what are the common triggers?

2. How do errors appear in the system?

3. What are the types of errors and how to handle them?

4. What is the Error Resolution Workflow associates should follow?

Question 1: When do errors occur and what are the common triggers?

Answer: Errors are triggered when system rules are not met. Most common triggers are namely:

1. Missing or incomplete required fields​

2. Invalid order or product information​

3. Return eligibility violations​

4. Vendor-specific restrictions​

5. Missing required documentation​

6. System or integration failures

Question 2: How do errors appear in the system?

Answer:

1. The case remains in a blocked or non-progressing state​

2. Error message or alert banner is displayed​

3. Required fields or workflow steps may be highlighted​

4. Approval or submission actions are prevented

Question 3: What are the types of errors and how to handle them?

Answer:

1. Data Validation Errors​: Occurs when required data is missing or incorrect.​

   Examples: Missing serial number or SKU, Invalid PO or invoice reference, Quantity mismatch​.

   Associate Action: Review highlighted fields, correct or complete required data, save, and reattempt workflow progression.

2. Eligibility Errors: Occurs when the item does not meet return criteria.

   Examples: Outside return window, Non-returnable product, Warranty limitations​.

   Associate Action: Review system eligibility messaging, Confirm correct case type (Return vs Claim), Communicate with customer if alternative resolution is required, Deny or redirect case if necessary.

3. Vendor rule Errors: Occurs when vendor-specific requirements prevent automation.​

   Examples: Vendor approval required, Restricted return categories, Special handling instructions.

   Associate Action: Follow vendor-specific guidance within the case, initiate manual approval if required, and document actions in case notes.

4. Documentation Errors: Occurs when required supporting documents are missing.

   Examples: Missing proof of purchase, Required images not uploaded, Incomplete claim details​.

   Associate Action: Request required documentation from the customer, upload attachments to the case, reattempt workflow progression.

5. System/Processing Errors: Occurs when system or integration issues prevent completion.

   Examples: RMA number not generated, ERP or vendor integration failure, System timeout or error​.

   Associate Action: Retry the action if applicable, Escalate to support if the issue persists, document issue in Activity Log or case notes.

Question 4: What is the Error Resolution Workflow associates should follow?

Answer:

1. Identify the error message​

2. Review impacted fields or workflow steps​

3. Determine root cause (data, eligibility, vendor, documentation, system)

4. Take corrective action

5. Save and reattempt workflow progression​

6. Escalate if unresolved