Overview:
This document provides you with steps on how to process ERMA request.
Process:
Log in to Xvantage.
Hover over to the left navigation menu and click My Business.
Select Returns and Claims.
Select Start a New Return.
To find the specific item, choose a criteria from the search drop-down.
Enter the information in the search bar.
You can also select a date range to narrow down the results.
From the displayed list, open the relevant invoice and select items for return request by clicking on the arrow.
Select the relevant item for return in the opened line by clicking Return.
Click the Return button for each product that requires RMA.
Note: Each line item added changes the total in the cart showing in the Proceed to Return Detail button on the top right of the page.
Enter the quantity to be returned for each line selected. When you enter the number, the SELECT REASON CODE drop-down menu becomes active.
Click on SELECT REASON CODE to open drop down menu for selection.
Select the required Return Reason code from the drop-down menu.
Note:
Each reason code will open fields to be completed specifically for that return reason.
Mandatory fields are indicated with an asterisk ‘*’ and if these fields are not populated you will not be able to save your return request for submitting later.
Documents can be uploaded to support your return request.
Comments can be added to support your return request, and these comments will be visible on your credit note.
Product condition can be selected from a drop-down menu.
When all fields are completed press SAVE.
In Enter Returns Details screen press REVIEW when all lines are completed.
Enter your reference in Reference Number field if required:
Your reference will be displayed on your RMA request and credit note.
If you do not enter a reference in this field, your PO number for the relevant order will be displayed in this field for your RMA and credit note.
Note: If you are mixing multiple orders/PO and do not populate the reference this will automatically use the first PO number as the reference.
Review Terms & Conditions then tick the box to verify that you agree.
Press Submit to complete your return request. A green message will appear on your screen confirming:
Your pending RMA Request is now displayed. Your request will be reviewed by our Customer Service team and goods should not be returned until you have received RMA confirmation.
An email will be sent to the email address linked to your Username confirming the RMA request has been submitted.
Press Search for existing return in the Return Items screen and your submitted RMAs will be displayed and shown as on HOLD.
Requesting an Exception/Out of Time RMA - When the reason code is selected, if the return is not within Ts and Cs a message will be displayed to advise:
RMA rejected as outside of time frame; this return cannot be submitted.
Where the dispute is an Ingram Micro sales error or stock balance request an Exception request can be submitted.
There is no option to log an exception for outside of timeframe carrier issues.
If the system prompts you for an exception, click the exception hyperlink and complete the required fields. Add any additional information in the comments field and attach any documentation to support your return request. When all the required fields are filled, click Save.
This reverts to the Returns Review Details screen. Please, follow instructions to Submit your exception request.
Note: Exception requests are at the discretion of the buyer and the RMA will not be visible in the ERMA tool.
An email will automatically be sent to the email address linked to your User ID to confirm the Exception RMA has been sent for review.
To view an existing return, select Search for existing return from the Returns Management screen.
Returns screen shows a list of submitted RMA requests.
Use the Search drop-down menu to select search by RMA number or Reference number. Use Date Range to view submitted RMAs.
Each RMA request displayed will show a status:
HOLD status means that this RMA has been submitted and is under review.
OPEN status means that this RMA has been approved and an RMA number will also be displayed.
INVOICED status means that the returned items have been booked in against the RMA.
CLOSED status means that the RMA has been closed and a credit note has been issued.
VOID status means that this RMA has been rejected, RMA number will not be issued.
Note: When reviewing RMA/credit notes on the Returns screen any commercial credits raised on your account will also be visible, these can be recognised by the Return Reason being displayed will be a 2 character code.
RMA details can be reviewed by clicking on the RMA number if the status is OPEN or the Reference number if the status is HOLD or VOID.
Choose and click the RMA number to view details. The Return Item(s) screen contains information about the product, reason for RMA and status.
When the goods have been returned and booked into the warehouse the RMA will be closed and the RMA number displayed in this screen will automatically be replaced with the credit note number the following day.