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RMA & returns

Track returns to suppliers from request to outcome, linked to the affected device.

RMA tracks a unit you send back to a supplier: a repair, a swap, a credit, or a rejected claim. An RMA is a ticket of type RMA, so it lives in the same queue as your other tickets but with fields for the supplier, reference number, and serial, and its own board stages.

Before you start

RMAs use the same tickets permission as support tickets and maintenance plans. You need edit access to create or complete one.

Open an RMA

  1. Go to RMA in the sidebar, or a project's RMA tab, and click New RMA.
  2. Describe what's being returned and, if it's an installed unit, pick the device.
  3. Fill in the supplier, the RMA reference number the supplier gave you, and the serial number of the unit going back.
  4. Optionally set the date it was sent to the supplier.
  5. Click Create RMA.

Track it through stages

RMAs move through their own set of board stages, separate from regular tickets, though they start with the same defaults (Open, in progress, Waiting, Closed). Drag a card between columns on the board, or use the status badge in table view. If your role can edit tickets, the slider icon lets you customize these stages for your organization, independently of the main ticket board.

Complete an RMA

When the supplier sends something back, open the RMA's row menu and choose Complete RMA. Pick the outcome:

  • Repaired: the linked device goes back to Installed status.
  • Replaced: the old unit is archived as removed, and a new unit record is created in its place, carrying over the same warranty end date. Enter the new serial number if you have it.
  • Credited or Rejected: the linked device is marked Removed.

Set the date it came back, then confirm. The RMA closes automatically once you complete it.

Tips

  • An RMA's chat thread works the same as any ticket, see Chat on tasks, tickets & RMAs.
  • The RMA reference, supplier, and serial number all show up in the board card and table row, so you can spot the right RMA without opening it.
  • Completing an RMA is one-way: pick the outcome carefully, since it updates the device record immediately.