Using the Web RMA Assistant

Create a RMA or View RMA Status

If you’ve already decided that you want to return a product for service or you want to know that status of an RMA that you have already returned to us, we recommend using the RMA Assistant.

The RMA Assistant allows you to create a service order (RMA) and/or view the status of a RMA at any time. Certain information is required to receive a RMA number from this system. If you are unable to provide any of the required information or the application is unable to confirm the accuracy of the information you enter, you may not receive a RMA numbers but will instead receive a Customer Interaction Center Incident Number. If this occurs, a Global Services team member will contact you to follow-up and resolve.

Creating a Service Order (RMA)

A Service Order, commonly referred to as an RMA is required for all returns. If you’ve already decided that you want to return a product for service, and you want a RMA number as quickly as possible, select Service Order (RMA) Request.

Log into the Customer Interaction Center.
From the Navigation Menu on the left, select Service Order (RMA) Request.
Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant for additional information.
Click button.

An explanation of the fields and types of information you will be asked to provide is below.

RMA Assistant Fields

Field Name	Description
Serial Number	Enter the RadiSys serial number of all products for which you wish to obtain a RMA number. The field will allow you to enter numbers in several ways: Type in one number and press [ENTER] to add the next; Type in a string numbers separated by a comma or space; Paste a list of numbers from your windows clipboard.
Product Number	Product number (Part Number/Material number) is the RadiSys Part number. Select the correct part number from the list that displayed. Select the serial number in question then select the part number from the list. Please note that the screen in which you are required to select a part number will appear only if you enter a serial number that has been assigned to more than one part number.
Summary Description	Summary Description is a description of the problem you observed with the product or the reason for your wanting to return it for service. It will be used as the Problem Description of all serial numbers you entered in the Serial Number field. This eliminates your having to enter the same problem description multiple times. You will be given the opportunity to change the Problem Description of any specific serial number before creating a RMA. If you do not enter any information in this field, you will have to add a Problem Description for each serial number for which you want an RMA.
Bill to Address	Bill to Address is the business address for the RMA transaction. Warranty services are provided at no charge however a billing address is required for shipping, customs, accounting, and other purposes. If billable services are incurred, an invoice for services will be sent to this address. The ‘Bill to’ address you select will be used for all serial numbers you entered. You may only use one ‘Bill To’ Address per RMA request. Please begin a new RMA Request if you wish to use a different ‘Bill to’ address.
Ship to Address	Ship To Address is the address to which we will ship the products after we have completed service/repair. The ‘Ship to’ you select will be used for all serial numbers you entered. You will be given the opportunity to change the ‘Ship to’ Address of any specific serial number before creating a RMA.
Master Purchase Order Number	Master Purchase Order should contain the Purchase Order (PO) Number against which you want us to invoice service charges. Please do not enter zero dollar ($0) PO’s or PO’s you have created for tracking purposes only in this field. Tracking or $0 PO’s should be entered in the Reference Number field. The PO Number you enter in this field will be used for all serial numbers you entered. You will be given the opportunity to change the PO Number of any specific serial number before creating a RMA.
Master Reference Number	Master Reference Number should contain any number or information you use internally to track a return to a vendor. Examples of this information are a $0 PO or tracking PO, RTV number, CAR number, etc. The Master Reference number will be used as the Reference Number of all serial numbers you enter. You will be given the opportunity to change the Reference Number of any specific serial number before creating a RMA.
Problem Description	Problem Description should contain a description of the problem you observed with the product or the reason for your wanting to return it for service. It will be used as the Problem Description for the highlighted serial number only. Not entering information in this field may delay the repair process and could result in a service charge.
Purchase Order Number	Problem Description should contain a description of the problem you observed with the product or the reason for your wanting to return it for service. It will be used as the Problem Description for the highlighted serial number only. Not entering information in this field may delay the repair process and could result in a service charge.
Reference Number	Reference Number field should contain any number or information you use internally to track a return to a vendor. Examples of this information are a $0 PO or tracking PO, RTV number, CAR number, etc. The Reference Number will be used as the Reference Number for the highlighted serial number only.

Request Summary Screen

Status	Status of the item in regards to the RMA request. Any problems with serial numbers, part numbers, are warranty will be indicated in this column
Warranty	Status of the warranty of the serial number.
Desc	RadiSys description of the serial number
P.O. #:	The PO number that will be used for invoicing of billable services.
Reference #:	The tracking number assigned by you.
Ship to:	The address to which the repaired/serviced product will be shipped.
Problem Description:	Description of the problem or service you are requesting.

Service Order (RMA) Request Results Screen

Customer Interaction Center Issue Number	Number assigned to this request for tracking purposes. This number will be displayed on the Issues History Page.
Serial#	RadiSys Serial number of the product for which you were provided a RMA number
Product#	RadiSys part number of the product for which you were provided a RMA number
RMA#	The RMA number that was created and provided to you.
Warr. Status	Status of the warranty of the product for which you were provided a RMA number
Warr. Expire	The expiration date of the warranty of the product for which you were provided a RMA number
P.O.#:	The PO number that will be used for invoicing of billable services.
Ref.#:	The tracking number assigned by you.
Prod. Desc.	RadiSys description of the serial number
Problem Desc.	Description of the problem or service you are requesting
Customer Ship Address	The address to which the repaired/serviced product will be shipped
Service Return Address	The address of the RadiSys Service Center to which you should ship the product for which you were provided a RMA number

Viewing Service Order (RMA) Status

The quickest method for viewing the status of a RMA is to use the RMA Assistant. If you’ve already returned your product and want to know the status of the products repair, select Service Order (RMA) Status.

To view the latest status of a service order (RMA):

Log into the Customer Interaction Center.
From the Navigation Menu on the left, select View Service Order (RMA) Status.
Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant below for additional information.
Click button.

An explanation of the fields and types of information you will be asked to provide is below.

Service Order Status Search Screen

Search Type	Description
All RMA's	Search for all RMA’s. If selected, you must select a status. You may also choose to view RMA’s created only by you or all RMA’s created for your company.
By Date Range	Search for RMA’s created within a specific date range. If selected, you can view all status types and may also choose to view RMA’s created only by you or all RMA’s created for your company.
By RMA Number	Enter a specific RMA number
By Customer Purchase Order Number	Search for RMA’s using a specific a PO Number. If selected, you may choose to filter by status. This search method relies on your having entered the PO Number when you created the RMA.
By Customer Reference Number	Search for RMA’s using a specific a Reference Number. If selected, you may choose to filter by status. This search method relies on your having entered the Reference Number when you created the RMA.
By Product Serial Number	Find all RMA’s for a specific serial number. If selected, you can view all status types and may also choose to view RMA’s created only by you or all RMA’s created for your company.

RMA Search Results Screen

Field	Description
Serial #	RadiSys Serial number of the product for which you were provided a RMA number
Product #	RadiSys part number of the product for which you were provided a RMA number
RMA#	The RMA number that was created and provided to you.
P.O.#:	The PO number that will be used for invoicing of billable services.
Ref #	The tracking number assigned by you.
Service Status	Status of the Service Order in the RadiSys Repair Process. This describes which phase of the repair process at which an order may be.
Start	The date on which the product was received in our repair center
Ship	Estimated – the date on which we estimate service/repair of the product will be complete. It is based on the “start” date as displayed in the Start column. Actual – the date on which service/repair of the product was completed and the product was shipped to the return address provided.
Ship Info	Date on the repaired/serviced product was shipped, the name of the courier used to ship the product, and the tracking or airway bill number provided by that courier.