KB 001615 - RMA Ticket Status Definitions

KB 001615 - RMA Ticket Status Definitions


Sl No Ticket Status Status Definition
1 Open ticket opened, initial email received
2 Pending Customer awaiting reply from customer
3 pending RMA receipt awaiting shipment from customer
4 Pending Collection awaiting logistics team to collect the items
5 RMA received items received, RMA service tag attached,
verified serial number, physical damages
6 Pending Diagnosis items handed over to service center for testing
7 Diagnosis Completed testing complete and results attached
8 Pending Vendor items shipped to vendor, awaiting credit note/repair/replacement from vendor's end to proceed
9 Req Goods Issue awaiting logistics to issue and deliver a replacement for the items
10 Goods issued replacements delivered by logistics
11 Req Credit Memo awaiting logistics to issue a credit note
12 CM issued credit memo generated and attached by logistics
13 RMA followup customer emailed with credit note or goods issue receipts, awaiting confirmation from customer,
addressing issues with GI or CN
14 Closed  
15 duplicate  
16 On Hold  


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