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Expired RMAs

What you should know and how to work Expired RMAs

Steps for Handling Expired RMAs

What is considered an expired RMA?

  • Expired RMAs are open or pending RMAs with an RMA date greater than 30 days.
  • A 15-day grace period is allowed for Kaplan to receive returns past the 30-day window, bringing the total allowable time to 45 days.

How do I know when an RMA is expired?

  • Each month, on or before the 5th, run the expired RMA query to review.
  • Use the 2K_OP_RMA_BY_DATE query.
  • Ensure you are reviewing RMAs for a time range of 18-24 months.

How often should I review expired RMAs?

  • Expired RMAs should be reviewed monthly.

What should I do when an RMA in my base state expires?

  • Review all RMAs for your base state, regardless of who entered them.
  • Follow the below guidelines based on RMA codes.

RMA Actions Based on Code

  • Customer:
    • If the RMA has expired, cancel the RMA because the item was not returned.
    • Notes should be added to the RMA before it’s canceled as PeopleSoft will not allow you to add a note after. 
      Example: Expired RMA past 45 days item not returned Canceled RMA 0000123456
  • Lost:
    • Review notes related to the lost claim.
    • If notes indicate the claim was paid, change the RMA to Credit Now, and complete the RMA worksheet.
  • Damaged:
    • If a claim was reported and notes indicate the claim was paid, change the RMA to Credit Now for the damaged line(s). If all items relate to the damaged claim, update the RMA header and complete the RMA worksheet.
    • If a claim was reported but notes do not indicate payment, follow up accordingly.
    • If there's no indication of a claim filed, ensure the notes reflect that a label was sent (including UPS tag numbers or truck “Logisource” pickup).
  • Shipping:
    • Track the return using the noted tracking information or the Kaplan Managed Returns spreadsheet if it was a Logisource pickup.
    • If the shipping error is over $80.00 and the item hasn’t been returned, contact the customer about the return.
    • If the customer plans to keep the item, submit a Bill Only to charge them and cancel the RMA.

Note: Make sure to update notes as needed.

By following these steps, you'll ensure proper handling of expired RMAs and maintain accurate records.