The proposed web application will allow customers to easily manage their Return Merchandise Authorization (RMA) claims, track status, and interact with the claims process. Integration with a shopping site and NetSuite RMA flow will streamline the RMA process, making it more efficient for both customers and the administration.
2. Key Features
Customer Authentication:
Login via SO Number/Contact Number: The customer will be able to log in using their SO number or contact number, synchronized with the shopping site’s / NetSuite database.
Seamless User Interface: Simple and intuitive design to ensure ease of use.
Claim Status & Tracking Information:
Customers will be able to view the status of their RMA claim (e.g., Pending, Approved, Shipped, etc.).
Tracking Information: Integration with the shipping service to display the tracking number and current status of their return shipment.
Fetch from Order /QR Code Scan for RMA Registration:
The system will automatically retrieve product details (e.g., model, serial number) and link it to the RMA claim.
Customers will be able to scan the QR code associated with the product invoice for RMA registration.
Service and Description for Item Damage:
Fields will allow customers to specify the service required for the product (e.g., replacement, repair).
A description field will be provided for customers to detail the nature of the damage.
Image Upload: A feature to upload images of the damaged product to support the RMA claim.
Notifications to Customer:
Email & SMS Notifications: Customers will receive notifications when there are updates to their RMA claims, such as:
RMA request received
RMA status changes (e.g., approved, shipped)
Resolution of RMA (e.g., refund, replacement)
Tracking updates
Integration with third-party SMS and email services (e.g., Twilio for SMS, SendGrid for email).
NetSuite RMA Integration:
The application will integrate with NetSuite’s RMA flow to:
Sync order and customer details automatically.
Complete the RMA process within NetSuite and update the status across platforms.
Ensure that returned products are processed appropriately (e.g., replacement, refund, etc.).
Admin Access for RMA Management:
Admin Dashboard: Admin users will have access to a centralized dashboard to manage customer claims.
Manage Claims: Admins can view, approve, reject, and process RMA claims.
Claim History: Admins can view detailed claim histories, including customer interactions and updates on their claims.
Reporting: Generate reports on the volume of RMA requests, processing times, status distribution, and other analytics.