A product or a component (a serial number) is not working properly and a customer calls the call center to report it.

The call center operator creates a repair order in SAP ERP (order type of Repair) and communicates an RMA number to the customer.

The customer sends the product (serial number) back to the depot.

The warehouse clerk in the depot receives the serial number and performs an inbound delivery.

SAP ERP automatically creates a service order based on customizing settings.

You send the repair order to SAP ME using the transaction IORD.

SAPMEINT creates the RMA shop order and a routing for this shop order in SAP ME (see Transfer of Service (RMA) Order).

If an SFC number exists for this product in the site where it is being returned, SAP ME unarchives the SFC number and all of its data (see Archiving). If the SFC number was packed, the system removes it the container (see Container and Packing Report).

If the SFC number does not exist, SAP ME creates it.

If needed, you enter RMA shop order and SFC data on the Serial/SFC & RMA tab page of Shop Order Maintenance (see Shop Order Maintenance).

You release the RMA shop order (see Shop Order Release).

A technician repairs the product (serial number) and completes the SFC number(s) for the RMA shop order.

SAP ME sends technical completion data to SAP ERP.

SAP ERP creates an outbound delivery and sends the repaired product (serial number) back to the customer.