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

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 component (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 service order to SAP ME using the transaction IORD.

SAPMEINT creates the RMA shop order and performs SFC receipt (see Transfer of Service (RMA) Order) in SAP ME.

The technician repairs the component (serial number) and completes all SFC numbers for the RMA shop order.

SAPMEINT sends technical completion data to SAP ERP.

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