Returns Management module of 4CS iWarranty software automates the returns management or reverse logistics process to recover, evaluate and analyze a failed or returned material. iWarranty returns management enables RMA/RGA (Return Material/Goods Authorization) generation, printing of shipping documentation, tracking of returns to manufacturers or suppliers, capturing of inspection results and reporting on returns data.

4CS iWarranty returns management module enables companies to more effectively manage the returns process by

• Streamlining and automating the return processes throughout the service lifecycle
• Enhancing the information visibility of returns, metrics and reports to all stake holders through a single web-based interface for internal and external users
• Enabling companies to control and manage the return requests, rules, and workflow processes
• Providing seamless integration with Warranty and service systems

iWarranty Returns Management module consists of

• Return Requests,
• RMA Generation,
• Return Tracking,
• Inspection Results, and
• Returns Reporting & Analysis

Return Requests

The Parts Return component provides the ability to establish rules and instructions for when and where a part should be returned, held, or scrapped.  Return request form allows all authorized users including warranty, engineering, quality, manufacturing, and suppliers to specify the criteria to return a part.  Multiple transit points for return can be assigned to support the process across the supply chain.  Companies can reduce the parts to be returned by selecting the right selection and sampling criteria on return requests that support the objectives of failure analysis, supplier recovery and remanufacturing. Return limits can be established to selectively target parts newly introduced into the product build or suspect parts. Significant cost savings can be realized by avoiding costs in shipping and handling of unnecessary returns and by shipping direct to vendors.

RMA Generation

The Returns module automatically triggers and generates Return Material Authorizations (RMAs) from warranty claims, support requests and service orders based on criteria setup in Return Requests.  Shipping instructions, the right return address for return center or vendor, bar code tracking, required part list are included in the RMA. The RMA document is sent via email or dealer or service center has the capability to print the tags from the work queue.

Return Tracking

iWarranty tracks returns various stages including authorization, shipping, receiving and final parts disposition. RMA provides an efficient and easy way for different stakeholders to view and update the return information. Part status, disposition, comments and other information can be updated by authorized users as part of return tracking. Authorized users can search for RMA information based on various criteria throughout the process.

Notifications are sent when returns are overdue and parts have not been returned. The returns management module interfaces with logistics or carrier company systems like UPS to track the parts from pickup to delivery. Returned parts can be received directly into returns system, using bar code scanners or through other parts warehouse systems. Bin location can be assigned at the time the part is received enabling tracking of inventory of returned parts.

RMA process is fully integrated with warranty claims processing, support request management, service orders, supplier recovery and failure analysis enabling the warranty and technical support teams to request, track and analyze parts returns.   

Inspection results

Return inspection or analysis results can be entered and tracked in the system. The return failure and cause codes can be recorded to improve the accuracy of the failure data for analysis. Users can also attach additional pictures, documents and test results to the RMA. Component suppliers can also enter the parts inspection results improving the visibility to the OEMs and Service centers.   

Returns Reporting and Analysis

iWarranty returns management includes a number of standard reports and all reports can be run on demand or on schedule.  Some of the standard reports include:

• List of parts requested,  returned, received and scrapped

  Cost effective management of  returns and reverse logistics  Seamless integration with carriers for freight, shipment tags and RMA tracking  Capture Return inspection results to support better analysis  Automated notifications to improve returns from dealers/service centers

• RMA status and parts location by Return Center, Supplier and Dealer/Service center
• RMA aging
• Claims in Parts return status
• Inbound or Outbound shipments

Returns reporting and analysis powered by 4CS Service Intelligence platform provides a robust and flexible tool to enable ad hoc queries, reports and analysis by all users.