Phone Returns and RMA¶
Use Device Ops → Returns & RMA → RMA Queue. One RMA controls one exact 15-digit IMEI from the first request through final reconciliation.
One-time setup¶
- Go to Inventory → Configuration → Settings.
- Find Device RMA.
- Click Setup RMA Locations.
- Confirm the authorization-validity days and minimum resale battery health.
The setup creates separate quarantine, battery safety, diagnostics, repair, post-repair QA, resale, return-to-vendor, and recycling/parts areas. Never use ordinary saleable storage as return intake.
The eight steps¶
1. Request¶
- Create an RMA and select the exact sold IMEI.
- Link the customer, sale, and invoice when available.
- Choose the return type and requested remedy.
- Record what the customer reported without diagnosing it yet.
- Click Submit for Authorization.
2. Authorization and battery safety¶
- Ask every battery/recall question.
- Any swelling, heat, leaking, puncture, major fire/water damage, or recall puts the case on Safety Hold and requires specialist routing instructions.
- An Inventory Manager authorizes or rejects the request.
3–4. Receive into quarantine¶
- Scan the IMEI physically in hand.
- Odoo rejects a different IMEI and blocks duplicate internal inventory.
- A matched phone moves through an exact-lot receipt into Returns Quarantine or Battery Safety Hold. It becomes Returned + Pending QC, never Available.
5. Inspect and handle data¶
- Scan the phone into Diagnostics.
- Run a new M360 session after the recorded return time.
- Click Capture Current M360 Results. Pre-return sessions are rejected.
- Record functional result, cosmetic grade, battery, blacklist, Activation Lock, FRP, MDM, observed failure, and root cause separately.
- Record and confirm data preservation, sanitization, destruction, or failure.
- Click Complete Inspection.
6. Resolve¶
Choose two separate answers:
- Customer remedy: refund, replacement, repair-and-return, credit, reject, or none.
- Phone disposition: restock, repair/refurbish, return to customer, supplier hold, parts hold, recycling hold, or fraud/legal hold.
Every physical handoff requires the exact original or replacement IMEI scan. Repair completion loops back to Inspection and requires another fresh M360 test.
Restock is blocked until the phone has passed fresh diagnostics, met the battery threshold, cleared blacklist/account/MDM checks, received a final grade, and has verified sanitization evidence.
7. Reconcile¶
Inventory and financials are checked independently:
- Verify Inventory: confirms the exact quant, location, status, and completed disposition picking.
- Verify Financials: links the posted credit/refund when applicable and confirms COGS/valuation and owner/consignment settlement treatment.
8. Close¶
Only an Inventory Manager can close the RMA, and only after both reconciliation checks pass.
Non-negotiable rules¶
- Never receive a phone by clicking without scanning its physical IMEI.
- Never place a returned phone directly into Available stock.
- Never accept an M360 session older than the return or repair completion.
- Never store Apple, Google, or customer passcodes.
- A replacement is a separate IMEI linked to the RMA; never overwrite the returned phone's identity.
- Do not close an RMA while inventory, financials, or final disposition remains unresolved.