Summary
In short
- A returns and rma record is a record used in KnowLogistics that authorises and tracks product coming back from a customer, from the request through to disposition. It is built against ISO 9001 cl.8.7 and forms part of the Claims and Carrier Performance programme.
- Raised on a return request. Completed by customer service with quality.
- The template holds 39 fields across 4 sections.
- Scoring is returns dispositioned, where high is good.
- ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable.
- It connects to the rest of the library: links Complaint and Hold and Release.
What it is
What it is
What is a returns and rma record?
A returns and rma record is a record used in KnowLogistics that authorises and tracks product coming back from a customer, from the request through to disposition. It is built against ISO 9001 cl.8.7 and forms part of the Claims and Carrier Performance programme.
When is a returns and rma record completed?
A returns and rma record is completed at the moment the event happens, rather than reconstructed afterwards. Raised on a return request.
When to use it
When to use it, and when not to
This record is one step in a larger programme. Using it for work that belongs to a neighbouring template produces records that are hard to report on later.
Use it for
- The event or activity this record covers has occurred, or is about to
- The workspace is being set up, or the register needs an entry added or retired
- You are running the Claims and Carrier Performance programme and this is one of its steps
- A linked record needs this one to exist: links complaint and hold and release
Not for
- Freight Claim Record, which pursues a claim against a carrier for loss or damage in transit.
- Detention and Demurrage Log, which records time a vehicle or container spent beyond its free period, why, and who is liable.
- Carrier Service Failure Record, which records a carrier failing to deliver the service agreed, covering late collection, missed delivery, refusal or a damaged load.
- Anything outside KnowLogistics, which belongs in the workspace that owns that process
Standards
What it is built against
ISO 9001Quality management systems
The international standard for consistently meeting customer and regulatory requirements. Certifiable.
ISOInternational Organization for Standardization
A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
FAQ
Frequently asked questions
What is the returns and rma record template based on?+
It is built against ISO 9001 cl.8.7. ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable. ISO is international Organization for Standardization. A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
What sections does the returns and rma record contain?+
There are 4 sections: header, on receipt, assessment, outcome. Together they hold 39 fields, 29 of which are required.
How many returns and rma record records should we have?+
This is a singleton. One record per workspace, set up once and maintained, rather than one per event. Other templates refer back to it.
Which programme does the returns and rma record belong to?+
It is part of Claims and Carrier Performance. Claims filed inside the window with the evidence gathered at the dock.
How is a returns and rma record scored?+
Scoring is returns dispositioned. High is good. Scores exist to make the form tell you something, not to produce a percentage for its own sake.
Can the returns and rma record template be changed?+
Yes. Every field, option, score and conditional rule is editable, and the links to other templates come with it. Most teams install it as it is, run it for a cycle, then adjust.
The agents
What the agents do with it
The form is the easy part. Keeping it current, routing it to the right owner and holding the evidence together is the work that actually slips.
Holds the returns and rma record library against your registers, routes each record to its owner, and keeps the evidence trail together.
Coordinates the crew, rolls completion and exceptions into one view, and holds every write for your approval before it touches a record.
This template lives in KnowLogistics — supply chain execution. Inbound, outbound, inventory, yard, claims, supplier lifecycle and customs.
Meet KnowLogistics→Sources
Sources
- ISO 9001 — Quality management systems
- ISO — International Organization for Standardization