PR Return

PR Return

After a PR Return is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Return Management team.
 
1. Go to ZOHO, click the expand button, and click Kanban Task Board.


2. Find all agent assigned tasks in the agent queue.
NOTE: Clicking on ALL TASKS displays all tasks assigned to the team. Clicking on MY TASKS displays all tasks assigned to the agent. 
NOTE:  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the My Activities filter > selecting My Open Activities.
NOTE: If you need to manually search for a job, click the search field and enter the service job number. 

3. In the agent queue, select a service job with the PR Return.


4. Copy the Service Job number from the open task and go to Service Bench.
5. Pull up the Service Job, review the details, and work the task.
NOTE: Depending on the part of the process that you are in, manually update the sub status and status as follows:

Return Sub-Status
ZOHO Status
If the sub status is set to Open...
Update the ZOHO status to Not Started.
If the sub status is set to RMA Pending...
Update the ZOHO status to Pending.
If the sub status is set to RMA Scheduled...
Update the ZOHO status to Follow Up.
If the sub status is set to Tracking...
Update the ZOHO status to In Progress.
If the sub status is set to If the sub status is set to Final Tracking...
Update the ZOHO status to In Progress.
If the sub status is set to Delivered...
Update the ZOHO status to Complete.
If the sub status is set to Ineligible for Return...
Update the ZOHO status to Complete.
If the sub status is set to Return Denial...
Update the ZOHO status to Complete.

6. Add a note to the comments in ServiceBench.
7. When finished, update the exception in ServiceBench to Complete.
8. In ZOHO, the status will now show as Closed, manually update to Completed.
9. Enter the required Resolution Reason and Save.

End Process




    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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