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This article will walk you through how RMA feature for Zendesk works.
Let's get started.
The RMA feature for our Zendesk App for NetSuite can be utilized after your Sync Profile is created because the RMA feature needs to connect to NetSuite using credentials defined in your Sync Profile from within Zendesk.
Please open up the Zendesk App for NetSuite while on a Zendesk ticket to display the RMA tab and the RMA tab is only displayed if you press the customer details after a search (or by pressing customer details link), then press "Create RMA" button.
The customer's last 5-10 orders from NetSuite will also be displayed and if you need more, don't hesitate to drop us an email.
You can search NetSuite customers, right from Zendesk, enabling your Customer Service team to view Customer details including the Sales Order. After tapping the NetSuite Sales Order details displayed in the Zendesk App for NetSuite, you can then create an RMA from a Sales Order.
Is it possible to create a stand-alone RMA, not created from an existing NetSuite sales order?
Creating a stand-alone return authorization in NetSuite is possible. But the only difference is that this will not be linked to a sale transaction.
A good use case would be issuing an RMA to an end customer where the original sale transaction was done with a distributor or a retailer.
We hope that this has helped you get started on integrating NetSuite & Zendesk!
If you ever have questions, don't hesitate to drop us an email at our 24/7 Support Desk.