Users of Cisco's PRR (Product Returns and Replacement) tool will have a new capability following the March 8th, 2020 release.
While the capability to cancel an RMA created in PRR that are in draft state has been available for some time, following the latest release users will have the option to cancel parts and labor (the entire RMA will be cancelled) for eligible RMAs that have already been submitted and are in the fulfillment process.
There are three distinct scenarios where cancellations can occur;
- Pre Order Dispatch
- Pre Ship Confirm
- Post Ship Confirm (aka Stop Delivery)
The Post Order Creation Cancel feature will allow users to perform self service RMA cancellations, and avoid having to contact the Logistics Support Centers (LSC).
Additional enhancements include automated messaging to optimize interactions between Cisco's logistics, field services and inventory teams.
As with many processes, there are exceptions, constraints and controls in place which regulate and manage when and how cancellations can be made.
There are some exceptions and exemptions to note for the new feature:
- No partial cancellations
- No partial stop deliveries
- Stop Delivery is only available for orders placed through TPL (Third Party Logistics) courier service
- Does not include Stop Delivery for Premium Cross Border RMAs