Field Service RMA Software
The first question on a return is not whether it's broken, it's whether it's still in warranty. Kissflow validates that before authorization, keeps the RMA number tied to the unit through pickup and inspection, and lets the customer track it without calling in.
Trusted by energy operators worldwide
One authorized path from a return request to a resolved RMA
A customer wants to return a failed unit, and the first question is not whether it's broken, it's whether it's still in warranty, and that answer should not depend on someone finding the original purchase order.
Field service and RMA requests usually come in by phone or email, with warranty checked, if it's checked at all, after an RMA has already been promised. A returned unit shows up at the dock with nothing tying it to an approval, an inspector's findings never make it back to the original claim, and the customer calls in for a status update because there's nowhere else to check.
Kissflow validates the return against the warranty and purchase record before authorization, issues an RMA number that stays tied to the unit through pickup and inspection, routes the refund, replace, or repair decision based on what the inspection finds, and lets the customer or technician track it end to end without calling in.
A return request that starts with a phone call ends with nobody sure what was actually approved
Warranty gets checked after authorization, if at all
An RMA gets issued before anyone confirms the unit is actually still under warranty.
Returned units arrive with no record
A unit shows up at the dock with no RMA number tying it back to an approved request.
Inspection findings don't close the loop
What the inspector finds on the returned unit never makes it back to the original claim or the customer.
Customers call in for status
With no self-service tracking, every status update means a phone call to whoever's handling the RMA.
Six modules. Configurable to your warranty terms.
Every module ships with default forms, approval logic, and dashboards. Configure each one to your operating model in the visual builder.
Return request intake
Captures the customer's return request, the unit, the defect claimed, and the original purchase or install record.
Warranty validation and authorization
Checks the return against warranty terms and routes it for authorization, so an RMA number is only issued once qualified.
Logistics and pickup coordination
Schedules pickup or return shipment against the authorized RMA, with the number tied to the unit the whole way back.
Inspection on return
Logs the inspection findings against the original claim once the unit is back, confirming or overturning the reported defect.
Refund, replace, or repair decision
Routes the disposition decision, refund, replacement, or repair, based on the inspection finding and the warranty terms.
Requester self-service tracking
Lets the customer or field technician track the RMA status from request to resolution without calling in for an update.
From request to system of record in four steps
Report
A customer or field technician submits the return request, the unit, and the claimed defect.
Assess
The return is checked against warranty terms and an RMA number is issued on authorization, tied to the unit.
Resolve
Pickup is coordinated against the RMA, and the unit is inspected against the original claim on arrival.
Record
The disposition, refund, replace, or repair, is decided and executed, and the customer can see the resolution without calling in.
What changes when field service RMA runs on Kissflow
| Process | Before Kissflow | On Kissflow |
|---|---|---|
| Request intake | Phone call or email, no consistent record | Structured intake tied to the customer and product |
| Warranty check | Done after authorization, if at all | Validated before an RMA number is issued |
| RMA tracking | Units arrive with no reference | Every unit tied to its authorized RMA number |
| Inspection | Findings disconnected from the claim | Logged against the original claim |
| Disposition | Delayed while someone decides | Routed automatically based on inspection and warranty terms |
| Status visibility | Customer calls in for updates | Self-service tracking from request to resolution |
Connects to the CRM and ERP systems you already run
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Built for a return process that holds up end to end
Warranty checked before authorization
An RMA number is only issued once the return actually qualifies against warranty terms.
Every unit tied to its RMA
A returned unit is never a mystery at the dock. It's tied to its authorization the whole way back.
Inspection findings that close the loop
What the inspector finds routes straight back to the original claim and the disposition decision.
Live in weeks, not a re-implementation
Configure intake forms, warranty rules, and routing thresholds in the visual builder, without a change request against CRM.
Self-service for the customer
Customers and field technicians track their own RMA status instead of calling in.
Disposition rules you control
Refund, replace, or repair routes automatically based on rules you define, not an ad hoc call each time.
Related apps
Non-Conformance Reporting & Escalation
Capture and escalate a defect found internally, distinct from a customer-initiated field return.
Product Recall Management
Run a full recall response when a returned unit's defect points to a broader affected population.
Quality Quarantine & Product Release Decision
Hold and disposition a quarantined production lot, separate from an individual customer return.
We help service leaders close the loop on every return
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Vagesh Dave
GVP & CIO at McDermott International, Ltd
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“Advanced automation of all processes is easy to set up. I cannot imagine how to manage workflows without this software.”
Tanay Tiwary
Global Head - Digitalization & Business Improvement
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“Kissflow supports rapid application development by building a working application prototype in the shortest amount of time.”
Maria Theresa Cabigon
CIO, SN Aboitiz Power Group
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See what Kissflow can do for you
Talk to usGot questions? We're here to help.
Get SupportSupplier Corrective Action addresses a defect traced back to a supplier's part. This app handles a customer or field return of your own finished product, from request through refund, replacement, or repair.
A customer or field technician requesting a return for a defective, damaged, or incorrect unit, validated against the warranty and purchase record before authorization.
Configurable by value and reason, typically a service or returns coordinator, with escalation for higher-value or out-of-warranty exceptions.
The inspection finding, confirming or overturning the original claim, routes the disposition: refund, replacement, or repair, based on your defined rules.
Yes. Service leaders configure intake forms, warranty rules, and routing thresholds in the visual builder, and the AI Builder can generate a working app from a plain-language description.
Through APIs and integration connectors, under single sign-on and role-based access, with every action written to an audit log.
Configuration and AI generation move delivery from weeks to days, without a multi-year platform program or an engineering backlog.
Kissflow is certified to SOC 1, SOC 2, SOC 3, ISO/IEC 27001, HIPAA, GDPR, and CCPA, hosted on Google Cloud with data residency in the US, EU, APAC, and Oceania.
