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RGA Process (current)
Transcript of RGA Process (current)
Crediting the RGA
RGA Coordinator sends email to RGA inbox
Has been submitted, approved, and closed by this point
Get RGA info from SAP business objects
Pull PDF reports through extranet
Enter RGA Credit into JDE
The Returned Good Authorization (RGA) Process
A 25% restocking fee is applied, unless Stryker was the source of the error - then that fee is waived. Approval to waive a restocking fee must come from the Regional Manager level or above, the Sales Rep does not have the
to do this.
they do have the
to waive the restocking fee
Once the RGA has been submitted, the Sales Rep places the product into shipping boxes at the customers location
The RGA number is written on the outside of the box
The box is returned to either Lakeland or Phoenix depending on the product
Once the product is received it is placed in the RGA Quarantine case in the shipping warehouse
It is itemized through the extranet and entered into JDE
A data sheet is aggregated of the products
Quality inspects the products
Products are sent back to RDI and go through the reprocessing process again
Return Reason Codes that require a restocking fee:
DNR/CPC - Add DNR
What is a Returned Good Authorization?
An appropriate party will create an RGA in the system
Account Manager / Regional Manager / Sales Representative, etc. or
Product is considered a returned good if customer does not claim any deficiencies or violations of their specs
An RGA should be filed immediately using a form found on the Extranet. It asks for information including:
Return Reason Code
Product is considered a complaint if the customer alleges product deficiencies
Complaints are handled through the Quality Hotline
Quality complaint (scrapped)