How EWall Solutions Transformed MachMotion’s RMA Processing with Odoo

Managing product returns efficiently is crucial for businesses offering technical solutions like CNC control retrofits. A seamless Return Merchandise Authorization (RMA) process enhances customer satisfaction, reduces operational burdens, and ensures accurate warranty claims.

MachMotion, a leading provider of CNC control retrofits, faced challenges in handling product return requests, warranty claims, and refund processes. To manage their RMA workflows, they partnered with EWall Solutions for a customized Odoo 17 integration.

The result? A fully automated, efficient, and scalable RMA system integrated within Odoo Helpdesk and Project applications, improving return processing, customer communication, and financial tracking.

The Challenge: Why MachMotion Needed an Advanced RMA System

As a provider of CNC machine retrofits, MachMotion frequently dealt with return requests, product repairs, and warranty claims. Their existing system was:

• Time-Consuming: Manual RMA processing led to delays.
• Error-Prone: Lack of automation caused inefficiencies.
• Poor Tracking: No real-time updates for customers.
• Disconnected Workflow: No integration with Helpdesk or Project modules.
• Limited Flexibility: No easy way to handle returns without a sales order.

To enhance efficiency and customer experience, they needed

• A centralized, automated RMA system within their Odoo ERP.
• Seamless integration with Helpdesk & Project applications for tracking.
• Dynamic RMA handling for customers with or without recorded sales orders.
• Automated refund, replacement, and repair workflows.
• Smart warranty tracking with expiration alerts and claim automation

That’s where EWall Solutions stepped in.

The Solution: Custom Odoo 17 RMA Integration

Tech Stack Used

We leveraged cutting-edge technology to build a scalable, user-friendly RMA system:

• ERP Platform: Odoo 17 Enterprise, Odoo.sh
• Database: PostgreSQL
• Programming: Python, XML
• Frontend Technologies: JavaScript, jQuery (3.6.3), jQuery UI Select2
• Version Control: GIT

Key Features & Implementation

1️. Seamless Integration with Odoo Helpdesk & Project Modules

• Helpdesk Integration: When a customer submits an RMA request, a helpdesk ticket is automatically generated.
• Project Management Tracking: The RMA process is linked to Odoo Project, ensuring visibility at every stage.
• Sales & Support Collaboration: Sales agents and support teams can track, update, and process RMA requests in real-time

RMA request Listing

RMA Request Reason Configuration

Automated RMA location with separate In/Out per warehouse

RMA project request listing

2️. RMA Processing for Customers With or Without a Sales Order

Flexibility in Returns Processing

• Customers can submit RMA requests even without a recorded sales order.
• The system links the RMA request to a past order or processes it as a standalone request.

Improved Customer Experience

• No hassle of lost order records—returns are still processed smoothly.

3️. Automated Workflows for Different RMA Operations

Replacement Workflow

If a product qualifies for a replacement:

1. The system creates an incoming shipment.
2. A new sales order is generated for the replacement product.
3. A delivery order is automatically triggered.
4. The RMA request moves to the Delivered state once fulfilled.

Repair Workflow

For products under warranty requiring repairs:

1. A warranty claim, incoming shipment, and repair project are generated.
2. A repair order is created.
3. After repair completion, an automated delivery order is issued.
4. The RMA request updates to Delivered state.

Refund Workflow

If a product is eligible for a refund

1. The system creates an incoming shipment and RMA project.
2. A credit note is generated
3. 1. 1. If linked to a sales order, it is issued against the original invoice.
      2. If no sales order exists, a standalone credit note is created.
4. Once payment is registered, the RMA request updates to Payment Done state.
   

4️. Flexible Refund Options & Dynamic Return Reasons

• Customers can choose between
• •   Return With No Refund
  •   Return With Refund
• Admins can configure return reasons dynamically based on operation type (Replace, Repair, Refund).
  

5️. Smart Product Warranty & Claims Management

• Auto-warranty generation upon product delivery.
• Configurable return and warranty periods for each product.
• Daily warranty expiry checks with automated customer notifications.
• Ability to process non-warranty products under the RMA module

Product Warranty and Claim Management

Product Warranty and return period configuration

6️. Advanced Tracking, Notifications & Multi-Company Support

Real-Time RMA Status Updates

• The system automatically updates the RMA status based on the operation type.

Automated Customer Notifications

Customers receive email updates at every stage of the RMA process:

• Request Submission Confirmation
• Approval & Processing Updates
• Refund Completion Notification

Multi-Company & Role-Based Access

• Supports multi-company environments.
• User roles are defined for salespersons, support teams, and admins.

Business Impact 

• Higher Customer Satisfaction – Transparency through automated notifications.
• Accurate Financial Tracking – Automated credit note creation & refunds.
• Seamless Inventory Management – Easy tracking of returned products.

Outcome

MachMotion now has a fully automated, efficient, and customer-friendly RMA system that enhances operational efficiency and after-sales service.

Conclusion: A Game-Changer for RMA Management

By integrating Odoo RMA module with Helpdesk and Project applications, EWall Solutions revolutionized MachMotion’s returns process. The automated workflows, seamless tracking, and enhanced customer communication have significantly improved efficiency and customer satisfaction.