1. Q：Do we need to create a new RMA if the customer reaches out for a different issue but with the same order? Example: In February, the customer reported missing accessories. This March, the same customer reported the machine suddenly goes off.
A： Yes, this situation requires the creation of a new RMA. Even if it is the same order number, but because this is a different after-sales type, it is also necessary to create a new one.
2. Q：What if the RMA created is for an offsite email, then the customer reach out also via in-station message for the same concern?. Should we create a new RMA with channel source as internal message? Or should we just update the one that is already existing for offsite email?
A：If it is the same type of after-sales problem, write the customer's mailbox in the remarks, and then briefly explain it in the remarks. There is no need to create a new RMA.