---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Return Merchandise Authorization release notes

# Return Merchandise Authorization release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The ServiceNow®
RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow. RMA Case Management is a new application in
the Zurich
release.

## About Return Merchandise Authorization {#return-merchandise-authorization-rn__return-merchandise-authorization-rn-highlights}

* Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support.
* Handle product cases efficiently to streamline the return process and enhance the customer experience.
{#return-merchandise-authorization-rn__ul_jb3_wzm_dhc}

See [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&version=zurich&pubname=zurich-order-management&ft:locale=en-US) for more information.{#return-merchandise-authorization-rn__return-merchandise-authorization-rn-highlights-2}

## Activation and other requirements

Important:  
RMA Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   Install RMA Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).
    Return Merchandise Authorization is available with activation of the RMA Case Management
    plugin (sn_csm_rma_case). For details, see [Activate the Return Merchandise Authorization plugin](https://www.servicenow.com/docs/access?context=activate-return-merchandise-authorization-plugin&version=zurich&pubname=zurich-order-management&ft:locale=en-US).{#return-merchandise-authorization-rn__return-merchandise-authorization-rn-activation-1}

Browser requirements

:   Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://servicenow-prod.fluidtopics.net/N6KeeBQOF9C~54QjfuslEg "Browser support varies for each version of the user interface (UI). Some features have additional browser requirements, which are noted in the appropriate documentation.").{#return-merchandise-authorization-rn__return-merchandise-authorization-rn-browser-1}

## November 2025 {#ariaid-title2}

The ServiceNow®
RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow. RMA Case Management is a new application in
the Zurich
release.

### What's changed {#return-merchandise-authorization-rn-2025-11__return-merchandise-authorization-rn-changed-features}

[Enhancements in the RMA case flow](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full
    support.
{#return-merchandise-authorization-rn-2025-11__return-merchandise-authorization-rn-changed-features-1}

## Zurich Early Availability {#ariaid-title3}

The ServiceNow®
RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow. RMA Case Management is a new application in
the Zurich
release.

### What's new {#return-merchandise-authorization-rn-2025-08__return-merchandise-authorization-rn-new-features}

[Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Enable customers to create cases for defective products within a specified warranty period, which helps
    streamline the
    process.
{#return-merchandise-authorization-rn-2025-08__return-merchandise-authorization-rn-new-features-1}

[Granular roles in Install Base Management](https://www.servicenow.com/docs/access?context=r_rolesinstalledwithcustaccessmgmt&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Use the following new granular
    roles with the
    sn_install_base.install_base_admin
    role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base):

    * sn_install_base.install_base_read
    * sn_install_base.install_base_write
    * sn_install_base.install_base_create
    * sn_install_base.install_base_delete
    * sn_customerservice.customer_data_viewer
    * sn_customerservice.case.viewer

    {#return-merchandise-authorization-rn-2025-08__ul_i15_j1f_lhc}

    These roles provide you with more control over administrative tasks related to install base and sold product related
    entities.