Del Monte REX - RMA Approval and Admin

Every day, its is necessary to review the Del Monte section of the All REX Tickets view in Zendesk.  Any open or new tickets must be addressed same day.  As a note, Del Monte often emails RMA requests to Customer Service, who will then forward the request to support@sstid.com.  When these requests are received, see the Creating a New RMA page for instruction then return here.

1. Access the Del Monte REX instance and open the RMA section.  In a separate tab, open the All REX Tickets view in Zendesk.

2. Any RMAs in REX with a NEW status should be addressed. Open the first RMA.

3. Verify that the following fields are completed and accurate:

   • Serial Number

   • Model

   • The Serial Number Verified toggle is set to True.  If this is false, then the serial number may be invalid.  Seek management guidance.

   • The Duplicate toggle is set to False.  If Duplicate is true, the second RMA should be marked as Closed with a Resolution Category of Duplicate RMA.

   • Note the contract type in the Repair tab.  This will dictate the next SOP to reference.

4. Select the appropriate Zendesk RMA.  In the bottom right corner, click Submit as Pending.

5. Return to the main Del Monte REX SOP page.  Select the page for the Contract type that matches the Repair tab field. Continue based on that page's instruction.