Del Monte Rex Process - Advanced Exchange

Processing an RMA

The RMA Process will vary based on the device's service contract type.  Searching for the serial number provided on the Assets Page in REX or reviewing the Contract field on the RMA Repair tab will provide details of the service contract.  See the below instructions for Zebra Advanced Exhange.

Zebra Advanced Exchange - Zebra Process

Printer Types:  ZE500’s

1. Navigate to the Zebra RMA Portal.

2. Select the "Create Repair Order" tab on the top left hand corner of the portal.

3. Select "New Repair Order" option.

4. Under the box name "Return Shipping Address", select the blue magnifying glass. A new UI will appear.

5. Find and select the address that has the following values. This should be the address of the site requesting the RMA. Once selected, a blue highlight of the selection should be seen. Select the "Select" option. This will auto fill the return shipping address for that box.

6. Under the box name "Shipping Contact", select the blue magnifying glass. A new UI will appear.

   1. Select the magnifying glass on the upper left hand corner of the new UI.

   2. Select the "First Name" field, type the RMA requestor's name and then press enter. A few results should show up. 

   3. Once selected, a blue highlight of the selection should be seen. Select the "Select" option.This will auto fill the shipping contact for that box.

7. Select the "Next" option.

8. Fill in the following required details for the device in the "Add Product" section:

   1. Serial Number - The device's serial number.

   2. Problem Category - Based on the details provided by the customer, select the option that closely resembles what the full issue is. If no option is close, select "Others"

   3. Problem Detail - Select the option that narrows down what the issue is. If no option is close, go back to "Problem Category", select "Others" and then for the "Problem Detail", select "Error received (see notes)".

   4. Problem Description - Not required if the "Problem Category" and the "Problem Detail" was not selected as "Others". If it was, take the time to specify what the problem is.

9. Once all the necessary fields have been filled in, select the "Add" option. The portal may take a few minutes to register the submission. Be patient.

10. When the portal accepts the submission, the "Product Information" section will make itself available to interact with. Take some time to look over what was just submitted. If everything looks good, select "Add Product". The option looks like a plus button.

11. After selecting the "Next" option, you will be pushed to the "Review Cart". Here you will review all the devices that were submitted. 

12. Pay close attention to the shopping cart image (more specifically the "Billable - " area). 

    1. If this value is greater than 0, seek management guidance. 

    2. If the value is 0, select the three check boxes near the bottom of the submission form and select the "Submit" button. You will be pushed to the order confirmation page. Here, you should see the "Repair Order Number" button. 

13. Click Submit.

14. Proceed to REX to make the below updates.

REX/ZenDesk Process

1. Update RMA Status to ‘Zebra Repair Request Submitted’.

2. Update RMA with the Zebra issued RMA/Confirmation number.

3. Change Asset Status to ‘Replacement Pending’

4. Navigate to Zendesk.

5. In the upper left side of the page, click "+ Add' to create a new ticket.

6. In the bottom left of the new screen, select the macro called 'Del Monte Zebra Advanced Exchange Details'.

7. Enter your name in the Requestor field.

8. Enter the RMA Requestor in the CC's field.

9. Enter the REX RMA Number in the subject line.

10. In the bottom right, click Submit as Pending. 

11. Complete daily check for assets with ‘Replacement Pending’ in Zebra RMA portal.

    1. If replacement shipped, create the replacement device as a new asset in REX.

    2. Navigate to the broken asset and update the status to 'Device Replaced'. Enter the replacement serial number in the Notes field.

    3. Update RMA with device replacement serial number.

    4. If the replacement has been delivered, change RMA status to ‘Fulfilled Awaiting RMA Return’.

12. Complete daily check for assets with ‘Fulfilled Awaiting RMA Return’ in Zebra RMA portal.

13. Once the faulty device is returned set Asset Record to ‘Device Replaced’.

14. Once the faulty device is returned update RMA Repair Result to ‘Replacement Device Provided’.

15. Change RMA Status to ‘Closed’.

16. In Zendesk, select Submit as Solved to close the ticket.