Del Monte Rex Process - Zebra Depot Repair

Opening A New Repair Order 

1. Navigate to the Zebra repair portal. (https://www.zebra.com/us/en/support-downloads/request-repair.html)

2. Select "Log In".

3. Select English (or preferred language). The page will redirect to another webpage that will require your log in credentials.

4. Fill in your credentials and sign in.

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

6. Select "New Repair Order" option

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

8. Based on the location from the RMA, enter the street address and search. Find and select the address the appropriate address.

   • It may be necessary to select the Location tab in REX to identify the full address for this site.

   • If the address does not appear when searching, it may be necessary to add the address.  This can be done by clicking the plus sign.

   • 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 ***

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

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

11. Select the "Last Name" field, type the contacts last name. Press enter. 

    • If the contact name does not appear when searching, it may need to be added by clicking the plus sign.

    • The contact email address should be entered as tech@sstid.com so that all communication comes to Strategic Systems rather than the en user.

12. 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.

13. Select the "Next" option.

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

    • • Serial Number - The device's serial number

      • Problem Category - Based on the customer's description, select the option that closely resembles what the full issue is. If no option is close, select "Other".

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

      • 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.

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

16. 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.

17. Repeat this process for all devices that need to be repaired.

18. Once complete, Select the "Next" option in the portal.

19. This will take you to the Review Cart option.  If the total is anything higher than $0, seek management guidance.

20. Accept the check boxes and click Submit.

21. After submitting the repair order, a shipping manifest should be emailed to tech@sstid.com. Hold onto this for now and continue through the steps.

• • Select the "Standard Shipping Label" button. You'll be taken to the zebra shipping page. 

22. Look for the "Shipping Label" section. There should be an entry in the box.

23. The amount of entries shown will be dependent what kind of devices were submitted. Enter the quantity to match the number on the RMA.  This is typically 1.

24.  Click 'Submit'.

25. Download the shipping label from the RMA portal and the shipping manifest from the RMA in the tech@sstid.com email.

26. In REX, under the repair tab, update the following tabs:

    • Manufacturer RMA

    • Change Repair status to 'In Repair'.

    • Change the RMa status to 'In Repair'.

    • Copy the RMA contact's email address.

    • Click 'Save'.

27. Open the Zendesk ticket.

28. Verify that the end user is in the 'CC's' field.  If it is not, paste the email address you just copied.  Be sure to click the users name in the popup, otherwise the user will not be included in the message.

29. Change the reply type from Internal Note to Public Reply.

30. In the bottom left corner, search for the macro 'Del Monte Zebra Repair Details'.

31. Update the following areas:

    • In the subject line, enter the Zebra RMA number at the end.

    • In the body, replace the ### after 'RMA #' with the assigned Zebra RMA number.

    • Click the paperclip to attach the Shipping Manifest and the prepaid shipping label, both provided by Zebra.

    • Click Submit as Pending.

32. Complete daily check for RMAs with an 'In Repair' REX status, in Zebra RMA portal.

33. Once the faulty device is repaired and returned to the user, set Asset Record to ‘At Facility’.

34. Based on the Repair Order details, update the Resolution Category in REX.

35. Change RMA Status to ‘Closed’.

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