Disney DPI RMA Fulfillment Process

Disney DPI RMA Fulfillment Process

Zendesk RMA Prep

1. Log into Zendesk.

2. Select "REX Tickets" under the "Views" tab.

3. Find the tickets that're tied to Disney from the "REX Tickets" results page.

   1. • • These tickets are organized in multiple pages and grouped by the "Support Category". You might need to cycle through these pages to find the Disney tickets. These tickets will be grouped under the "Support Category" label "Disney DPI REX RMA Request". 

        • The results can also be filtered to only see "Disney DPI REX RMA Request" tickets by doing the following:

          • • Select the blue "Filter" button on the top of the "REX Tickets" results page

            • Select the drop-down box labeled "Support Category" and select "Disney DPI REX RMA Request"

The results should now show only tickets that have the "Support Category" label "Disney DPI REX RMA Request" 

4. Select an RMA to fulfill. *** Start with the oldest ticket first ***

Keep the Zendesk webpage open and create a new tab for the Disney DPI - 2025 Portal.

5. Log into Disney DPI - 2025 portal.

6. While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

7. Use the magnifying glass on the top right hand corner to search the RMA number that is being fulfilled.

8. Search the RMA that you selected in Zendesk (another UI will appear to the right side of the screen). 

9. Check the "Serial Number Verified" toggle

   1. • • If the "Serial Number Verified" toggle is showing "true", continue to step 10.

        • If the "Serial Number Verified" toggle is showing "false", stop and reach out to your manager.

10. Change the Repair Status (located in the "Repair" tab) to "Pending Receipt"

11. Select the green "Save" button when complete.

12. Open another Disney DPI - 2025 REX tab and select the "Assets" option.

    1. • • Use the magnifying glass on the top right hand corner to search for the defective serial number tied to the RMA.

         • Select the searched asset (another UI will appear to the right side of the screen).

         • Change the asset's status on the "Assets" REX page to the following:

           • • Status = "NOT RETURNED" *** Only do this step if the defective device has the status "AT FACILITY". If this does not apply, leave the status as is and skip to step 14. ***

13. Select the green "Save" button when complete.

14. Once identified, confirm the amount of available model TC53E devices located in REX storage. The rack is labeled "Disney" and the TC53E devices are in bins labeled "Disney DPI - Spare Pool".

    1. • • If there're devices available, continue to step 15.

         • If there're no devices available, skip to the "No Inventory - Zendesk/REX Escalation" section.

15. Grab the model needed from the "Disney DPI - Spare Pool" and stage the device using the appropriate SOP. 

• SOP for TC53e device:

  • • TC53e SOP

Proceed to the "REX RMA Update" section.

REX RMA Update

1. Go back to the RMA in the Disney DPI - 2025 REX portal. If the RMA is not selected, follow the below steps to get you back to the RMA that you're trying to fulfill.

   1. • • While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

        • Use the magnifying glass on the top right hand corner to search the RMA number that is being fulfilled.

        • Select the searched RMA (another UI will appear to the right side of the screen). 

2. Using the new UI, scroll down until the blank "Replacement Serial Number" field is visible. 

3. Scan/Type the serial number of the device that was staged into the blank "Replacement Serial Number" field.

4. Select the green "Save" button when complete.

Leave this webpage open and proceed to the "Disney DPI Excel Sheet" section.

Disney DPI Excel Sheet

1. Open the Disney DPI Excel Sheet

2. Click on Custom Menu.

3. Select Create Package Instructions

4. Enter in the RMA # in the "Enter the RMA #" box

   • • • Another UI will appear after a few seconds with a "Ship-to" shipping label hyperlink, package instruction link and a "Return" shipping label hyperlink.

5. Open all hyperlinks and print them using the REX printers

Proceed to the "Revisiting Zendesk & REX RMA" section.

Revisiting Zendesk & REX RMA

1. 1. Go back to the Zendesk and select the ticket that you're fulfilling.

   2. Select the "Apply Macro" option on the bottom left hand corner of the page.

   3. Type "Disney DPI - RMA Fulfilled" and select the option. *** Once selected, Zendesk will create a public message with the values below that will need to be filled in with the information that was generated using World Ship ***

      • • The values to fill in for the replacement:

          • • Replacement Serial #

            • Replacement Asset ID

            • UPS Tracking #

        • The values to fill in for the return:

          • • UPS Tracking #

            • Defective Serial #

            • Defective Asset ID

   4. Once these values are filled in, go back to the RMA in the Disney DPI - 2025 REX portal.

   5. Scroll down until you see the "Email" field.

   6. Copy the email address. 

   7. Go back to Zendesk.

   8. Select the "Noreply" option (Under the "Requester" field).

   9. Paste the email address that was copied from the Disney DPI - 2025 REX portal. 

      • • Zendesk will generate the entry, allowing for the email option to be selected.

   10. Once the email address has been selected, check the following:

       • • • • Was the "Replacement Serial #" filled in with the proper serial number?

             • Was the "Replacement Asset ID"  filled in with the proper Asset ID?

             • Was the "UPS Tracking #" filled in accurately?

             • Was the proper email address selected? 

   11. Once confirmed, go back to the Disney DPI - 2025 REX portal.

   12. Select the REX RMA entry that you're fulfilling

       • • Insert the information needed in the following fields:

           • • Replacement Serial Number = "The staged device's serial number that you inserted and saved previously"

             • Tracking Number to Facility = "The ship-to tracking number"

             • Tracking Number from Facility = "The return tracking number"

   13. Once inserted, change the RMA "Status" to "Replacement Shipped"

   14. Select the green "Save" button when complete.

   15. Return to Zendesk and do a final check and match the tracking and replacement serial information from Zendesk with the Disney DPI - 2025 REX portal entry. 

   16. Once confirmed, select the "V" option on the bottom right hand corner in the Zendesk ticket.

       • • This should bring up a few additional options.

         • Select "Solved". *** This will close the Zendesk ticket ***

Proceed to the "REX Asset Update" section.

REX Asset Update

Before Beginning: First, find the RMA that you're fulfilling in REX and check the Location field. This is located at the top of the RMA. This will confirm where the RMA is being fulfilled to. Once you've confirmed the location, use this information to determine the appropriate statuses change when following the steps below.

1. Select the "Assets" option in the Disney DPI - 2025 REX portal.

2. Use the magnifying glass on the top right hand corner to search for the asset (paste the serial number that was staged).

3. Select the searched asset (another UI will appear to the right side of the screen).

4. Check/Edit the following fields:

   1. • Location ID = Select "DPI-WDW" or "DPI-DLR" using the "v" option *** Use the same "Location" that was identified in the RMA. ***

      • Status = Select "AT FACILITY"

5. Select the green "Save" button when complete.

Proceed to the "Shipping the Device" section. 

Shipping the Device

1. Grab a medium bubble wrap bag and place the TC53E device inside. 

*** Be sure to leave the SD card from staging inside the device and make sure the SD card is wiped ***

2. DO NOT SHIP A BATTERY. 

3. Place the return shipping label inside the box you intend to ship out; underneath the bagged TC53E device.

4. Add additional packing material if needed and seal the package.

5. Place the "Ship-to" label on the sealed package.

6. Place the sealed package on the UPS pickup rack for pickup.

The Disney DPI - RMA Fulfillment Process is Complete

No Inventory - Zendesk/REX Escalation 

After confirming no inventory is available from the bins labeled "Disney DPI - Spare Pool" in REX storage to fulfill the selected RMA, follow these steps to make the appropriate changes in the Zendesk ticket tied to the RMA and in Disney DPI - 2025 REX portal RMA/Asset pages.

1. Go to the Zendesk ticket that was selected to fulfill. *** Established in the "Zendesk RMA Prep" section ***

2. Select the "Apply Macro" option on the bottom left hand corner of the page.

3. Type "DPI - TC53E Shortage" and select the option. *** Once selected, Zendesk will create an internal message ***

4. Submit the Zendesk ticket as "On-Hold".

5. Go back to the RMA in the Disney DPI - 2025 REX portal. If the RMA is not selected, follow the below steps to get you back to the RMA that you're trying to change.

   1. • While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

      • Use the magnifying glass on the top right hand corner to search the RMA number that is being fulfilled.

      • Select the searched RMA (another UI will appear to the right side of the screen). 

6. Change the RMA Status from "NEW" to "Pending Replacement Availability"

7. Select the green "Save" button when complete.

8. Go to the "Assets" side of the Disney DPI - 2025 REX portal. 

   1. • Search for the defective serial number that is tied to the RMA.

9. Select the green "Save" button when complete.

The Disney DPI - RMA Fulfillment Process is Complete