OD - International - RMA Fulfillment

The REX Log

REX Admin sets up the book of work for the day for both Supply Chain and Retail RMAs. International RMAs can be either Supply Chain or Retail and will need to be fulfilled in 2 parts. Once REX admin is complete, the book of work is then displayed in a google sheet named "The REX Log". International RMAs will show the status as "INTERNATIONAL LABEL NEEDED". It's recommended to leave this google sheet open throughout both parts of the fulfillment process but know that Part 2 of the fulfillment cannot be complete within the same day as Part 1.

If the International RMA's status in REX is "In Transit", skip Part 1. 

Part 1:

Zendesk RMA Prep

1. Log into Zendesk.

2. Using the REX log, copy the RMA number that will be fulfilled. *** Keep this google sheet open. This page will be revisited ***

3. Paste/type the RMA number in Zendesk's search bar located on the top right hand corner of the page.

4. Select the RMA from search results.

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

6. Type "Office Depot - International Shipping" and select the option. *** Once selected, Zendesk will create a public message ***

   • • Fill in the following:

       • Hello xxxx - The name of the customer (located in the body of the ticket message)

       • Office Depot RMA: xxxxx - The RMA number (located in the body of the ticket message) 

       • Serial # to Return: - xxxxxx - The serial number of the defective device (located in the body of the ticket message) 

       • Ticket Opened Date: The date that the RMA was received in Zendesk (located in the body of the ticket message on the upper right hand corner)

       • Shipping Label Valid Until: 21 days after today's date (15 business days).

Leave this webpage open and proceed to the "Creating the Return International Shipping Label" section.

Creating the Return International Shipping Label

1. Get the shipping information from the Office Depot REX environment

   1. • Log into Office Depot's REX instance.

      • 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). 

        • Copy the following fields from the RMA and paste them into a google chat w/ "SST Reception"

          • • RMA # - The RMA that is being fulfilled

            • Email - Located in the RMA that is being fulfilled

      • Copy the site number (located in the "Location" field in the RMA tab)

      • Select the "Locations" option (located to the left of the REX webpage)

      • Using the magnifying glass on the upper right hand corner, paste the site number that copied earlier

      • There should only be one entry per site (If this is not the case, reach out to your manager). Select the entry

        • Copy the following fields from the location entry and paste them into a google chat w/ "SST Reception"

          • • Location ID

            • Address Line 1

            • Address Line 2 - If there is any additional info

            • City

            • Zip

            • State

            • Contact

            • Notes - This should contain the name of the manager on site. However, if the requester (the person who submitted the RMA) is different than the name of the manager, omit the managers name and insert the requester's name instead along with the phone number that is tied to the requester (if it was provided). 

2. Log into the customer service laptop.

3. Open the "Google Chat" app if it isn't already open.

   1. • You should see your sent message in the "Direct messages" area. Select it

4. Open "UPS World Ship" if it isn't already open.

5. Select "Create a Return" (located on the top lefthand corner)

6. Under the "Pickup From" tab, insert the customer site's shipping information that you sent to the "SST Reception" chat.

   1. • Before manually inserting this information, in the "Company or Name" field, try typing "office depot - #xxxxxxx" (xxx - represents the full site number). There may already be an entry that you can select that will auto populate.

      • If there is no entry, continue to insert the customer site's shipping information that you sent to the "SST Reception" chat. Include the following in addition to what was copied from REX:

        • • Company or Name = "office depot - #xxxxxxx" (xxxxxxx - represents the full site number)

7. Edit the following fields in the "Options" tab:

   1. • Shipping Options = Return Services

      • Shipping Return Services = UPS Print Return Label

      • Merchandise Desc. for Package = Mobile Computer 

8. Edit the following fields in the "Service" tab:

   1. • UPS Service = Express Saver or 2nd Day Air (whichever is available)

      • General Desc. of Goods = Mobile Computer (if field is listed)

      • Bill Transportation To = Third Party

        • • New UI will appear. Type "Office Depot REX" in the "Company or Name" field. This will auto populate the rest of the information needed. 

          • Select OK when complete

      • Weight = 1lb

      • Declared Value = 700

      • Invoice Number = RMA Number 

9. Edit the following fields in the "Customs Documentation" tab:

   1. • Select "Create an Invoice"

      • Currency = US dollar

      • Description of Good = Mobile Computer (select the option that has the part number that is being fulfilled)

10. Edit the following fields in the "International Compliance" tab:

    1. • Delete the "-" from the "65-0963257" ID Number located in the section called "Compliance IDs"

       • The new value should now be "650963257"

11. Select "Process Shipment"

A shipping label should print from the label printer and the invoice shipping document should print from the printer. Take these documents to a scanner and scan them as a pdf file onto a flash drive or email the copy to your business email address. You'll need both digital files to continue to the next section.

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

Revisiting Zendesk & REX RMA

1. Go back to the RMA number that will be fulfilled in Zendesk. *** The "Office Depot - International Shipping"  macro should still be applied to the Zendesk ticket ***

2. Download and attach the "Lithium Battery Sheet.pdf" file to the Zendesk ticket. The file is located at the top of this guide or from this GDrive address: Strategic\Technical Services\Customer Files\Office Depot\Lithium Ion Battery Sheet

3. Attach the international shipping label and the invoice you created earlier to the Zendesk ticket.

4. Copy the RMA number (located in the body of the Zendesk ticket)

5. Select the "V" button on the bottom right hand corner.

6. Select "Pending". *** This will send all the info, including the return shipping label, to the customer *** 

7. Open Office Depot's REX instance.

8. 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.  

9. Use the magnifying glass on the top right hand corner and paste the RMA number from earlier

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

11. Using the new UI, change the status "INTERNATIONAL LABEL NEEDED" to "Shipping Initiated" in the "Status" field.

12. Scan/Type the tracking information from the international return label created earlier into the "Tracking Number from Facility" field.

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

This ends Part 1 of the fulfillment. From here, the customer has been sent the return label for their defective device. They have 21 days from today to send the defective device back to Strategic. If they send the device on or before 21 days, the RMA in REX will have it's status changed from "Shipping Initiated" to "In transit" automatically. This will jumpstart Part 2 of the fulfilment process. If they don't, the RMA will need to be manually closed in REX and in Zendesk. An email notification is already linked to your business email address. Once the 21 days have passed, you will be notified and given instructions on how to take those actions.  

Part 2

Zendesk Prep

1. Log into Zendesk.

2. Using the REX log, copy the RMA number that will be fulfilled. *** Keep this google sheet open. This page will be revisited ***

3. Paste/type the RMA number in Zendesk's search bar located on the top right hand corner of the page.

4. Select the RMA from search results.

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

6. Type "Office Depot - RMA Fulfilled" and select the option. *** Once selected, Zendesk will create a public message with values that will need to be filled in later ***

   • • The values are:

       • Replacement ESN (MEID) DEC# - The replacement device for the RMA

       • UPS Tracking # - The tracking information for shipping the replacement device

Leave this webpage open and proceed to the "Staging the Device" section.

Staging the Device

1. Go back to the REX log.

2. Identify the RMA that was copied earlier and confirm the following:

   • • Is this RMA for Supply Chain or Retail? - Can be found under the "Business Unit" column.

       • If the RMA is Supply Chain, the model for this RMA will a TC51, TC52, TC52X, TC58, TC53E, RS507, ET50 or a RS5100 - Can be found under the "Model" column.

       • If the RMA is Retail, the model for this RMA will a TC51or a TC53E - Can be found under the "Model" column.

3. Once confirmed, grab the model needed from the proper spare pool for the RMA.

4. Use this page to stage all models related to Supply Chain - Stage the device.

5. Use this page to stage all models related to Retail - Stage the device.

6. Once the device is staged, proceed to the "Creating the International Shipping Label" section.

Creating the International Shipping Label

1. Get the shipping information from the Office Depot REX environment

   1. • Log into Office Depot's REX instance.

      • 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). 

        • Copy the following fields from the RMA and paste them into a google chat w/ "SST Reception"

          • • RMA # - The RMA that is being fulfilled

            • Email - Located in the RMA that is being fulfilled

      • Copy the site number (located in the "Location" field in the RMA tab)

      • Select the "Locations" option (located to the left of the REX webpage)

      • Using the magnifying glass on the upper right hand corner, paste the site number that copied earlier

      • There should only be one entry per site (If this is not the case, reach out to your manager). Select the entry

        • Copy the following fields from the location entry and paste them into a google chat w/ "SST Reception"

          • • Location ID

            • Address Line 1

            • Address Line 2 - If there is any additional info

            • City

            • Zip

            • State

            • Contact

            • Notes - This should contain the name of the manager on site. However, if the requester (the person who submitted the RMA) is different than the name of the manager, omit the managers name and insert the requester's name instead along with the phone number that is tied to the requester (if it was provided). 

2. Log into the customer service laptop.

3. Open the "Google Chat" app if it isn't already open.

   1. • You should see your sent message in the "Direct messages" area. Select it

4. Open "UPS World Ship" if it isn't already open.

5. Under the "Ship-to" tab, insert the customer site's shipping information that you sent to the "SST Reception" chat.

   1. • Before manually inserting this information, in the "Company or Name" field, try typing "office depot - #xxxxxxx" (xxxxxxx - represents the full site number). There may already be an entry that you can select that will auto populate.

      • If there is no entry, continue to insert the customer site's shipping information that you sent to the "SST Reception" chat. Include the following in addition to what was copied from REX:

        • • Company or Name = "office depot - #xxxxxxx" (xxxxxxx - represents the full site number)

6. Edit the following fields in the "Service" tab:

   1. • UPS Service = Worldwide Saver (Express) or "2nd Day Air" if the Worldwide Saver (Express) option is not available

      • General Desc. of Goods = Mobile Computer

      • Bill Transportation To = Third Party

        • • New UI will appear "..." . Type "Office Depot REX" in the "Company or Name" field. This will auto populate the rest of the information needed. 

          • Select OK when complete

      • Weight = 1lb

      • Declared Value = 700

      • Invoice Number = RMA Number 

7. Edit the following fields in the "Customs Documentation" tab:

   1. • Select "Create an Invoice"

      • Currency = US dollar

      • Description of Good = Mobile Computer (select the option that has the part number that is being fulfilled)

8. Edit the following fields in the "International Compliance" tab:

   1. • Delete the "-" from the "65-0963257" ID Number located in the section called "Compliance IDs"

      • The new value should now be "650963257"

9. Select "Process Shipment"

A shipping label should print from the label printer and the invoice shipping document should print from the printer. Sign all 3 pages of the invoice in the "Shipper" signature field and keep the pages with the device that is being used to fulfill the RMA.

REX RMA Update

1. Log into Office Depot's REX instance.

2. 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.  

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

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

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

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

7. Scan/Type the tracking information from the international label created earlier into the "Tracking Number to Facility" field.

8. Change the RMA status from "In Transit" to "Replacement Shipped".

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

Proceed to the "REX Asset Update" section.

REX Asset Update

1. Select the "Assets" option in the REX portal.

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

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

4. Check the following fields:

   1. 1. • Location ID = The site location the fulfilled device is going to. *** Get this from the RMA the device is being used to fulfill ***

• • Status = "AT FACILITY- RETAIL" or "AT FACILITY- SUPPLY CHAIN". *** If the "Business Unit" field is "Retail", the Status will be "AT FACILITY- RETAIL". If the "Business Unit" field is "Supply Chain", the Status will be "AT FACILITY- SUPPLY CHAIN" ***

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

Proceed to the "Tech Support Google Sheet" section.

The Tech Support Google Sheet

1. Open the Office Depot- Tech Support Google Sheet

2. Click on Custom Menu.

3. Select Create Package Instructions Only

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

   • • • Another UI will appear after a few seconds with a package instruction link.

5. Open the Package Instructions sheet links.

6. Print the Package Instructions.

Proceed to the "Revisiting Zendesk" section

Revisiting Zendesk

1. Go back to your Zendesk ticket that was prepped in the section "Zendesk Prep".

2. Check the following:

   • • • Was the "Replacement ESN (MEID) DEC#" filled in with the proper serial number?

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

       • Was the proper email address selected? 

3. The Zendesk ticket is ready to be "Solved"

4. Select "Solved".

   • • • This will close the Zendesk ticket. 

Proceed to the "Shipping the Device" section

Shipping the Device:

The RMAs business unit type will determine what all needs to be packaged in the shipping box.

• If the business unit type is Supply Chain:

  • Grab a small battery bubble wrap bag and place the battery inside. 

  • Grab a medium bubble wrap bag and place the device and the package instructions inside the box.

  • Place the international shipping label, invoice and the Ion battery label outside the box. 

  • Place the box on the UPS pickup rack for delivery.

• If the business unit type is Retail:

  • Grab a small battery bubble wrap bag and place the battery inside. 

  • Grab a medium bubble wrap bag and place the device, the package instructions and RMA information sheet inside the box.

  • Place the international shipping label, invoice and the Ion battery label outside the box. 

  • Place the box on the UPS pickup rack for delivery.

The International - RMA Fulfillment process is complete.