OD - Retail - RMA Fulfillment

The REX Log

REX Admin sets up the book of work for the day for both Supply Chain and Retail RMAs. Once REX admin is complete, the book of work is then displayed in a google sheet named "The REX Log". It's recommended to leave this google sheet open throughout the fulfillment process. It can assist as a reference. 

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. Select the appropriate MACRO that applies to the fulfillment.

   • • Type and Select the "Office Depot - RMA Fulfilled" option if you're fulfilling a handheld device or ring scanner. 

     • Type and Select the "Office Depot - RMA Fulfilled w/ Cradle" option if you're fulfilling a cradle 

*** Once selected, Zendesk will create a public message with values that will need to be filled in later ***

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

Before staging a device, double check the model that is needed for fulfillment. 

If the model is a CRD-TC51, a cradle will be needed for fulfillment and the section "Staging the Device - Cradles" section should be referenced.

If the model is a TC510K or a TC530E, a TC51 or TC53E will be needed for fulfillment and the section "Staging the Device - TC51" or "Staging the Device - TC53E" section should be referenced.

Staging the Device - TC51

1. Go back to the REX log.

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

   1. • Is this RMA for retail? - Can be found under the "Business Unit" column.

      • Is the model for this RMA a TC51? - Can be found under the "Model" column.

3. Once confirmed, grab the following:

   1. • Retail TC51

      • Retail TC51 Boot & Strap

      • Retail Battery 

4. Stage the TC51 using the Retail TC51 Staging SOP.

Proceed to the "REX RMA Update" section.

Staging the Device - TC53E

1. Go back to the REX log.

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

   1. • Is this RMA for retail? - Can be found under the "Business Unit" column.

      • Is the model for this RMA a TC53E? - Can be found under the "Model" column.

3. Once confirmed, grab the following:

   1. • Retail TC53E

      • Retail TC53E Boot & Strap

      • Retail Battery 

4. Stage the TC53E using the Retail TC53E Staging SOP.

Proceed to the "REX RMA Update" section.

Staging the Device - Cradles

1. Grab a retail cradle from the cart labeled "Retail Cradles" in the REX storage room.

   1. • The cradle is already in a box with a scannable serial number label on the front.

2. Check to confirm the following items are in the box:

   1. • The cradle

      • The power brick 

      • The power cable

      • The power adapter

3. Assemble the cradle and test it to make sure it is functional. Check the following:

   1. • The cradle powers on

      • All slots can charge a device

      • The battery slots can charge batteries

4. Disassemble the cradle and stuff the box with packing material 

Proceed to the "REX RMA Update" section.

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. Select the green "Save" button when complete.

Leave this webpage open and proceed to the "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 Shipping Label/Package Instructions

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

   1. • Another UI will appear after a few seconds with a shipping label hyperlink and package instruction link.

      • This UI will also have the tracking number of the shipping label visible. Capture this information and hold onto it.

5. Open the Shipping Label & Package Instructions sheet links.

6. Print the Shipping Label.

7. Print the Package Instructions.

Revisiting Zendesk & REX RMA:

1. Start by going back to Zendesk. 

   1. • These values should still be visible and should now be filled in:

        • Replacement ESN (MEID) DEC# - The serial number of the device that was staged for this fulfilment

        • UPS Tracking # - The tracking number that was captured when generating the Shipping Label and the Package Instructions.

        • If you're fulfilling a retail cradle, 

2. Once these values are filled in, go back to Office Depot's REX instance.

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

4. Copy the email address. *** It's recommended to also scroll down to the "Problem Description" field. This section is where the customer can provide a variety of information from the problem with the device which kicked off this fulfilment process all the way to how to contact the customer directly. Read to see if the customer provided a preferred email address. If so, copy that email instead of the one that was previously copied. If not, continue to the next steps. ***

5. Go back to Zendesk.

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

7. Paste the email address that was copied from Office Depot's REX instance. 

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

8. Once the email address has been selected, the Zendesk ticket is ready to be "Solved"

   1. • 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? 

9. Once confirmed, go back to Office Depot's REX instance.

10. From here copy the RMA number.

11. Refresh the whole REX website.

12. Search and select the RMA that was just copied.

    1. • Check for the following: 

         • Status - Replacement Shipped 

         • Tracking Number to Facility - Tracking Number from Office Depot- Tech Support Google Sheet

         • Replacement Serial Number - The staged device's serial number

13. Once confirmed, do a final check and match the tracking and replacement serial information from Zendesk with Office Depot's REX instance. 

14. Once confirmed, go back to Zendesk and select the "V" option on the bottom right hand corner.

    1. • This should bring up a few additional options.

15. Select "Solved".

    1. • This will close the RMA. 

Go back to Office Depot's REX instance and 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 that was staged).

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

4. Check the following fields:

   • • Location ID = The facility that the staged device is now going to go to. (Usually formatted like 00XXXX. It's recommended to use the REX log to double check that the facility's location matches the current visible location of the asset). If it doesn't match, insert the correct facility number based on what the REX log provides.  

     • Status = At Facility - Retail *** If the "Business Unit" field is "Retail", the Status will be "At Facility - Retail". If the status is anything other than "At Facility - Retail", stop here and bring this to your manager's attention.

5. If any changes were made, select the green "Save" button when complete. Otherwise, proceed to the "Shipping the Device" section.

Shipping the Device

If shipping a TC51/TC53E:

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

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

• Place the shipping label and Ion battery label outside the box.

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

If shipping a Cradle:

• Place package instructions and Cradle RMA Information Sheet inside the box.

• Pack the premade box w/ packaging material

• Place the shipping label and Ion battery label outside the box.

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

The Retail - RMA Fulfillment process is complete.