Office Depot  - Retail & Supply Chain - REX Admin Process

Reviewing new REX tickets daily is an imperative function of the Signature Services team in order to meet customer SLAs.  This ensures that RMA labels are issued to customers.  This process should be repeated each morning. 

New RMA Approval

1. Open the Office Depot REX instance. Select the RMA section.

2. Open ZenDesk.  Select the All REX Tickets view.

3. Using the Search field in the upper right section of REX, search 'NEW'.  This will populate any tickets with NEW in their description or other ticket fields, so it is also necessary to sort by REX Status.  To do so, click the 'REX Status' header.

4. Scroll to the portion of RMAs with a NEW status.

5. Select the first RMA.

6. Verify the following information:

   1. The Device Business Unit and Location Business Unit match. This ensures that the RMA will be handled correctly and that he right business unit device will be pulled for RMA fulfillment.

   2. The Serial Number Verified toggle is set to True.  This ensures that the serial number is valid.  A verified serial number will also result in the Model and Device Business Unit fields being filled.

   3. The Duplicate toggle is set to False.

   4. The Email field includes a valid email address.  If the email includes NoReply, this is an invalid email.

   5. The device is not a cradle.  If the device is a cradle, navigate to the 'New RMA Issue Resolutions' section below.

   6. If all items are valid, continue to the next steps.  If any are invalid, navigate to the 'New RMA Issue Resolutions' section below.

7. Review the Problem Description.  Typically this will indicate a physical issue.  If physical damage is not specified, the issue should fall within one of the following categories:

   1. Lost Device

      1. Update the Status field to 'LOST - REPLACEMENT NEEDED'.

      2. Under the Repair tab, change the Resolution Category field to 'RMA LOST'.

      3. Copy the lost serial number.

      4. Click 'Save'.

      5. Navigate to the Assets section.  

      6. Paste the copied serial number in the search field and select the appropriate asset.

      7. Update the Status field to 'LOST', choosing the appropriate Business Unit designator.  

      8. Click 'Save'.

      9. Proceed to Step 11.

   2. Application Problem - Seek advisement from management if unsure if the issue is application related.

      1. Airwatch issues should be raised to the AirwatchAdministrators@officedepot.com group.  The RMA status should be updated to HOLD until a resolution is reached. Click 'Save'. Proceed to step 11.

      2. SOTI issues should be raised to the SE team to evaluate if the device should be replaced or if the issue can be resolved remotely.  The RMA status should be updated to HOLD until a resolution is reached. Click 'Save'. Proceed to step 11.

8. Change the Status field to 'RMA Approved'.

9. Copy the RMA number.

10. Click 'Save'.

11. Navigate to Zendesk.  

12. Paste the RMA number and press enter.

13. If any notes are needed, ensure that the notes section is set to Internal Note.  A Public Reply will email the customer.  Once verified, make necessary notes.

14. In the bottom right of the field, click the down arrow. If the RMA is on hold for any reason, select Submit as On Hold.  Otherwise, select Submit as Pending.

15. Repeat the above steps until all NEW RMAs are addressed.

16. Refresh the REX page to ensure all RMAs are updated correctly.

17. Search the RMA section for RMA Approved.

    1. If no RMAs appear, proceed to the next step.

    2. If RMAs do appear, this means a return label could not be created.  Typically, this is due toe the location being international.

    3. Copy the location number and navigate to the Location section on the left side.

    4. Paste the location number.  If it is in Puerto Rico, the Virgin Islands, or another international location, return to the RMA and update the status to 'International Return Label Needed'. Click 'Save'.

    5. If the location is not international, seek management guidance.

18. Once all RMAs have been addressed in REX, return to Zendesk.

19. Select the All REX Tickets view.

20. Scroll to the 'Office Depot REX RMA Request' section.  Note that this may not be on the first page.

21. If any RMAs are in the NEW or OPEN status at the top of the Office Depot section, these should be reviewed using the above steps.  If none appear, proceed to the next step.

22. Navigate to the end of the 'Office Depot REX RMA Request' section to review the oldest tickets.

23. If the 'Requested' date on these tickets is more than 15 business days old, open the ticket.

24. Copy the RMA number and use the RMA Search function in REX to locate the ticket.

25. If the RMA status is 'CLOSED', open the RMA and locate the Tracking Number From Facility field.

26. Copy the UPS tracking number and search that number at UPS.com.

27. If the status shows 'Label Created', then the device was not returned within the allotted 15 business days.

28. In the Repair Tab in REX, update the Resolution Category to 'RMA NOT RETURNED'.  Click Save.

29. In Zendesk, add an internal note stating 'RMA not returned in 15 days - ticket closed.'

30. Click 'Submit as Solved'.

31. Repeat steps 22 through 30 until the next RMA reflects a status different from 'Closed'.

32. Daily Office Depot REX admin is now complete.

New RMA Issue Resolutions

Business Units Do Not Match

1. If business units do not match, this likely means that a device from the wrong business unit was shipped to the wrong type of site.  To review, search the RMA serial number in both the RMAs and Assets tabs. 

2. Backtrack this device's movements.  Was an RMA for the wrong business unit used to fulfill the wrong RMA in the past?  Was the business unit field updated in error?

3. Once you are able to verify what business unit's device should be used to fulfill the RMA, make an Internal Note in the Zendesk ticket prior to selecting Submit as Pending.  Approve the RMA as normal.

4. If you are not able to verify, seek management guidance.

Serial Number Invalid

1. If the Serial Number Verified is set to false, this means the serial number is not a valid asset in REX.  There are a number of ways to research prior to reaching out to the customer.

2. Review the problem description to ensure a corrected version is not included in that field.  

   • If it is, update the Serial Number field and click Save.  Proceed to approve the RMA as normal.

   • If not, proceed to the next step.

3. Navigate to the Zebra Product Warranty Check. Enter the serial number.  

   • If this is a valid asset, seek management guidance.  This may need to be added to REX.   

   • If this is an invalid asset, proceed to the next step.

4. Note the Location number.  Navigate to the Assets tab. 

   • Search the full 6 digit asset number.  This will populate only the devices assigned to this site.

   • Compare the provided serial number to those assigned to the site.  Is a digit duplicated?  Often the numbers 5 and 6 are difficult to differentiate when reading the number on the back of the device.  Have there been swapped numbers?  If a serial number listed is VERY close and you are confident that the correct serial has been identified, update the Serial Number field on the RMA and click Save.  Proceed to approve the RMA as normal.

5. If none of that research provides clarity, locate the RMA ticket in Zendesk.

   • Add the site contact email address in the CC field.

   • Select the "REX - Serial Number Validation" macro.

   • Click Submit as On Hold.

   • Update the REX RMA status to Hold. Click Save.

Duplicate Toggle is True

1. If the Duplicate toggle is set to True, then another RMA is open for this serial number.  copy the Serial Number and enter it in the search field.

2. Review the RMA history. If a past RMA is still open but should be closed, make the appropriate updates.  Return to the new RMA and approve as normal.

3. If another RMA is open but is genuinely a duplicate, update the Resolution Category to Duplicate and change the RMA Status to Closed. Click Save.

4. Navigate to the Zendesk ticket and enter an internal note that states 'Duplicate of RMA# #####, Closing ticket.'  Be certain that the RMA# is completed in this note.  Click Submit as Solved.

Email Address is Invalid

1. If the email address in the ticket is invalid (includes No Reply, for example), review the Problem Description for an alternative address.  If one is provided, update the Email field and proceed to approve the RMA as normal.

2. If a valid email address is not listed, a site specific email address exists.  The format is ODS#####@officedepot.com, where the ##### is the (5) digit location number.  Note that most location numbers are (6) digits, so the leading zero may need to be removed. Update the Email field and proceed to approve the RMA as normal.

Cradle RMA

1. If an RMA is submitted for a cradle, these typically can be replaced but the broken unit should not be returned to Strategic Systems. Therefore, the RMA should not be approved.  Instead, update the Status to In Transit to add it to the RMA fulfillment list.  Update the Resolution Category to Cradle Replaced. Click Save.

2. Locate the asset in REX.  Update the status to Cradle Disposed.  Click Save.

3.   Navigate to the RMA in Zendesk.  Enter an Internal Note that states this is a Cradle Shipment Only.  Click Submit as Pending.