OD - Supply Chain - 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. 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:

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

      • Is the model for this RMA a TC51, TC52, TC52X, TC58, TC53E, RS507, ET50, ET40 or a RS5100? - Can be found under the "Model" column.

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

4. Stage the device using the appropriate Supply Chain SOP.

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:

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

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

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:

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

        2. Was the "UPS Tracking #" filled in accurately?

        3. 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: 

         1. Status - Replacement Shipped 

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

         3. 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 - Supply Chain *** If the "Business Unit" field is "Supply Chain", the Status will be "At Facility - Supply Chain". If the status is anything other than "At Facility - Supply Chain", stop here and bring this to the managers 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:

• 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 and package instructions inside the box.

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

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

The Supply Chain - RMA Fulfillment process is complete.