Sonny's - RMA Fulfillment

What to Expect

The fulfillment process for Sonny's Direct is managed using Zendesk and REX. Your primary task is to identify and process RMA requests that have an "Open" status in Zendesk. After confirming the correct device and preparing it with the appropriate staging document, you will update and close the Zendesk ticket with fulfillment data. This Zendesk ticket entry serves as both a customer receipt and a shipping notification. To complete the process, you must also record information in the corresponding REX ticket and its associated asset entry to officially close out the request.

Sonny's Direct 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 Sonny's Direct from the "REX Tickets" results page.

   • • 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 "Sonny's Direct - RMA Request". 

     • The results can also be filtered to only see "Sonny's Direct - 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 "Sonny's Direct - RMA Request"

           • • The results should now show only tickets that have the "Support Category" label "Sonny's Direct - RMA Request" 

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

Keep the Zendesk webpage open and create a new webpage tab for the Sonny's Direct REX Portal.

Proceed to the "REX RMA Prep" section.

REX RMA Prep

1. Using the new webpage tab, log into Sonny's Direct REX portal.

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

5. Check the "Serial Number Verified" toggle

   1. • If the "Serial Number Verified" toggle is showing "true", continue to step 6.

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

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

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

8. Open another webpage instance of the Sonny's Direct 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:

        1. • Status = "NOT RETURNED"

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

Proceed to the "Device Staging" section.

Device Staging

1. Grab the model needed from the Sonny's Direct bin for the RMA. 

5. • • Stage the device using the appropriate SOP. 

Proceed to the "REX RMA Update" section.

REX RMA Update

1. Go back to the RMA in the Sonny's Direct 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 "Sonny's Direct Google Sheet" section.

Sonny's Direct Google Sheet

1. Open the Sonny's Direct Google Sheet

2. Click on Custom Menu.

3. Select Create Shipping Label/RMA Form

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 and package instruction w/ a "Return" shipping label hyperlink.

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

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

Revisiting Zendesk & REX RMA

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

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

3. Type "Sonny's Direct - 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 from the "Sonny's Direct" Google sheet ***

   1. • The values to fill in for the MACRO:

        1. • Replacement Serial #

           • FedEx Tracking #

           • Damaged Unit Return Tracking # 

           • Defective Serial #

4. Once these values are filled in, go back to the RMA in the Sonny's Direct 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 Sonny's Direct REX portal. 

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

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

    1. • 1. • 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 Sonny's Direct REX portal.

12. Refresh the Sonny's Direct REX portal and select the REX RMA entry that you're fulfilling.

    1. • The entry should now show more fields filled in. Confirm the entry of the follow fields:

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

            • Tracking Number to Facility = "The ship-to tracking number generated from the Sonny's Direct Google sheet

            • Tracking Number from Facility = "The return tracking number generated from the Sonny's Direct Google sheet

13. Once confirmed, change the REX RMA "Status" to "Fulfilled/ Awaiting RMA Return"

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 Sonny's Direct REX portal entry. 

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

    1. • 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

1. Before leaving the Sonny's Direct REX RMA portal, note down the location of the fulfilled RMA entry. 

   1. • This value is located in a field named "Location" near the top of the RMA.

2. Navigate to the Sonny's Direct REX "Assets" option in the Sonny's Direct REX portal.

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

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

5. Check/Edit the following fields:

   1. • Location ID = Select the location that was noted down in step 1.

      • Status = Select "AT FACILITY"

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

Proceed to the "Shipping the Device" section. 

Shipping the Device

1. Grab a box

2. Bubble wrap the device and battery.

3. Place the package instructions and return shipping label inside the box with the staged device.

4. Add additional packing material inside the box to help w/ reducing the chance of damaging the device during transportation.

5. Place the "Ship-to" label that was generated from the "Sonny's Direct" Google sheet on the sealed package.

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

Proceed to the "Scheduling a FedEx Pickup" section

Scheduling a FedEx Pickup

1. Using a browser, connect to FedEx.com and log in. 

• User Name: sstid1

• Password: 30024Strategic@!

2. Hover over Shipping, and select "Schedule and Manage Pickups."

3. Select 'Schedule a Pickup'.

4. The default information should be the Strategic Systems address, but the Contact Name  and Phone Number should be completed.  Enter your name, and the company phone number (678-389-7200).

5. Under Package Information, select FedEx Express Pickup.

6. Enter the number of packages and estimated weight of the total.

7. Select today as the Pickup Date.

8. Ensure that the Ready Time is correct, and update the Latest Time Available to 5PM.

9. Click "Schedule Pickup."

The Sonny's Direct - RMA Fulfillment Process is Complete