What to Expect

The bin labeled "Sonny's Direct Need Repair" contains all devices that have been successfully evaluated and are now ready to be sent to the repair facility. You will begin in the Zebra portal by verifying each device's warranty and creating a repair order for all in-warranty items. The critical next step is the cart review, where you will separate any off-contract devices for special handling in the REX system. Finally, you will submit the standard repair order to generate the necessary shipping labels and prepare the physical shipment, ensuring all devices are correctly documented and tracked.

Proceed to the "REX RMA Lookup" section

REX RMA Lookup

1. Retrieve a device from the "Sonny's Direct Need Repair" bin.

2. Locate the serial number on the physical device itself (typically found on the back, sides, or under the battery).

3. Log in to the Sonny's Direct REX portal.

4. Navigate to the RMAs section and use the search icon (a magnifying glass) to search using the device's serial number.

5. The search may return multiple RMAs associated with that serial number. Carefully review the results and select the most recent RMA record, which is typically the one with the latest creation date.

   • • IMPORTANT: A single device may have multiple past RMAs. It is critical to choose the newest record to avoid errors. If you are uncertain, contact your manager before proceeding.

6. Select the "Repair" tab

   • • Leave this webpage open, you'll be coming back to this RMA at a later time.

Proceed to the "The Zebra Repair Warranty Site" section.

The Zebra Repair Warranty Site

1. Go to the Zebra Repair Warranty Site

2. Check the "Hardware Warranty End Date."

   • • If this date has not passed, the warranty is ACTIVE. You can stop here and proceed to the "Zero Touch Deregistration" section.

3. If the hardware warranty has expired, then check the "Comprehensive Coverage" end date.

   • • If this second date has not passed, the warranty is still ACTIVE. Proceed to the "Zero Touch Deregistration" section.

4. If both the hardware and comprehensive coverage dates have passed, the device is OFF-CONTRACT. You must follow the documentation procedure below.

Procedure for Off-Contract Devices

1. Update the RMA Ticket. Make the following changes in the ticket, then save:

   1. • RMA Tab: Set Status to Closed.

      • Repair Tab: Set Repair Status to No Repair Needed and Resolution Category to OFF CONTRACT.

2. Update the Asset Record. Make the following changes to the asset, then save:

   1. • Set the Location ID to SST.

      • Set the Status to OFF CONTRACT-NON-REPAIRABLE. 

Proceed to the "Zero Touch Deregistration" section

Zero Touch Deregistration 

1. Login to Zero Touch reseller portal

   1. • Email: zt.admin@sstid.com

      • Password: Mdm4Life@@

2. Select "Devices" option on the left and in the search bar scan or type the serial number. 

1. • • If the search results show the device, select the "Remove" option located to the right of the "Date Added" column. The device is now deregistered.

     • If the search results does not show the device, then the device is already deregistered. 

Proceed to the "Zebra Repair Portal" section

Zebra Repair Portal

1. Go to the Zebra repair portal 

2. Select "Log In

3. Select English (or preferred language). The page will redirect to another webpage that will require your log in credentials 

4. Fill in your credentials and sign in

Proceed to the "Opening A New Repair Order" section

Opening A New Repair Order 

Set the Return Contact

1. Navigate to the Create Repair Order tab in the top-left corner of the portal and select New Repair Order.

2. In the Return Shipping Address section, click the blue magnifying glass icon to open the address search window.

3. Find and select the address that exactly matches all the following values:

   1. • Company Name: Strategic Systems & Technology

      • Address: 3325 Paddocks Pkwy

      • Address 2: Ste 250

      • City: Suwanee

      • Postal Code: 30024

4. Once the correct entry is highlighted in blue, click the Select button. The return shipping address fields will now be auto-filled.

Set the Shipping Contact

1. In the Shipping Contact section, click the blue magnifying glass icon.

2. A new window will appear. In the upper-left corner of this new window, click the magnifying glass icon again to enable the search function.

3. In the First Name field, type Sonnys and press Enter.

4. From the results, select the contact with the following details:

   • • First Name: Sonnys

     • Last Name: Tech

     • Email: tech@sstid.com

     • Work Phone: 6783897200

5. Once the correct contact is highlighted, click the Select button to auto-fill the contact information.

6. After confirming both the address and contact have been populated correctly, click the Next button at the bottom of the page to continue.

   • • You should now be inside a new portal where you can begin adding the device information that needs to be repaired

Proceed to the "Submitting Device Information" section

Submitting Device Information 

Enter the Product Details

1. Serial Number: Enter the device's serial number.

2. Problem Description: Follow the appropriate path below based on the issue described on the device's sticky note.

   • • For Standard Problems (If the issue is listed):

       1. • Problem Category: Select the option that best matches the issue.

          • Problem Detail: Select the corresponding sub-category to narrow down the issue.

          • The Problem Description field is not required.

     • For Unlisted Problems (If the issue is NOT listed):

       1. • Problem Category: Select Others.

          • Problem Detail: Select Error received (see notes).

          • Problem Description: This field is now required. Type a clear and specific description of the problem.

Add the Product to the Order

1. Once the details for a device are fully entered, click the Add button.

   • • (Note: The portal may take a moment to process the submission. Please be patient.)

2. After processing, the device will appear in the Product Information section. Quickly review the entry to ensure it is correct.

Add More Products or Finalize

1. To add another device: Click the Add Product button (which looks like a + plus icon) and repeat the process.

2. To finish: Once all devices for the order have been added and verified, click the Next button to proceed.

Proceed to the "Finalizing The Repair Order" section 

Finalizing The Repair Order 

After adding all products, you will land on the Review Cart page. This is the final stage in the Zebra portal where you will confirm the order and determine the next steps for updating the REX system.

Review the Zebra Cart & Identify the Workflow

1. On the Review Cart page, carefully examine the devices submitted.

2. Locate the shopping cart summary area and find the field labeled "Billable".

3. Based on this value, follow one of the two workflows detailed below.

Workflow 1: Standard Order (No Billable Items)

Follow this workflow if the "Billable" value is $0.00.

1. Scroll to the bottom of the page and select the three checkboxes to agree to the terms.

2. Click the Submit button.

3. The Order Confirmation page will appear, displaying your new Repair Order Number. A button to generate a Standard Shipping Label will also be visible.

4. Leave this confirmation page open. You will need to come back here later. 

5. Proceed to the "Obtaining and Shipping The Repair Order" section.

Workflow 2: Off-Contract Order (Billable Items Found)

Follow this workflow if the "Billable" value is greater than $0.00.

Part 1: Adjust the Zebra Order

1. Identify each off-contract device in the cart. It will be marked with "Billable" in the "Job Type" field and will have a price in the "Net Price" field.

2. Select the checkbox next to each of these billable devices.

3. Click the "X" (Remove) button to delete them from the cart. Confirm by clicking Yes when prompted.

4. Crucially: After removing the billable items, you must still submit the remaining portion of the order (if any). Follow all the steps in Workflow 1 above for the rest of the cart.

Part 2: Update REX for Off-Contract Devices

Now, log into the Office Depot REX environment. You must perform the following steps for each off-contract device you removed from the Zebra cart.

A. Update the RMA Ticket:

1. Navigate to the RMAs tab and search for the device's Serial Number.

2. Select the appropriate RMA from the search results.

3. In the RMA tab:

   • • Change the RMA Status to Closed.

4. In the Repair tab:

   • • Change the Repair Status to No Repair Needed.

     • In the Resolution Category field, type OFF CONTRACT-NON-REPAIRABLE.

5. Click the green Save button.

B. Update the Asset Record:

1. Navigate to the Assets tab and search for the same Serial Number.

2. Select the asset from the search results.

3. Update the following fields:

   • • Set Location ID to SST.

     • Set Status to OFF CONTRACT-NON-REPAIRABLE.

4. Click the green Save button.

C. Handle the Physical Device

1. After all records in REX are updated, take the physical off-contract device.

2. Place it in the bin labeled "Sonny's Direct Off Contract".

Proceed to the "Obtaining and Shipping The Repair Order" section.

Obtaining and Shipping The Repair Order

Phase 1: Preparation and Navigation

A. Locate Your Shipping Manifest

1. Check your company email. You should have received an automated email containing the Shipping Manifest for the repair order you just submitted.

2. Keep this email accessible; you will need to print it shortly. If you did not receive it, contact your manager.

B. Access the Zebra Shipping Page

• If you are still on the order confirmation page: Simply click the Standard Shipping Label button.

• If you have closed the confirmation page: Follow the steps below to find your order again.

How to Find a Previous Order

1. Log into the Zebra Repair Portal.

2. Navigate to the Check Repair Status tab.

3. In the left-hand menu, select Custom Search, then choose the Order Number option.

4. Enter the Repair Order Number and click Submit.

5. Click the blue, hyperlinked order number in the results to open the confirmation page. From there, click the Standard Shipping Label button.

Phase 2: Data Entry in the Shipping Portal

C. Determine Your Package Requirements

1. On the Zebra shipping page, you may see entries for one or more repair facilities. This will depend on the device's model number

2. Now, review your emailed Shipping Manifest. Notice that it is divided into sections by "Depot Address." This tells you which devices are going to which repair facility.

3. Count the devices going to each address and decide how many physical boxes you will need for each destination.

   • Note: The "MAX No. of Packages Allowed" field shows the maximum number of labels the system will generate. You can use fewer boxes, but you cannot exceed this number.

4. For each repair facility listed on the page, enter the number of boxes you will be shipping into the "No. of Packages To Be Picked Up" field.

Phase 3: Preparing the Physical Paperwork

E. Print and Sort the Manifest

1. Return to the shipping manifest email and print the entire document.

2. Carefully separate the printed pages based on the "Depot Address." Each repair facility gets its own set of pages.

3. Critical: Make extra copies if needed. Every single box you ship must contain a copy of its corresponding manifest pages inside.

Phase 4: Finalizing the Shipment

F. Generate and Download Your Shipping Labels

1. Return to the Zebra shipping page and click the "Submit" button if you haven't already.

2. You will be directed to a "Collection Confirmation" page.

3. Under the "Attachment Name" heading, you will see your shipping labels listed as blue, hyperlinked numbers. Click on each one.

4. A new window or pop-up will appear. Click Download to save the shipping label PDF to your computer.

G. Assemble the Packages for Shipment

1. Print the downloaded shipping labels.

2. Place the correct, sorted manifest pages inside each box.

3. Seal the boxes and securely attach the correct shipping label to the outside of each one. Your shipment is now ready.

Proceed to the "REX RMA Update" section

REX RMA Update 

After a standard repair order is submitted in the Zebra portal, the final step is to transfer the new repair information into the corresponding RMA ticket in the REX system.

If you are no longer on the Zebra portal to obtain what you need, follow these steps to find the order:

1. Log into the Zebra Repair Portal.

2. Select Check Repair Status.

3. In the left-hand menu, choose Custom Search, then select the Serial Number option.

4. Enter the serial number of a device from that order and click Submit.

5. In the results, find the Order Number column and click the blue, hyperlinked number. This will take you back to the confirmation page where you can access the shipping label and order number.

Update the RMA Ticket in REX

1. Log into the Office Depot REX portal.

2. Scan or search for the defective device's Serial Number to find its RMA ticket.

3. Select the most recent RMA (its status should already be RMA in Repair).

4. Navigate to the Repair tab and enter the following information into the correct fields:

   • • Manufacturer RMA: Paste the Repair Order Number from the Zebra portal.

     • Tracking Number to Repair: Paste the tracking number you copied from the shipping label.

     • Ship Date to Repair: Enter today's date

5. Click the Save button to finalize the update.

   • • Repeat this for all defective devices going to repair.

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 Repair process is Complete

QA

1. How many boxes did I pack?

2. Did I print a manifest for each box?

3. Did I put the appropriate parts of the manifest in each box?

4. Are the devices in the box shown on the manifest?

5. Were the device types packaged separately? 

6. Did I print out all of the shipping labels?

7. Did you fill in the following fields within the connected RMAs that are apart of the repair order?

   1. • Manufacturer RMA: "Repair Order Number"

      • Tracking Number to Repair = "Standard shipping label tracking number"

      • Ship Date to Repair = "Today's Date or Date when expected to ship"

8. Does the shipping label on the box have the same facility name as it does on the manifest inside the box?