Techmer PM - RMA Fulfillment

What to Expect

The fulfillment process for Techmer PM 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.

Zendesk RMA Prep

1. Log into Zendesk.

2. Select "REX Tickets" under the "Views" tab.

3. Find the tickets that're tied to Techmer PM 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 "Techmer PM - RMA Request". 

     • The results can also be filtered to only see "Techmer PM - 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 "Techmer PM - RMA Request"

           • • The results should now show only tickets that have the "Support Category" label "Techmer PM - 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 Techmer PM REX Portal.

Proceed to the "REX RMA Prep" section.

REX RMA Prep

1. Using the new webpage tab, log into Techmer PM 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 Techmer PM 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 Techmer PM's 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 Techmer PM 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 "Shipping and Return Label Creation" section.

Shipping and Return Label Creation

This guide provides steps to process an RMA shipment. It covers sending a replacement product via UPS 2nd Day Air and creating a UPS Ground return label to be included in the box.

Creating the Outbound RMA Shipment (UPS 2nd Day Air)

1. Start a New, Clean Shipment To prevent errors from previous shipments, always start with a clean form. Select the Home tab at the top of the application. This should reset the entire shipping form.

2. Enter the 'Ship To' Address In the "Ship To" section on the right, enter the destination address:

• Attention: TechmerPM

• Address 1: 1 Quality Circle

• Postal Code: 37716

• City/State: Clinton, TN

3. Enter the RMA Number as the Reference In the center of the screen, click on the "Reference" tab. In the "Reference Number" field, enter the specific RMA number (e.g., RMA-12345). This is vital for tracking the transaction.

4. Define Package Details In the bottom section of the window, locate the package information area. Weight: Manually enter "2" lbs for the package weight.

5. Select the Shipping Service located above the package details. Find the "Service" dropdown menu. Select "UPS 2nd Day Air" from the list.

   1. • Do not click "Process Shipment" yet. Proceed to Creating the RMA Return Label (UPS Ground)

Creating the RMA Return Label (UPS Ground)

1. Navigate to the 'Options' Tab In the tabbed section in the middle of the screen, click on the "Options" tab.

2. Select and Configure Return Services

3. In the "Shipment Options" list, check the box for "Return Services".

• A new configuration area for Return Services will appear.

4. For "Return Service Type," select "UPS Print Return Label".

• IMPORTANT: WorldShip defaults the return service to match the outbound service. You must change this. Locate the "Service" dropdown menu within the Return Services section and change it to "UPS Ground".

• Verify the "Weight" for the return package is also set to "2" lbs.

5. Review all details to ensure they are correct.

6. Click the large "Process Shipment" button.

• Your printer will generate two distinct labels:

  • • Label 1 (Outbound): A UPS 2nd Day Air label to send to TechmerPM.

    • Label 2 (Return): A UPS Ground return label.

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 "Techmer PM - 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 "Techmer PM" Google sheet ***

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

        1. • Replacement Serial #

           • UPS Tracking #

           • Defective Serial # 

           • Return UPS Tracking # 

4. Once these values are filled in, go back to the RMA in the Techmer PM 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 Techmer PM 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 Techmer PM REX portal.

12. Select the RMA entry that you're fulfilling.

    1. • Enter in the following details for the RMA:

         1. • Replacement Serial Number

            • Tracking Number to Facility

            • Tracking Number from Facility

13. Once confirmed, change the 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 Techmer PM 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. Navigate to the Techmer PM REX "Assets" option in the Techmer PM 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/Edit the following fields:

   1. • Location ID = "TechmerPM"

      • Status = Select "AT FACILITY"

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

Proceed to the "Shipping the Device" section. 

Shipping the Device

Follow these steps to finalize the package:

1. Grab a box

2. Bubble wrap the device and battery.

3. Add additional packing material inside the box to help with reducing the chance of damaging the device during transportation.

4. Affix the "UPS 2nd Day Air" label to the OUTSIDE of the box.

5. Affix one UN3481 Lithium Battery sticker to the OUTSIDE of the box.

6. Place the "UPS Ground" return label INSIDE the box.

7. Place a separate UN3481 Lithium Battery sticker INSIDE the box. 

8. Seal the box and place onto the shipping rack for UPS pickup.

The Techmer PM - RMA Fulfillment Process is Complete