A guide to returns
How to raise a case
Step one
Go to Related Documents and go into the invoice
Step two
Click on the spanner
Step Three
Press OK
Step Four
Choose the items that need adding to the return.
Step five
Press next
Step six
Choose the correct condition and fill in the fault line (add your word from your TL or
floorwalker)
Step seven
Do your RMA questions and add them to the notes and then do your event.
Step eight
Save the RMA and it should look like this. … below
What condition to put an RMA on?
When raising a case you have these options to put down as the condition. It is important that you
use the correct one.
The fault line must link in with the condition you have chosen.
The next page will outline what condition to use for different cases.
Unwanted
Customers requesting to return items to us after invoice as they are no longer want the item but
there is no problem with them.
EXAMPLES TO USE THIS
- No longer required
- Not as expected, wrong colour, too slow.
- Do not like a feature.
-Arrived too late (but we shipped in the SLA of the delivery code)
- Item returned as delivery failed on the date communicated to customer
Damaged
Customer requesting RMA as good have been RECIEVED product or package damaged.
EXAMPLES TO USE THIS
Damaged part/item.
Customer is reporting product casing coming apart on notebook.
Customer state paint peeling away.
If customer has chased the damaged this should be condition. Damaged Customer, this includes
RMA that are refused as well as chargeable repairs we may offer.
If unsure whether a RMA is damaged or faulty you should always choose damaged to ensure a
carrier claim is placed.
Missing Parts
Customer is requesting an RMA where a part is missing from inside the box which they expected to
be included. Always check if the part should be included
EXAMPLES TO USE THIS
Fixing kits missing from furniture
Keyboard/ Mouse missing from desktops
A full package missing is NOT a missing part cases, this is lost condition. We do not claim for missing
parts RMA and choosing the wrong condition can cost the business money where unsure use lost.
Faulty
Customer requesting RMA where they believe the product is not working as expected.
EXAMPLES TO USE THIS
Customer is saying the item will not power on at al
Keyboard is not working
All screen faults should be reported as damaged until photos are obtained to confirm, it’s common
for customers to not understand damage screens are not faults without us diagnosing.
Bid Warranty 28+
Customer reporting faults to us are outside of standard warranty terms but covered under a U Cover
policy bought from us.
EXAMPLES TO USE THIS
Customer returning a refurb that is faulty and over the 3 month standard warranty but has a
12month U cover warranty.
Customer returning a notebook that is over a 12 old but covered under 3 year U cover warranty.
Where customers are returning goods that are over 28days but under standard warranty this should
be conditioned as Faulty.
Failed Delivery
Returns where delivery has failed, either from a problem in our warehouse or a mistake by the
carrier.
EXAMPLES TO USE THIS
Customer has paid for a specific day delivery which we have missed and now wants to cancel.
Items that arrived back into our warehouse after delivery failed and no RMA previously setup.
Where customers failure on the day we communicated this is to be conditioned as Unwanted.
Failed Delivery is only for logistics errors.
Warehouse-Mispick
Returns where customer has received a different item to what they ordered.
EXAMPLES TO USE THIS
Customer has received Microsoft Office Personal when they order states Office Business.
Customer has received the wrong colour furniture.
Warehouse Mispick is where customer gets a different stock code to what they ordered. It’s
important we ask for the stock code as often the problem can be with the web description.
NAD-WEB
Return’s where customer’s product doesn’t’ match the description online and wants to return. Sold
on web
EXAMPLES TO USE THIS
Customer was expecting laptop with 8gig of ram as per website but has arrived with 4gig.
Customer received a different colour product to the picture online.
NAD – WEB is for confirmed description issues. Subjective terms such as website states a notebook is
fast, but customer thinks it’s slow should be conditioned as unwanted
NAD-SALES
Customer states the item received is not the speciation or model they request to the sales advisor.
Sold over phone
EXAMPLES TO USE THIS
Customer calls and says they have received a laptop with 4gig of ram when they asked for 8gig.
Customer states they asked for a 60cm hood but got a 90cm.
It’s important to check what stock code received and match to order confirmation got all “wrong
goods” cases before explore NAD reasons. NAD can only been where stock codes match, if they
don’t its condition as a WH – Miss Pick.
UNWANTED PROCESS (WHEN CUSTOMER HAS HAD THE GOODS DELIVERED)
Always check the customer is in time to send the item back to us as unwanted and they are
not a business – this is 14 days FROM the delivery date
Make sure you advise them of the correct time scales for the booking in process.
Step one – RAISE RMA
AGE OF THE ITEM WILL
- SHOW HERE
- Fill in the condition field as Unwanted and add the reason for the return in the ‘fault’ line.
Step two– Completing the notes
- Offer the customer discount or see if there is anything else we can offer them to keep the
item.
- Complete your RMA questions with all the correct information and make sure that you have
all the relevant information needed and added exactly what you have offered the customer
into the notes.
Step three –Authorise the return
Step four – Setting it to incoming
- Change the status to Incoming, fill in the courier used as customer return, mark the date of
the return and choose what the customer has requested once we get the item back (i.e.
refund, replacement, alternative)
UNWANTED PROCESS (WHEN THE GOODS ARE WITH THE COURIERS)
Always track the item first and make sure that it has not yet been delivered and that it is on the way
to the customer.
ALWAYS make sure you are advising the customer there is a £20 cancellation fee that will be taken
out of the refund if they cancel the order after dispatch and put this in your notes. Make sure you
advise them of the correct time scales for the booking in process.
Step one – RAISE RMA
- Fill in the condition field as Unwanted and add the reason for the return in the ‘fault’ line.
Step two– Completing the notes
- Offer the customer discount or see if there is anything else we can offer them to accept the
delivery of the item.
- Complete your RMA questions with all the correct information and make sure that you have
all the relevant information needed and added exactly what you have offered the customer
into the notes.
Step three –Authorise the return
BOOKING A COLLECTION
Change the status of the RMA to collection and choose the date for the customer
Always check the address and if there are two addresses on the order (billing and delivery) then
make sure you have made your notes clear on where we are meant to be collecting from.
If there are not notes in the RMA advising to book a collection always speak to a TL or FW before
arranging one please. You can only use this process to book in one man collections; 2 man
collections you would need to manually book in using Arrow XL
