Transcript eRMA / RMA - UK Communication Portal

Ingram Micro UK CS
eRMA help guide
Sven Oezel & Homan Dehnadfar
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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eRMA / RMA
All RMA related inquiries are managed by IM CS team, Dell CS
team log the queries via the eRMA tool and/or alternatively by
email communication when necessary.
This ensures all the required information is provided and
consequently a faster resolution. Approximately 85% of the queries
logged via eRMA are booked within 24h, in comparison to the
normal IM CS team SLA of 48h.
[email protected]
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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eRMA / RMA
The eRMA home page (accessed via IMUK webpage) provides convenient
links to resources you require to be prepared to enter a successful eRMA.
Please note that with immediate effect ALL discrepancies and RMA
requests MUST be logged on the ERMA tool within 5 working days
from date of invoice.
RMAs will now remain open for 5 days from date of issue
Before requesting an eRMA you may find our Warranty Matrix a useful
guide to establishing first point of contact for faulty items.
Your return request will be automatically validated against Ingram Micro
Terms and Conditions and Vendor Return Policies. You will receive on-line
confirmation of approved or rejected requests. If your request requires
further investigation by our Customer Service department, it will be
assigned a pending status, and you will be advised via email when the
request has been approved or rejected.
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Access the eRMA home page
From the My orders menu, click on E-RMA
Note:
Dell have separate accounts for the UK(20-xxxxx-xx) and Ireland (34-xxxxx-xx), it is
imperative the requests are logged under the corresponding account.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Access the eRMA home page
Important…Before requesting an RMA, you MUST read this page first including the warranty matrix for first point of contact.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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The following return types can be
processed via the eRMA tool:
Type of returns;
■ Short shipments
■ Stock balance
■ Defective product
■ Incomplete product
■ Damaged product
■ Wrong sale
■ Duplicate shipment
■ Customer error
All other types of return or investigations should
be requested using the following return types:
•
•
•
•
•
Lost shipment - please select "short shipment"
Wrong warehouse - please select "wrong sale"
Over shipment - please select "wrong sale"
Vendor error - please select "wrong sale"
Wrong technical - please select "wrong sale"
*** reason code definitions available in notes
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Step 1: Agree to Terms and Conditions of Use
Users of the ERMA tool are required to accept the
terms of use before proceeding with requests.
Please Note: Ingram Micro reserves the right to
refuse delivery if returns do not meet published
Terms and Conditions. Processing fees may be
incurred for failure to adhere to requirements.
It is important that ERMA users understand and
follow Ingram Micro’s Terms and Conditions of
Sale and the Manufacturer’s Vendor Return
Policies.
Reviewing these two documents will avoid delay in
RMA processing and ensure a quick and easy
RMA request entry
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Step 1: Agree to Terms and Conditions of Use
Profile and Search Invoice / P.O.
Confirm Profile – Please confirm or complete your profile through the User Profile tool. Entries made in the tool will autopopulate in ERMA fields requiring contact information. E-mail alert message options can be selected from this tool as well.
User Profile information must be complete prior to using the ERMA tool.
Find Serial Numbers
Order Detail, including serial numbers, can be
found on the Order Detail Page or on the product
packaging or documentation.
Order detail
20-12345-11
Cordless Optical Mouse
20-12345-11
Product serial numbers are listed on Order Detail. The Order Status tool can locate orders containing product serial numbers
matching those of the returning product. Serial numbers can be found on the product’s carton, packaging or documentation.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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STEP 2: Confirm Profile and Search Invoice / P.O.
Account Information and Contact Details – Account information is displayed for confirmation purposes and to provide
the option of overriding the information (current request only) without changing the User Profile. In other words, contact
information may differ from the RMA requester and the subsequent contact person.
Go to Profile – Go to Profile: User Profile information must be complete prior to using the ERMA tool. Using this tool will
permanently change the profile and the current request.
RMA Entry – RMA requests the identification of the following:
 Type of return – Types found in the dropdown list (definitions on the ERMA Home page)
 Your Reference Number – Number supplied by the user as a personal tracking number
 Customer PO Number – Enter the original Purchase Order number listing the product to be returned
 Invoice Number – Enter the original invoice number listing the product to be returned
Type of Return – Return Type definitions can be found on slide 3, in the Return Information > Types of Return section or see the
eRMA Home page.
Invoice Number and Customer PO Number – Only one search field can be populated for each given search. Please choose
one only.
Search Invoice – Selecting the Search Invoice button will return matching original invoices. Users must select invoices
containing the respective serial numbers
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STEP 3: Select products to return and identify serial
numbers
After locating your invoice, you are ready to determine the serial number of the product you wish to return.
Plus “+” Tab, Returning Quantity and Serial Check Box – The plus tab will expand the given order to reveal serial
numbers. Enter the returning quantity and check the selection box as required. A selection box is provided for choosing the
matching serial number.
Add to RMA – Clicking the Add to RMA button will add the returning product selection and quantities to the RMA request.
Space will be provided on the next page for entry of
any serial numbers not listed.
Returns will be rejected upon receipt if the product
serial number does not match the serial number listed
on the RMA.
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STEP 4: Confirm Product/Box Condition and
Submit
Multiple products can be returned on the same RMA request. Each product that was added to the Items to Return list must have
a detailed fault description. When you have completed your list, please confirm that the product description, serial number and
returning quantity are in line with the invoice numbers. Please ensure you state the need for a replacement. (Do not order
replacement product yourself if this option is chosen.)
Additionally, you are provided with the option to include comments, End-User Sale Date and Vendor Authorization Numbers.
Button functions include:
• Cancel – Voids RMA session.
• Back – Returns to previous page.
• Remove Item – Deletes corresponding returning product from Items to Return list.
• Add Product – Allows additional entries, but requires another invoice search.
• Submit RMA – Processes the sum of entries at this point to produce an RMA Confirmation with summary, return status and
return instructions.
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RMA Confirmation
The RMA Confirmation screen is comprised of:
• RMA Summary containing Return Authorisation Number, RMA Status, Type of Return and Your Reference Number
• Item Return list and summary – The details created the previous sections.
• Returns Instructions – Guidance on how to send product back, including repacking and delivery procedures.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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