This article will guide you through the RETAIL Store Drop-off Replace Process

This section is for the following departments: Accounting, Ops Aftersales, Logistics, RMA, and Store Ops, and Service Center



Please refer to [07] RETAIL Store Drop-off Repair Process for Service Center transactions for the normal process. 



Service Center will ONLY use the REPLACE action with the approval of the RMA head. This may only be used if (1) Apple wants us to get inventory from our stocks, or (2) customer is impossible to handle.



TABLE OF CONTENTS

Process



STEPC/OPROCESS
1
CustomerCreate a warranty request. Drop-off the item in store.
2
Store Ops
Verify that the transaction is valid and within warranty.
Perform initial diagnosis of product.
3
Store OpsInput correct Customer Location and Digits Code in DAS.
If items are for Service Center, select Service Center that will process the transaction.
Print Pull-out Form and have customer sign as proof of receipt.
4
Logistics
Input Pull-out Schedule in DAS.
Print Pull-out Form.
5
Logistics
Pull-out item from the store.
Turn-over the item to RMA or Service Center depending on the brand.
6
RMA /
Service Center		Receive item from Logistics and begin diagnosis.
Click REPLACE in DAS.
7
RMA /
Service Center		If RMA, create and receive BEACH SOR. Input BEACH SOR# in DAS.
If Service Center, create and post POS CRF. Input CRF# in DAS.
8
Store Ops /
Ops Aftersales		Look for replacement item in-store or other stores.
If item is not available in the stores, create a DMRS request from the warehouse.
9
Store OpsContact customer to pick-up their replacement item in the store.
10
Store OpsOnce customer is in-store, transact the Negative / Positive Invoice in the POS.
Create a POS Stock Adjustment - Replacement transaction for the returned defective item.
11
Store OpsInput the POS REP# and Negative / Positive Invoice # in the DAS.
Close transaction after the customer receives their replacement item.

You may visit the Aftersales Policy for more information.