This article will guide you through the ECOM Door-to-Door Replace Process

This section is for the following departments: Accounting, ECOM Aftersales, Logistics, RMA, SDM, Service Center

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

Process

STEP	C/O	PROCESS
1	Customer	Create a warranty request.
2	ECOM Aftersales	Verify that the transaction is valid and within warranty. Perform initial diagnosis of product.
3	ECOM Aftersales	Input correct Customer Location and Digits Code in DAS. If items are for Service Center, select Service Center that will process the transaction.
4	ECOM Aftersales	Coordinate Pick-up Schedule and Cost with 3rd Party Courier and/or Customer. Input Door-to-Door Pick-up Schedule in DAS. If items are for Service Center, Print Pull-out Form.
5	ECOM Aftersales	Receive item from 3rd Party Courier and/or Customer. If item is for Service Center, turn-over to the Logistics department.
6	Logistics	Click PROCEED in DAS. If item is for Service Center, deliver to the Service Center branch indicated in the DAS.
7	RMA / Service Center	Begin the diagnosis of the item. Click REPLACE in DAS.
8	RMA / Service Center	If RMA, create and receive BEACH SOR. Input BEACH SOR# in DAS. If Service Center, create and post POS CRF Stock Adjustment to the Service Center Branch.
9	ECOM Aftersales	Create email thread to initiate process of finding a replacement item.
10	ECOM	Coordinate with SDM for a replacement item. If item is not available in the warehouse, create a DMRS request from the warehouse.
11	SDM	Create SO to the customer in BEACH.
12	ECOM	Coordinate with Logistics to ship replacement item directly to the customer.
13	ECOM Aftersales	Once the customer has received their item, do the following: Input DR# of the replacement item. Close the transaction in DAS.

You may visit the Aftersales Policy for more information.