This article will guide you through the ECOM Door-to-Door Instant 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



STEPC/OPROCESS
1
CustomerCreate a warranty request.
2
ECOM Aftersales
Verify that the transaction is valid and within warranty.
Perform initial diagnosis of product.
3
ECOM Aftersales
If items are for Service Center, select Service Center that will process the transaction.
Select INSTANT REPLACEMENT in DAS.
Input correct Customer Location and Digits Code in DAS.
4
ECOMLook for replacement item in-store or other stores.
If item is not available in the stores, create a DMRS request from the warehouse.
5
SDMCreate SO to the customer in BEACH.
6
ECOMCoordinate with Logistics to pick-up item and ship replacement directly to the customer.
7
ECOM AftersalesInput Door-to-Door Pick-up Schedule in DAS.
Input DR# of the replacement item.
If items are for Service Center, Print Pull-out Form.
8
ECOM AftersalesReceive defective item from Logistics.
If item is for Service Center, turn-over to the Logistics department.
9
Logistics
Click PROCEED in DAS.
If item is for Service Center, deliver to the Service Center branch indicated in the DAS.
10
RMA /
Service Center		Begin the diagnosis of the item.
Click REPLACE in DAS.
11
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.

You may visit the Aftersales Policy for more information.