This article will guide you through the ECOM Store Drop-off 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 AftersalesInput 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
Input Store Drop-off Schedule in DAS.
5
Store OpsReceive item from customer.
Receive item in DAS.
Print Pull-out Form and have customer sign as proof of receipt. 
6
Logistics
Input Pull-out Schedule in DAS.
Print Pull-out Form.
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 AftersalesLook for replacement item in-store or other stores.
If item is not available in the stores, create a DMRS request from the warehouse.
10
SDMCreate SO to the customer in BEACH.
11
ECOM AftersalesCoordinate with Logistics to ship replacement item directly to the customer.
12
ECOM AftersalesOnce 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.