This article will guide you through the Retail Store Drop-off Instant Replace Process
This section is for the following departments: Accounting, Ops Aftersales, Logistics, RMA, and Store Ops, and 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
| STEP | C/O | PROCESS |
1 | Customer | Create a warranty request. |
2 | Store Ops | Verify that the transaction is valid and within warranty. Perform initial diagnosis of the product. |
3 | Store Ops | Select INSTANT REPLACEMENT in DAS. If items are for Service Center, select Service Center that will process the transaction. If item is returned on the same day as the sale, proceed to Step 4A. If item is returned within 2-7 days of the sale, proceed to Step 4B |
4a (Same Day) | Store Ops | If item is defective and returned same day, VOID POS transaction and create new Invoice. Create POS Stock Adjustment - Replacement for the returned defective item. Input REP# and Void/Positive Invoice# in the DAS. |
4b (2-7 Days) | Store Ops | If item is defective and returned w/in 7 days, create Negative / Positive Invoice in the POS. Create POS Stock Adjustment - Replacement for the returned defective item. Input REP# and Negative/Positive Invoice# in the DAS. |
5 | Store Ops | Input correct Customer Location and Digits Code 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 | Logistics | Pull-out item from the store. Turn-over the item to RMA or Service Center depending on the brand. |
8 | RMA / Service Center | Begin the diagnosis of the item. Click REPLACE in DAS. |
9 | 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. |
You may visit the Aftersales Policy for more information.