Panasonic CS UK INTERNET E-RMA USER GUIDE

Transcription

1 Panasonic CS UK INTERNET E-RMA USER GUIDE

2 Table of Contents 1.1 Accessing e-rma /Navigation Access via 3 Now select the ERMA option from the options give on the left of the screen Accessing e-rma, via the B2B sales site use RMA LIST SCREEN EXPLAINED Summary Box Search field Creating a Repair and Return Request Submitting the completed request Adding Return lines Deleting a request Editing a Request Credit returns Damaged units Responses Rejections Accepted Completed / closed Do s and Don ts of the On-Line Return Request System FAQ s Policy Statement Panasonic CS UK 2 06/08/08

3 1.1 Accessing e-rma /Navigation This is a live internet application for requesting the return of faulty or damaged product to Panasonic UK for repair or credit. This application is for SERVICE returns only and should NOT be used for SALES RETURNS (e.g. over orders / wrong orders) It is accessed through 2 versions of the Panasonic Pana-NET system, either from B2B site and the using the LINKS option to connect you to ERMA or Direct to Service Pananet If you are unsure which version of Pana-NET you have access to, please refer to your systems administrator. 1.2 Access via 1. From your internet search facility type in the above URL address to display the following screen and log in using the SAP account number (5060 * * * *) and your user name and password. Panasonic CS UK 3 06/08/08

4 3. Click the LOGON button to display the Panasonic Dealer Services screen. This screen will display all the Panasonic applications you have access to. Select ERMA Now select the ERMA option from the options give on the left of the screen. Panasonic CS UK 4 06/08/08

5 1.3 Accessing e-rma, via the B2B sales site use. You will be presented with this screen in place of the above screen. Logon using your Panasonic SAP account (5060****) as the username and then your password. Now use the LINKS option which will provide you with a link to ERMA. Select ERMA from here Panasonic CS UK 5 06/08/08

6 3. After selecting e-rma the following screen is displayed this is called the RMA list screen. 1.4 RMA LIST SCREEN EXPLAINED The next screen is called the RMA LIST Screen and displays a summary of your collection/credit requests, a search facility to look for a particular request and a New Request button and Refresh button. 1.Service View. Panasonic CS UK 6 06/08/08

7 1.5 Summary Box The summary box is broken down into 5 categories as follows with a count of the number of individual requests in each category. 1. Draft. Those requests not yet completed or ready for submission to Panasonic. 2. Sent/Awaiting authorisation. Requests submitted to Panasonic but not yet processed by our technical support team. 3. Rejected/Attention required. Requests returned by Panasonic that have been rejected or require your attention. 4. Accepted request status. Requests that have been accepted for return by Panasonic and given a job/returns number and current active jobs with Panasonic showing their job status in our system. 5. Completed/Closed. An archive facility for requests that are now completed or closed. For further information on these categories see Responses This button will display the screen used to enter details of a new collection request. (See Repair and Return Requests) This button is used to refresh the current screen details and will update various fields with new information if applicable. 1.6 Search field This can be used to search for a particular returns request which may be at any of the summary statuses Panasonic CS UK 7 06/08/08

8 1. Click on the drop down box on the Search for line. 2. Select the category you wish to search under Model number (the model number of the unit) Serial number (the serial number of the unit) Header reference (see entering a request) Line reference (see entering a request) 3. Now enter the selected number or reference in the Value line and press enter 4. This will now update the count in the summary box to show you how many requests in each status box that meet your search criteria 5. To access more information, click on the status line you are interested in and a list of all current requests for that status will be displayed. Panasonic CS UK 8 06/08/08

9 Page advance option You may need to use the page advance option if there are a number of requests in this view. 6. To view a particular request, click on the request line. 7. The request will now be displayed in full. Panasonic CS UK 9 06/08/08

10 8. To return to the main screen click on the button top left of screen. Do not use the internet Back Button to navigate this system as data may be lost. Internet back button Panasonic CS UK 10 06/08/08

11 2.1 Creating a Repair and Return Request To add a request, click on the NEW RMA button on the main screen to take you to the following screen which is called the RMA Header. 1. Insert your Return reference in the Dealer Return Reference field. 2. Contact name of the person entering the request in the Name Field. 3. Telephone number. 4. address you wish any responses to be sent to. 5. Select the collection /delivery method by clicking in one of the option buttons. (i.e. you will deliver to Panasonic or Panasonic to collect). The system is defaulted to Customer to Send. 6. Confirm the account address and Dseq (Delivery sequence). If you have more than one address, use the drop down list to display account addresses available to you. Account number Delivery address 7. Click the UPDATE BUTTON to confirm the address details. Panasonic CS UK 11 06/08/08

12 8. Click the Add button in the Return lines detail box to begin adding the details of the product to be returned. Add Button 9. The Line Header screen will pre-fill the return reference using the one you entered from the header screen in the Your line reference box. Panasonic CS UK 12 06/08/08

13 10. You may enter an individual line reference for the item by over typing the pre-filled one taken from the Header Screen. (e.g. 1/2/3/4) depending on the number of units being returned, or you can use individual customer names or debit note numbers. Your line reference 11. Now select the model number by typing in the first 3 digits of the model and then using the drop down box to select the full model number. Model number & drop down 12. If the model number is not in the drop down list and you have confirmed the model number is correct from the unit, you can type the model number in and then tick the NOT IN LIST box. Not in list Panasonic CS UK 13 06/08/08

14 Select if the unit is NEW /Referb or Re-Cartoned 13. Select the reason for return by clicking on the appropriate option button and add comments in the description box (e.g. Dead on Arrival / Damaged on Arrival / No power etc) and if a NON UK model, please indicate this here. Option Button Description Box 14. Now click the GO TO button at the bottom of the screen to continue to the next screen. NOTE, For BTs equipment (Business Telephones) an additional Comments Box is now displayed for system details to include the number of lines/ extensions or special programming used on the phone system being returned. BTS additional info screen 15. Enter the serial number of the unit. Panasonic CS UK 14 06/08/08

15 Some models do not have serial numbers and the system will not ask you for a serial number for these models. 16. Select the 4 digit IRIS (refer to link on next screen for explanation of IRIS) code by using the drop down list provided. Drop Down Box 17. Each of the 4 digits of the IRIS code needs to be selected individually by using the drop down box on each line in turn. 18. Indicate if the unit is a warranty or chargeable repair and supply the customer s date of purchase for warranty repairs. Panasonic CS UK 15 06/08/08

16 19. If an estimate is required click in the Estimate required field but this is only available if chargeable repair has been selected. You will also note that the customer date of purchase field is not available on chargeable/estimate requests. 20. When complete, click on the button at the bottom of the screen to take you back to the header screen. For requests awaiting return you can PRINT OUT a manual copy of the returns form to accompany the goods. Click on (View Returns Note) next to the Panasonic job number from the RMA LINE DETAILS SCREEN (Available on Approved requests only) Finish Button Panasonic CS UK 16 06/08/08

17 21. Header screen The various stages of the request are shown in the top half of the screen. These can be accessed at any time by clicking the relative button. You may also delete any line by using the DELETE button on each screen to delete that section of the request. Delete button 3.1 Submitting the completed request 1. To submit the request, click on the SUBMIT button (bottom right). 2. If you are not ready to submit, click on the GO TO RMA LIST button (top left), this will place the request in your summary box with a status of edit. This may be submitted at a later time. GoTo Button Submit Button Panasonic CS UK 17 06/08/08

18 3.2 Adding Return lines It is possible to add more than one unit per header by repeating steps 8 to 20 in section 2.1 Please note that if you are returning more than one unit per header and do not add individual references at line level all the units will be given the initial reference you used on the header screen as in section Panasonic CS UK 18 06/08/08

19 3.3 Deleting a request If you wish to DELETE the request completely, click on the Delete RMA Header button (top left), this will remove the request from your list. The Delete button appears in all subsequent screens but will only delete the details on that particular screen. Only the delete button on the RMA Header screen will delete the whole request. Panasonic CS UK 19 06/08/08

20 3.4 Editing a Request It is possible to edit a request at various stages up to the point of submission. Once the request has been submitted it is not possible to alter it, unless it has been returned by Panasonic with a status of Rejected/Attention required. Such requests will be found under this heading in your Summary box. (See Responses) Those requests that have not yet been submitted can be edited and will be under the Draft status in the summary box found on the main screen called RMA LIST. Draft box 1. Access the request in the normal way as described in the navigation section under SEARCH FIELD ref 5/6. 2. Drill down through the various screens on the request to the point you wish to edit using the buttons on each screen. 3. Edit the details by overtyping or using the drop down boxes to select new information. 4. When complete, click on the Finish button (see ref 20 under Creating a repair and return) This will take you back to the main header screen ready for the request to be submitted. (See 3.1) Submit button Panasonic CS UK 20 06/08/08

21 4.1 Credit returns (See policy statement ) This is used for items being returned for inspection with a view credit. 1. Follow the normal procedure for creating a request 2. On the Line Header screen select faulty IFC. Faulty IFC 3. Complete the rest of the details, line reference/model and fault description. 4. Now select the button at the bottom of the screen to go to the next stage. On this screen the serial number and IRIS fields are the same as shown in the standard returns request but you also have the addition of a tick box. This is for you to indicate if the unit was purchased within 90 days (as per our 90 day return policy) or is a policy return item (One for One) within 1 year (e.g. Low-cost Audio / T.A.M units) Policy return box If being returned under the 90 day policy the effective date is also shown. Therefore the date of invoice to you must not be older than this date. Panasonic CS UK 21 06/08/08

22 5. Now enter the related sales invoice number for the unit, either manually or by using the drop down list. The drop down list will show all invoices on your account since the effective date, which includes the selected model. Invoice number Please note that, if the invoice entered is previous to the effective date indicated, a further comments field will be displayed asking for additional information and the Tick in the Purchased within field will disappear. You can view the returns policy for clarification by clicking on the link (view returns policy) Policy Link 6. Now select either UNSOLD STOCK or CUSTOMER RETURN. Select If unsold stock is selected then the request is complete and you can click the button. If Customer Return is selected you will need to complete the Date of Purchase and Date of Return Fields before clicking the button. Panasonic CS UK 22 06/08/08

23 5.1 Damaged units If you have selected Damaged IFC from the line header screen you will be presented with the following screen which has the additional fields for the Date Damaged Found and details of the damage (position and type of damage on the unit or box) Date Damage found Details of damage You will also note that the Purchased within Date is 7 Days If outside the 7 day return period for damaged goods click on the tick box to remove the tick, you will now be presented with a field for additional details. (e.g. Authorisation code from Customer Support or Area sales Manager) You can complete the request by clicking on the button. Panasonic CS UK 23 06/08/08

24 6.1 Responses Responses to your requests will be given within 2 working days showing the current status of the Job including its progress through our workshops toward completion/credit. They are accessed from the summary box on the main screen as explained under Accessing /navigating ERMA. Those requests in the Draft and Sent /Awaiting authorisation summary boxes will not have responses attached to them. 1. Click on the summary status you wish to look at. 2. Click on the individual job line to view the response in full. Current status of Job Panasonic Job Number The type of view for the full details of the request will depend on the Status of the request as shown in the summary box. Panasonic CS UK 24 06/08/08

25 6.2 Rejections These are requests that have been rejected by our technical support department that either do not meet the requirements for return (in regard to our returns policy) or our technical department require further information on before being approved. The reject reason can be viewed by clicking on the request from the RMA header page or summary list and then on the line detail. The reject reason is then displayed at the top of the screen in RED along with detail of further information that may be required. Reject reason Panasonic CS UK 25 06/08/08

26 You can now edit this request and make any changes or additions that have been requested and re-submit the same request using the Re- Submit button. (See 3.4) Re-Submit Button Final Reject In some circumstances it may be necessary for the request to be rejected by Panasonic with no further submissions allowed, in these circumstances the returned request will displayed in the Completed/closed section of the summary box. The Re-Submit button will not display. Panasonic CS UK 26 06/08/08

27 6.3 Accepted These are requests that have been accepted for return to Panasonic and may be in transit or already with Panasonic. Accepted requests will show in the Accepted status box on the summary screen and can be accessed as previously described. Accepted requests The line detail screen will show the Panasonic Job number, the status of the Job e.g. received and booked in / in workshop/ awaiting spares / awaiting credit, and the date. Panasonic CS UK 27 06/08/08

28 Panasonic CS UK 28 06/08/08

29 The full job history can be viewed by selecting the request from the Accepted summary box and clicking on the particular job line you are interested in. The job history is shown at the bottom of the screen. Job Status Any changes made by Panasonic to model and serial number received after physical inspection will also be shown along with the original model / serial number from your request. Any change in model /serial number shown here Panasonic CS UK 29 06/08/08

30 6.4 Completed / closed This is an archive facility for requests that are now completed/closed or at final reject status and like other requests can be viewed and the Search facilities used as with the others requests by clicking on them from the summary box. (See 1.6) Completed / closed requests Note that the count box is blank. This is correct as there may be a large number of requests in this section and we are therefore not showing the count. 1. Click on the Job line you are interested in to display further information. Click on job line Credit number Panasonic CS UK 30 06/08/08

31 2. As with other selections the job page is displayed in full with the current status listed at the bottom of the screen. In this case CREDIT. The credit number is also displayed on the previous screen. Completed status 3. You may select to print a copy of this information for your customer or records by clicking on the (view finished job note) link shown in the Panasonic Job number line and selecting PRINT Link Panasonic CS UK 31 06/08/08

32 Do s and Don ts of the On-Line Return Request System The following information is intended to provide you with some general guidelines for using the Return Request System; this will assist you in using the system and improve your returns acceptance rate. Do not use the INTERNET browser buttons (e.g. BACK or FORWARD) to manoeuvre through screens always use the GO-To button provided on the screen. Do not open more than one window in this session or the data may be lost or the Browser will ERROR. Do not leave the system partway through an entry for more than 15 minutes as the system will time out after this period with inactivity and your data will be lost. Always complete the entry and update. Do use the drop down boxes to select information as this will help prevent manual data entry errors. Panasonic CS UK 32 06/08/08

33 FAQ s Q; Model not on the model drop down list? A; The model number is either incorrect (remember to add the dash TH-32*****. Or not a Panasonic model number or NON UK model. or is not covered by the returns system. If you have confirmed that it is a Panasonic unit you can manually enter the model number and then tick the NOT IN LIST box to the right of the model number field. Q; cannot see the invoice number for the unit in the list of invoices provided? A; This means that either the model was not purchased on this account or that the invoice is older than the policy time limit for returns. Q; Inspect for credit option is not available? A; The Inspect for credit option is only available to dealers with a SALES account. If you only have a service account this option is not available and units can only be returned for repair. Panasonic CS UK 33 06/08/08

34 Policy Statement From 1 st March 2001, we will only accept product back for inspection for credit provided it is faulty (or damaged on delivery) and it is within 3 months of the date the product was initially supplied by Panasonic UK Ltd. Consequently, full details of the invoice the product was supplied on will be required with any returns request. Please note, this policy does not apply to products which have an automatic return facility due to there being a one-for-one exchange guarantee to the end user. Currently these products are Personal Hi-Fi (excluding Portable CD), Low Cost Audio (under 30 trade), Shavers / Beard Trimmers / Beauty Products, DECT Cordless Phones / Telephone Answering Machines. In order to allow for the guarantee period, these products will be accepted back up to 12 months from purchase by the end user, but only up to a maximum of 15 months from supply by Panasonic UK Ltd. Panasonic CS UK 34 06/08/08