Learn How to Request a Dispute for Entitlement, Repair Center, or Repeat Repair

Transcription

1 ZEBRA Repair Order Portal Learn How to Request a Dispute for Entitlement, Repair Center, or Repeat Repair Updated July 2017

2 Disputing - Overview During the submission of the repair order, users have the ability to dispute default entitlement and repair center information, or notify of a repeat repair. The following are commons reasons for a dispute: 1. The job type for the faulty unit is billable, when the unit is covered under warranty or service contract. The user is prompted for payment information because the unit is not entitled. If the user has documentation of entitlement, the billable repair status can be disputed 2. The faulty unit was added to the repair order without a serial number. By default, when a serial number is unknown the repair is considered billable. If the user has documentation of entitlement, the billable repair status can be disputed 3. The faulty unit was repaired within the last 30 days and is experiencing the same issue. The user should notify Zebra of the repeat repair, in the event repair costs need to be disputed 4. The default repair center is not correct The following information outlines the steps to request a dispute for entitlement, repair center, or repeat repair 1 2 2

3 Disputing Entitlement Select the Line If a faulty unit reflects a billable repair and the unit is covered by a service contract or warranty, a dispute can be requested. The dispute must be requested from the Add Products screen. The following steps outline the process to dispute entitlement information for a faulty unit NOTE: If the user has progressed to the Review Order or Payment Details screen and a dispute is required, click on to return to the Add Products screen Step 1: Select the applicable repair line from the Line Items section 1 If multiple repair lines require a dispute, each dispute needs to be requested individually Review the Job Type field to confirm accuracy of entitlement. If the job type is not accurate, request a dispute 3

4 Disputing Entitlement Dispute Reason Step 2: Select Dispute system determined service entitlement: checkbox Step 3: Select the dispute reason from the Dispute Reason: drop down Select Contract, if the faulty unit is covered by a service contract Select Warranty, if the faulty unit is covered by warranty The Dispute section of the Add Products screen allows the user to request and modify dispute information for the selected line 2 3 4

5 Disputing Entitlement - Documentation If contract was selected as the dispute reason, the screen refreshes and displays the Contract Number: field. If warranty was selected, the Purchase Date: field displays Step 4: Type the service contract number in the Contract Number: field or select the date from the Purchase Date: field Step 5: Type additional information in the Additional Details: field if necessary Step 6: Click on Service Contract Number Warranty Purchase Date

6 Disputing Entitlement Complete The Add Products screen refreshes and the dispute is documented in the Dispute Entitlement field in the Line Items section. Proceed with submission of the repair order NOTE: If documentation can be provided to support the dispute, the file can be attached to the repair line. Attaching supporting documentation assists with prompt resolution of the dispute. Refer to Attaching Supporting Documentation for steps to attach a document to the repair line 6

7 Disputing Repair Center Information Select the Line If a faulty unit has been added to a repair order and the repair center information is not accurate, a dispute for the repair center can be requested. The dispute must be requested from the Add Products screen. The following steps outline the process to dispute repair center information for a faulty unit NOTE: If the user has progressed to the Review Order or Payment Details screen and a dispute is required, click on to return to the Add Products screen Step 1: Select the applicable repair line from the Line Items section 1 7

8 Disputing Repair Center Information Dispute Reason Step 2: Select Dispute Repair Center: checkbox Step 3: Type additional information in the Additional Details: field if necessary Step 4: Click on The Dispute section of the Add Products screen allows the user to request and modify dispute information for the selected line

9 Disputing Repair Center Information Complete The Add Products screen refreshes and the dispute is documented in the Dispute Repair Center field in the Line Items section. Proceed with submission of the repair order NOTE: If documentation can be provided to support the dispute, the file can be attached to the repair line. Attaching supporting documentation assists with prompt resolution of the dispute. Refer to Attaching Supporting Documentation for steps to attach a document to the repair line 9

10 Disputing Repeat Repair Select the Line If a faulty unit was repaired within the last 30 days and is experiencing the same issue, the unit can be flagged as a repeat repair to notify Zebra and if necessary, dispute repair costs. The dispute must be requested from the Add Products screen. The following steps outline the process to dispute for a repeat repair NOTE: If the user has progressed to the Review Order or Payment Details screen and a dispute is required, click on to return to the Add Products screen Step 1: Select the applicable repair line from the Line Items section 1 10

11 Disputing Repeat Repair Dispute Reason Step 2: Select Dispute system determined service entitlement: checkbox Step 3: Select Repeat Repair from the Dispute Reason: drop down The Dispute section of the Add Products screen allows the user to request and modify dispute information for the selected line

12 Disputing Repeat Repair - Documentation The Add Products screen refreshes and displays the Last Repair Order#: field Step 4: Type the previous repair order number in the Last Repair Order#: field Step 5: Type additional information in the Additional Details: field if necessary Step 6: Click on

13 Disputing Repeat Repair Complete The Add Products screen refreshes and the dispute is documented in the Dispute Entitlement field in the Line Items section. Proceed with submission of the repair order NOTE: If documentation can be provided to support the dispute, the file can be attached to the repair line. Attaching supporting documentation assists with prompt resolution of the dispute. Refer to Attaching Supporting Documentation for steps to attach a document to the repair line 13

14 Attaching Supporting Documentation Select the Line Attaching documentation to support the dispute assists with prompt resolution. The following steps outline the process to attach documentation to a disputed repair line Step 1: Select the disputed repair line from the Line Items section Step 2: Click on 1 When the disputed repair line is selected, the dispute information displays in the Dispute? section 2 14

15 Attaching Supporting Document Add File The Add Products > Documents screen displays Step 3: Select the disputed repair line from the Line Items section Step 4: Click on and select the applicable file

16 Attaching Supporting Documentation File Selected The Documents screen refreshes and displays the selected file in the Add Documents section Step 5: Click on If the incorrect file was selected, the file can be deleted by selecting the file and clicking on DELETE 5 16

17 Attaching Supporting Documentation Complete The Add Products screen displays and the attachment is documented in the Attachment field in the Line Items section. Proceed with the submission of the repair order 17

18 ZEBRA Repair Order Portal Need help? Access Zebra.com > Support & Downloads for additional information and support