MANAGE // CLAIMS & RETURNS TRAINING MANUAL

Transcription

1 MANAGE // CLAIMS & RETURNS TRAINING MANUAL

2 CONTENTS BASIC NAVIGATION RETURN REQUEST STARTING A NEW CLAIM 5 CREDIT REQUEST SEARCH AND ADD PRODUCTS 6 REVIEW AND SUBMIT CLAIM

3 BASIC NAVIGATION

4 BASIC NAVIGATION FUNDAMENTAL FUNCTIONALITY Click the icon to view Account Details, Show Intro Screen or Logout. Click the icon to access Help. () After logging in Nike.net.0, click Choose Activity. () Select MANAGE // Claims & Returns from the menu (). TIP Click on NIKE.NET in the top left of the header to exit Claims & Returns and return to your Nike.net homepage (). Nike, Inc. 05

5 BASIC NAVIGATION REVIEWING CLAIMS HOME SCREEN Click New Claim if a reset of the New Claim menu below is needed. () Start a New Claim by selecting and answering the questions to determine the correct claim type. () Select I know my claim type to begin a claim without the help guide () View and select requests created (unsubmitted) or submitted within the last 0 days (). NOTE: Claims will appear in the lists most recent at the top. View the details of a submitted claim or resume working on an unsubmitted claim by clicking on the orange claim type name (5). Nike, Inc

6 BASIC NAVIGATION REVIEW SUBMITTED CLAIM DETAILS To review claims you have submitted, click on the claim type (orange underline) from the Submitted claims list on the Claims and Returns Start page. () The claim information is available as it was originally submitted, including claim type () and original quantity and type of products included in the claim. () To view the current status of the claim, select the Claim Status link (). NOTE: Claim status will route you to a different application. To return to main Claims and Returns page, select Return to Start (5). 5 Nike, Inc. 05 6

7 STARTING A NEW CLAIM 7

8 STARTING NEW CLAIM USING CLAIM TYPE GUIDE Select the option which best describes the initial reason for the claim. () The next set of options will appear. The prior selection is listed at the top left in grey. Click on prior selection to return to previous options. () Make the next claim description selection. () NOTE: Click New Claim to reset New Claim Guide. Nike, Inc. 05 8

9 STARTING NEW CLAIM USING CLAIM TYPE GUIDE The options selected will determine the claim type. The selected decisions will appear above the claim type. Click on any prior decision to return to those options. () For instructions to proceed with a return request () go to page 6 of this training manual. Credit request () instructions can be found on page 0. Credit requests include consumer worn defective product, invoice claims, and delivery issues (missing products) Nike, Inc. 05 9

10 STARTING NEW CLAIM SELECT CLAIM TYPE From the home screen, select I know my claim type. () Select the claim type (Credit Request or Return Request) from the drop down menu. () Choose the claim type description. () NOTE: For specific claim type questions, see the Frequently Asked Questions in online help. Click Confirm to continue claim process. () Nike, Inc. 05 0

11 SEARCH AND SELECT PRODUCTS

12 INVOICE SEARCH BASIC Select search method from drop down menu. () Enter up to 00 numbers (one per line) in the search field. () Click the search icon to locate invoices and products. () NOTE To search by invoice date range and other criteria choose the Advanced Search option (). Nike, Inc. 05

13 INVOICE SEARCH ADVANCED Select the Advanced Search Link (). Choose a date range to search (). Use additional criteria to narrow the invoice search (). Select search (). 5 NOTE To return to the basic search select link Basic Invoice Search. (5) Nike, Inc. 05

14 SELECT PRODUCTS SELECT PRODUCTS Invoices which meet the search criteria are displayed below including the invoice number, quantity, and invoice net amount () Expand (+) or hide (-) products for an invoice (). Note: An invoice must first be expanded before it can be added to the claim. Select products to include in the claim. To select all products associated with an invoice, select the check box at the invoice level (). Choose Next (). NOTE Does not apply to consumer worn defective returns. See page 5 to select products for Returns Consumer Worn Defective. Nike, Inc. 05

15 SELECT PRODUCTS PRODUCTS NOT ON INVOICE If an invoice cannot be located or is more than the invoice date range ( months) you may add products using the style color numbers. From the Basic Search Page select Add Products Not on Invoice (). Enter products by style-color number to include in the claim. Note: Up to 500 style color numbers (one per line) may be entered at a time (). Select Add to Claim () and Next to continue (). NOTE You can also reach the Basic Search page from the Enter Quantities page by selecting Add More Products.

16 RETURN REQUEST 6

17 RETURN REQUEST START NEW CLAIM If the decision guide responses result in a return request, click confirm to continue claim process (). Use the Invoice Search and Select Product steps beginning on page to add products to the claim () Use the main menu to return to prior claim process step or start over with a New Claim (). Select Next to proceed ()

18 RETURN REQUEST ENTER QUANTITIES The quantity for each size invoiced is displayed. Enter the quantity for each product and size to be returned (). 5 Remove a product from the claim by selecting the icon (). To add more products or add products not associated with an invoice click on the link Add More Products (). Use the main menu to return to prior claim process step or start over with a New Claim (). Select Next to proceed (5)

19 RETURN REQUEST COMPLETING CLAIM DETAILS Add detailed description of claim reason, include a customer reference number, and total number of cartons to ship on a return. () Verify and update business contact information. Check box to use the same contact information for receiving contact, or add new receiving information. () Select the pick up address from the dropdown or fill in another address (). Choose Next () to review and submit claim (see instructions section 6). Nike, Inc NOTE Fields marked with an * must be completed to continue

20 5 CREDIT REQUEST 0

21 CREDIT REQUEST TYPES OF CREDIT REQUESTS If the decision guide responses result in a credit request, click confirm to continue claim process for each type of credit request. Specific instructions for each type of request begin on the page numbers below () Types of Credit Requests Invoice claims for wrong wholesale price (), or sales management negotiated adjustment () Delivery Claims for missing products () Nike, Inc. 05

22 CREDIT REQUEST START NEW CLAIM If the decision guide responses result in a return request, click confirm to continue claim process (). Use the Invoice Search and Select Product steps beginning on page to add products to the claim () Use the main menu to return to prior claim process step or start over with a New Claim (). Select Next to proceed ()

23 CREDIT REQUEST INVOICE CLAIM For a credit request on an invoice claim enter the expected invoice information. Products can be removed from the claim by selecting the Wrong Price: Enter the expected invoice price for each item on an wrong price claim (). The actual invoiced price is listed next to each product (). Negotiated Discount The actual invoice discount is displayed next to each item (). Enter the expected discount next to individual products () or at the invoice level and select Apply to All (5). 5 Click Next () to complete the claim (see instructions page 5).

24 CREDIT REQUEST MISSING PRODUCTS ENTER QUANTITIES The quantity for each size invoiced is displayed. Enter the quantity for each product and size to be returned (). Remove a product from the claim by selecting the icon (). To add more products or add products not associated with an invoice click on the link Add More Products (). Click Next () to complete the claim (see instructions section 6).

25 COMPLETING CLAIM CLAIM INFORMATION Add detailed description of claim reason and customer reference number. () Verify and update business contact information. () Next () to review and submit the claim (see instructions section 6). Nike, Inc. 05 5

26 6 REVIEW AND SUBMIT CLAIM 6

27 COMPLETING CLAIM REVIEW CLAIM DETAILS Verify claim information is correct: Claim type and sold to information. () 5 Claim information including description and contact information. () Total product quantities by category. () Revise any option by selecting from the claim steps above () or choosing the icon Select Submit. (5) Nike, Inc. 05 7

28 REVIEW AND SUBMIT REQUEST SUBMITTING CLAIM From the Review Claim page select the Submit option (). A confirmation box will be displayed, choose Submit claim (). Review the submitted claim details () and choose to Start a New claim or View Claim Details ().

29 REVIEW AND SUBMIT REQUEST CONFIRMATION After submitting your return claim, you will receive a confirmation within to business days. The confirmation will include your claim number (), total invoices and new value (), and Sold-To information (). The information in the claim confirmation can be used to obtain the claim status.