Embedded Files
- This tab is used to process replacements—for both entire units and replacement parts of products. All items we ship to customers are brand-new.
- Thoroughly fill in each cell, double-checking information is correct (ex: correct address; when sending replacement parts, be specific).
- Use the customer's invoice to complete each replacement request. See Amazon tab, section "Invoice Examples."
- Even if an order is LLC, we can still send replacement parts. See Warranty tab and refer to "Warranty Situational Breakdown" chart.
- When issuing a replacement, search for the Order ID or name using ctrl + F (to verify that a replacement has not yet been sent). The China team will not send duplicates, or lines that repeat. (Each line is checked and fulfilled by the China team.)
- At the beginning of each day, scroll up to double-check previous entries. If there is an error (wrong address/SKU, double entry, item is out of stock, etc.), the China team will leave a note and not fulfill the request.
- Once an order has shipped, we can look up the shipping information on ShipStation. See ShipStation tab.
Note: If any changes need to be made (ex: customer's address changed), let the logistics team know before 2:00 PM. Otherwise, the shipment will be delayed by a day
RMA Header
This column indicates the code for a replacement; usually, it will be "R-0000." This means that we are sending a replacement without first receiving anything from the customer. Please see the "RMA Acronyms" chart.
Buyer
Name of the buyer/customer, or owner of the product (i.e. it could have been gifted to them). This name should match the name in the "Shipping Information" column.
Order ID
Order # of the item, which will be formatted differently depending on the channel.
(Canadian Amazon orders start with "7.")
Amazon (17 digits)Walmart (13 digits)Etekcity.com (14 digits)eBay (5 or 6 digits)Houzz (16 digits)
(Canadian Amazon orders start with "7.")
Amazon (17 digits)Walmart (13 digits)Etekcity.com (14 digits)eBay (5 or 6 digits)Houzz (16 digits)
SKU
The SKU (Stock Keeping Unit) is the item model-specific identification code. See ERP tab. It must match the item line on the invoice.
QTY
This column refers to the quantity of the original purchase (per SKU). Ex: a customer purchased "HTHOHIHT08D" (WiFi outlet 3-pack), and we are replacing two outlets—we would still enter "1" and specify we are only sending two outlets, not the entire SKU (which is for a 3-pack). See ERP tab.
Channel
The seller. Ex: "Amazon" (if we sold it), "AmazonLLC" if it was sold by Amazon.com Services, Inc.
Replacement SKU - specify qty
For entire SKU replacements, use "X." When sending replacement parts, be very specific (describe the item or include the amount we are sending—ex: "two replacement outlets").
Shipping Information
Recipients address. Note: the recipient may have a different address from their invoice. Always double-check you are entering the correct address. Ex: purchaser's address, billing address, and item-owner's address may all be different.
Replacement Date
The date of entry.
Processed By
Your name.
Shipped By
This column will be completed by the China team (that evening), indicating if that row has been shipped or not. In the instance of an error, they will leave a note.
Notes
We can use this column for specific instructions; ex: "please expedite shipping", or to note the customer's contact information. The China team may also leave a note in this column if there is an issue with the entry.
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