Aaron's RMA Fulfillment Process

Zendesk RMA Prep

1. Log into Zendesk.

2. Select "REX Tickets" under the "Views" tab.

3. Find the tickets that're tied to Aaron's from the "REX Tickets" results page.

   1. • • These tickets are organized in multiple pages and grouped by the "Support Category". You might need to cycle through these pages to find the Aaron's tickets. These tickets will be grouped under the "Support Category" label "Aaron's REX RMA Request". 

        • The results can also be filtered to only see "Aaron's REX RMA Request" tickets by doing the following:

          • • Select the blue "Filter" button on the top of the "REX Tickets" results page

            • Select the drop-down box labeled "Support Category" and select "Aaron's REX RMA Request"

The results should now show only tickets that have the "Support Category" label "Aaron's REX RMA Request" 

4. Select an RMA to fulfill. *** Start with the oldest ticket first ***

   1. • • Prioritize fulfilling tickets that have the status of "On-Hold".

        • If there're no tickets that have the status of "On-Hold", select the oldest ticket that has the status of "Open". 

Keep the Zendesk webpage open and create a new tab for the Aaron's REX Portal.

5. Log into Aaron's REX portal.

6. While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

7. Use the magnifying glass on the top right hand corner to search the RMA number that is being fulfilled.

8. Search the RMA that you selected in Zendesk (another UI will appear to the right side of the screen). 

9. Check the "Serial Number Verified" toggle

   1. • • If the "Serial Number Verified" toggle is showing "true", continue to step 10.

        • If the "Serial Number Verified" toggle is showing "false", stop and reach out to your manager.

10. Open another Aaron's REX tab and select the "Assets" option.

    1. • • Use the magnifying glass on the top right hand corner to search for the defective serial number tied to the RMA.

         • Select the searched asset (another UI will appear to the right side of the screen).

11. Return to Zendesk and confirm the status of the ticket that is tied to the REX RMA

    1. • • If the ticket in Zendesk has the status "Open", change the asset's status on the "Assets" REX page to the following:

           • •  Change the "Status" from "AT FACILITY" to "NOT RETURNED"

             • Continue to step 12

         • If the ticket in Zendesk has the status "On-Hold", the asset on the "Assets" REX page should already have the "Status" of "NOT RETURNED". Continue to step 12.

12. Return to the "RMA" section of Aaron's REX portal.

13. Identify the model needed for fulfillment. *** This can be located in the "Model" field in the REX RMA ***

14. Grab the appropriate model needed from the "Spare Pool" bin in REX storage.

15. Stage the device using the appropriate SOP. 

    1. • • • • DS8178 SOP for DS8178 staging and TC8300 SOP for TC8300 staging.

Proceed to the "REX RMA Update" section.

REX RMA Update

1. Go back to the RMA that is being fulfilled in Aaron's REX portal. If the RMA is not selected, follow the below steps to get you back to the RMA that you're trying to fulfill.

   1. • • While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

        • Use the magnifying glass on the top right hand corner to search the RMA number that is being fulfilled.

        • Select the searched RMA (another UI will appear to the right side of the screen). 

2. Using the new UI, scroll down until the blank "Replacement Serial Number" field is visible. 

3. Scan/Type the serial number of the device that was staged into the blank "Replacement Serial Number" field.

4. Select the green "Save" button when complete.

Leave this webpage open and proceed to the "Using the Aaron's RMAs and Assets Excel Sheet" section.

Using the Aaron's RMAs and Assets Excel Sheet

1. Open the Aaron's RMAs and Assets

2. Click on Custom Menu

3. Select Create Shipping Label/RMA Form

4. Enter in the RMA # in the "Enter the RMA #" box

   • • • Another UI will appear after a few seconds with a "Shipping Label" hyperlink and a "Package Instructions" hyperlink.

5. Open all hyperlinks and print them using the REX printers

   • • • Leave the "Shipping Label" and "Package Instructions" hyperlinks open

Proceed to the "Revisiting Zendesk & REX RMA" section.

Revisiting Zendesk & REX RMA

1. 1. Go back to the Zendesk and select the ticket that you're fulfilling.

   2. Select the "Apply Macro" option on the bottom left hand corner of the page.

   3. Type "Aarons RMA Fulfilled" and select the option. *** Once selected, Zendesk will create a public message with the values below that will need to be filled in with the information that was generated from the "Shipping Label" and "Package Instructions" hyperlinks you left open earlier ***

      • • The values to fill in for the replacement:

          • • Replacement Serial# = "Serial for the replacement" << Found in "Package Instructions" hyperlink or REX entry

            • FedEx Tracking# = "Ship-To FedEx tracking number" << Found in "Shipping Label" hyperlink

        • The values to fill in for the return:

          • • Damaged Unit Return Tracking# << Found in "Package Instructions" hyperlink next to the "Serial # to Return" field

            • Serial # to Return << "Defective serial number"

            • Your pickup is scheduled for << Found in "Package Instructions" hyperlink next to the "FedEx Pickup Date" field

            • Your confirmation # is << Found in "Package Instructions" hyperlink next to the "FedEx Pickup Confirmation" field

   4. Once these values are filled in, go back to the RMA that is being fulfilled in the Aaron's REX portal.

   5. Scroll down until you see the "Email" field.

   6. Copy the email address. 

   7. Go back to Zendesk.

   8. Select the "Noreply" option (Under the "Requester" field).

   9. Paste the email address that was copied from Aaron's REX portal. 

      • • Zendesk will generate the entry, allowing for the email option to be selected.

   10. Once the email address has been selected, double check the following fields and confirm the appropriate information was inserted:

       • • • • Replacement Serial # 

             • FedEx Tracking # 

             • Damaged Unit Return Tracking # 

             • Your pickup is scheduled for 

             • Your confirmation # is 

   11. Once confirmed, go back to Aaron's REX portal.

   12. Refresh the Aaron's REX portal and select REX RMA entry that you're fulfilling

       • • The entry should now show more fields filled in. Confirm the entry of the follow fields:

           • • Replacement Serial Number = "The staged device's serial number that you inserted and saved previously"

             • Tracking Number to Facility = "The ship-to tracking number from Aaron's RMAs and Assets" sheet

             • Tracking Number from Facility = "The return tracking number from Aaron's RMAs and Assets" sheet

   13. Once confirmed, change the RMA "Status" from "New" to "Fulfilled/ Awaiting RMA Return"

   14. Change the RMA Repair Status from "Blank" to "Pending Receipt"

   15. Select the green "Save" button when complete.

   16. Return to Zendesk and do a final check and match the tracking and replacement serial information from Zendesk with Aaron's REX portal entry. 

   17. Once confirmed, select the "V" option on the bottom right hand corner in the Zendesk ticket.

       • • This should bring up a few additional options.

         • Select "Solved". *** This will close the Zendesk ticket ***

Proceed to the "REX Asset Update" section.

REX Asset Update

1. Before leaving the RMA entry, note down the Location of the RMA entry. 

   1. • This value is located in a field named "Location" near the top of the RMA.

2. Select the "Assets" option in the Aaron's REX portal.

3. Use the magnifying glass on the top right hand corner to search for the asset (paste the serial number that was staged).

4. Select the searched asset (another UI will appear to the right side of the screen).

5. Check/Edit the following fields:

   1. • Location ID = Select the location based on what was noted from the RMA entry using the "v" option or type the location in the field and then select it when the option becomes available. *** If the location doesn't show up, stop and reach out to your manager ***

      • Status = Select "AT FACILITY"

6. Once complete, select the green "Save" button.

Proceed to the "Shipping the Device" section. 

Shipping the Device

If fulfilling with a DS8178 and the request was NOT a "New Device Shipment Request" (located under the "Problem Category" field in the REX RMA), please only ship out a replacement scanner. DO NOT INCLUDE A BASE.

If fulfilling with a DS8178 and the request was a "New Device Shipment Request", please ship out a replacement scanner and a base.

1. Grab a medium-large bubble wrap bag and place the replacement device inside. 

   1. • If the replacement device is already in a dedicated box, skip this step.

2. Place the return shipping label inside the box you intend to ship out; underneath the replacement device.

3. Add additional packing material if needed and seal the package.

4. Place the "Ship-to" label that was generated from the "Aaron's RMAs and Assets" sheet on the sealed package.

5. Place the sealed package on the FedEx pickup rack for pickup.

Proceed to the "Scheduling a FedEx Pickup" section

Scheduling a FedEx Pickup

Each day that Aaron's RMAs are fulfilled, a FedEx Express pickup should be scheduled.

1. Using a browser, connect to FedEx.com and log in. 

• User Name: sstid1

• Password: 30024Strategic@!

2. Hover over Shipping, and select "Schedule and Manage Pickups."

3. Select 'Schedule a Pickup'.

4. The default information should be the Strategic Systems address, but the Contact Name  and Phone Number should be completed.  Enter your name, and the company phone number (678-389-7200).

5. Under Package Information, select FedEx Express Pickup.

6. Enter the number of packages and estimated weight of the total.  *** The weight does not need to be exact ***

7. Select today as the Pickup Date.

8. Ensure that the Ready Time is correct, and update the Latest Time Available to 4PM.

9. Click "Schedule Pickup."

The Aaron's - RMA Fulfillment is Complete