RMA > Return Merchandise Authorization
RR > Return and Replace
"Replace is an option in Opsware" > A physical Link in the original phone order (OW) that allows us to trigger an RR.
SIM Type > We should be selecting the SIM type based off of the network the member has experience with and the phone type we are sending. For example, if a member's CDMA Moto G5 Plus starts acting up and needs to be replaced through warranty, we want to be sure to send them a CDMA CSIM card as opposed to a GSM SIM card.
A-stock > Brand new device (phones w/in 14 days of purchase that we SWAP or missing in shipment LOST/STOLEN/DAMAGED)
B-stock > (Refurbished - Republic Wireless Certified Pre-owned phones (a.k.a. B-stock or refurbished phones) may have been used for testing or tried by a customer and returned to us, but can't be sold as new, and are available for reactivation with our service.
Certified Pre-owned phones are put through a rigorous 50+ point inspection process, and they will only pass this process if they are in fine cosmetic and operational "like new" condition. Certified Pre-owned phones come as originally packaged and include all box contents.
NOTE: We no longer provide replacements (or outright B-stock purchases) for Legacy phones.
Defect reason > When processing a warranty-related swap, supply chain will check the phone for user-caused damages/defects. It's important to accurately describe the issue the phone is being replaced for so that the member isn't charged for the defect that is not their fault.
Awaiting Equipment = We are requesting the member to return their phone. All SWAP RMAs we need to have the original phone returned to us
Equipment Not Returned = The phone is lost in transit, or is otherwise not going to be returned to us (must be an exception or Lost in delivery)
Charge Behavior >
Charge for Damage/Obey Guarantee (as per our Return and Replacement policy: https://help.republicwireless.com/hc/en-us/articles/115007166547-Return-and-Replacement-Policy)
Charge for Replacement = we only ever choose this if we are selling someone a b-stock replacement as part of lost/stolen/damaged. Members should not be charged for SWAP RMA replacement devices.
Do Not Charge For Replacement = Member will not be charged for damage to a returning phone. Must be used when a phone is lost in shipping, etc.
Kitted - A "kitted" phone is one where the SIM card is shipped with the card already installed in the phone. Because we currently sell GSM SIM cards (for BYOP) some 3.0 GSM phones, either A or B stock will ship with the SIM card in the packaging, but not in the phone itself. The member will need to locate the SIM card in order to activate their phone. To check which phones are kitted vs unkitted, see the doc: Unkitted Status for All GSM Phones
All CDMA phones (1/2.0 or 3.0) will come with the SIM card pre-installed.
Before a Swap RMA
Before a warranty RMA can be processed, TAC agents will have completed troubleshooting with the member. If this troubleshooting does not ultimately resolve the issue a TAC agent will request an RMA with a summary of issue/TS complete, and a member of the TAC leadership team will have approved the RMA and identified CTI code(s).
When viewing the ticket in ZD after an RMA has been approved, you'll note that fields in the left have been edited to indicate:
Swap (warranty-related, this means the member will send their problematic phone back to us)
Replace (we will not be receiving the original phone back)
Part (the member needs a SIM card or charger)
Accessory Return (the member is returning an accessory)
This is a general topic describing the issue and includes: Bluetooth, Camera, Cellular, Charging Port, Display, and other general hardware descriptions.
Outlined here, and based off of RMA reason: Click on CTI Codes https://noodle.republicwireless.com/agent/agent_docs/customer_advocacy/how_to_a_guide_to_processing_an_rma#CTI%20Code%20&%20RMA%20Field%20Choices
Internal 14 Day Warranty
Post 14 Day Warranty
No Warranty Customer Purchase - BYOP
The TAC mentor/lead will then communicate to the member that we will need to replace their device; at this time they verify the member's preferred shipping address, the phone number of the phone we are replacing (as a final check that we're replacing the correct phone) and further instructions on returning the defective device to our return center:
This macro used by the mentor/lead will trigger the ticket to be routed to the RMA queue PENDING response, as a SWAP. When the member replies with the requested information, we are then ready to view the ticket in Views> Queues:: RMA as a an RMA Type: Swap:
While we begin to follow the SOP for processing an RMA, we need to remember to identify certain information in order to process a SWAP replacement correctly:
- The phone (model/color/GB/GSM or CDMA) we are replacing and its original order
- If we replacing the phone with an A or B stock replacement (if originally purchased w/in 14 days - A-stock. B-stock w/in 1 year)
- If the RMA has been approved and if so, are there any special considerations noted in the ticket
Within the ticket you'll find the IMEI/MEID that TAC was troubleshooting and was approved to be replaced. This is typically located in the RMA Request Form:
Or in the RMA Review:
Before a Lost/Stolen/Damaged Replacement & Research
There are a few situations where we use the process of Replacing a phone. This varies from a SWAP because we are only sending out a phone, we're not receiving one in return.
As you notes from the SWAP SOP process, while setting up the RR/RMA we are the ones who let the system know if 1) a phone is being returned to us 2) the member will be charged for damages to the phone coming back to us, and 3) we are charging the member for the replacement.
In Lost/Stolen/Damaged Replacement the original phone is not coming back to us (unless damaged in shipping and they should/cannot be charged for a "returning phone." If we're charging the member for a replacement, it's because we can't replace the phone under warranty but we can help them out by offering eligible members b-stock options.
Upcoming are examples of research prior to process a Lost/Stolen/Damaged Replacement:
Lost/Stolen/Damaged (Not Member's Fault i.e. during shipping)
Lost/Stolen/Damaged (member's fault, eligible for purchasing a b-stock)
Lost/Stolen/Damaged (Not Member's Fault i.e. during shipping)
These situations are covered in Shipping Issues, Forward Logistics and How to Process an RMA but we'll cover them here in brief. Identifying a lost in shipment or delivered but not received is straight forward.
A member writes in to tell us that their order has not been delivered, but it's been longer than times listed in our Shipping information page.
To verify that the order has been lost/stolen prior to receipt by member:
1. Locate the member's order from OW by directing to the Orders tab:
2. Orders of phones or big ticket items will always appear as One-Time Charge, and typically more than $70; clicking the Order Number will take you into the order details:
3. Here, in Order Details we look at the item(s) purchased, and open the tracking information link "in a new a tab."
4. With the tracking open in a new tab, click on the Transaction Details in OW to see Date Shipped:
5. Verify that the phone is not active on another service line by clicking on the Model listed in the Order to be taken to Device Records:
In the ticket, you're going want to link to the order, the tracking information and now verify that the tracking shows the package delivered, Package is Awaiting Pick-Up Scan, Location Currently Un-Available or Carrier is Investigating as Lost Shipment (these situation may require slightly different processes beyond replacing the member's lost/stolen phone).
In this case, tracking shows us that the package was delivered 2/1/2017:
Today is 2/2/17 so it's been nearly a business day.
In preparing for our reply to the member, we will change the ticket from Question to Task and set a due date of 2 business days out. We'll want to ask the member to search surrounding areas, including around the home, bushes, with neighbors or a leasing office.We need to wait two business days to allow time for package to resurface.
Submit the Ticket On-Hold without a "hold" tag.
The member has checked around for two business days, but the phone is still no where to be found. We want to get the member set up as quickly as possible with an a-stock replacement.
Before processing the RMA, for Lost/Stolen/Damaged related to shipping, we need to report it to Forward Logistics using this Google form: https://docs.google.com/a/republicwireless.com/forms/d/e/1FAIpQLSfpDJmtHoHFDYWaIQK6KcoEyQ25rbmRzRMblLKwQRHldULbVw/viewform?c=0&w=1
Lost/Stolen/Damaged Replacement (member's fault, eligible for purchasing a b-stock)
We have a special stock of b-stock phones that we hold and offer to members who have service lines that may or may not have had multiple devices on them, but have never been canceled. While it sounds confusing, identifying whether or not we can offer a b-stock device to a member is as simple as viewing Purchase orders for either the lost/stolen/damaged device associated with the service line that has Replace as an option or even a deactivated phone w/Replace as an option. Ex:
Direct to the member's Opsware account, identify the device with an issue and make an internal/mental note of the service line ID. The easiest way to do this is remember the last 4 digits of the SL ID:
Then, direct to the Account Timeline tab:
Match the Target ID that includes the SL ID, and click on the Order Number:
If the order has "Replace" as an option, then make an internal note including the order number and that replace is an option.
If "Replace" is not an option, send: Lost or Stolen or Damaged Phone options -MotoMaker Phones.
Send the member the macro: technical assistance > Escalation/Transfer > full reply > Moto Care (help) MotoCare - Damaged Repair
It appears that there is some form of physical or cosmetic damage to your device. In situations such as this, your device may be able to be repaired (however, this is not a service that Republic Wireless offers at this time).
Motorola may be able to repair this device for you, but you would need to contact them directly for help. There are a few different ways to contact Motorola:
- The Device Help app on your phone
- Live chat assistance
- Call support at: 800-734-5870 (Mon-Fri 7AM-10PM; Sat-Sun 9AM-6PM CST).
If you would rather purchase a new or replacement device directly from Republic Wireless instead, or have any further questions, please let us know. We would be happy to give you those options and prices.
Please note that we only offer 3.0 B-stock phones. We also do not accept returns for B-stock replacements, as all purchases are final. (If a B-stock phone received as a replacement does turn out to be defective as well, we may replace it if the ORIGINAL phone is within its 1-year guarantee.)
If the phone being replaced is in the 14 day money back guarantee, what kind of phone will we typically send them?
If the phone being replaced was purchased 6 months ago, what kind of phone will we typically send them?
- Trick question: No phone will be sent.
What kind of phone will we send as a replacement if the member is requesting to have their phone replaced which they bought 2 years ago?
- No phone will be sent, as the phone is outside of both the guarantee and the warranty periods. This would only be considered in courtesy situations.