Return Processes
OBF
Out of Box Failure, is a process used to refund customer’s faulty machines. The first step before validating an OBF is to make sure that at least one of the conditions below is true :
Conditions:
When a technician could not install a new machine due to machine information or
When recurrent failed self-installation is reported by call center:
Scope:
OBF concerns only failure occurred during machine installation or failure ocurred 5 days after due completion of the machine installation. To validate this scope, please data-text="check the installation date of the machine"/>check the installation date of the machine. All the countries (NIO & Dealers) are included in the OBF Process. OBF Process concerns Mailing Systems & Addressing Systems.
Management:
After investigation, if you confirm that the problem submitted by the customer respects conditions and scope above, please follow the actions below : - Ask the NIO to create an ARES ticket about the issue (if it is not already done). - Define whether there is a need to return the machine to supply chain or not
IPSS escalates the AR to supply chain:
When the ticket is created and assigned to yourself, please follow the actions below : - Transform the ARES ticket into OBF. If you don’t know how to do it, click on data-text="show me how to do it"/>show me how to do it.
- Make sure that the ARES ticket is fully documented (serial N°, description, pictures, video’s, SW revision).
- Make sure that it is clearly mentioned on the AR whether the machine will be returned or not.
Credit Note:
If the OBF is confirmed at supply chain, the credit note will be created. As Launcher, make sure that the credit note has been created and then send it to the dealer.
RMA
Return Machine Authorization is a process used to refund customer’s faulty machines. The first step before validating RMA is to make sure that at least one of the conditions below is true :
Conditions:
- When a serviceable machine could definitely not be repaired by the NIO or IPSS. Or
- When an expertise is required. Or
- The machine is repairable by the factory.
Scope:
- IPSS to consider whether it is worth returning the machine or not, depending on the machine’s condition (installation date, number of cycles, error description,…).
- All the countries (NIO & Dealers) are included in the RMA Process.
- RMA Process concerns Mailing & Addressing Systems.
Management:
After investigation, if you confirm that the problem submitted by the customer respects conditions and scope above, please follow the actions below :
- Ask the NIO to create an ARES ticket about the issue (if it is not already done).
- Define whether there is a need to return the machine to supply chain or not.
IPSS escalates the AR to supply chain:
When the ticket is created and assigned to yourself, please follow the actions below : - Turn the ARES ticket into RMA. If you don’t know how to do it, click on data-text="show me how to do it"/>show me how to do it - Make sure that the ARES ticket is fully documented (serial N°, description, pictures, video’s, SW revision).
Credit Note:
If the RMA is confirmed at supply chain, the credit note will be created. As Launcher, you must check that the credit note has been created and send it to the dealer. NB : The credit note creation would depend on the warranty condition described in a specific slide. If the machine is not under warranty the reparation will be invoiced if the quotation is accepted by the customer.
PSD & Machine return
Return Machine Authorization is a process used to refund customer’s faulty machines. The first step before validating RMA is to make sure that at least one of the conditions below is true :
Conditions:
- Request from IPSS to return one machine for investigation by IPSS/R&D
- Not for repair (please refer to RMA)
Scope:
- NIO and Dealers
- Only Mailing System and Addressing System
Management:
After investigation, if you confirm that the problem submitted by the customer respects conditions and scope above, please follow the actions below : - Ask the NIO to create an ARES ticket about the issue (if it is not already done). - Define whether there is a need to return the machine to supply chain or not.
Credit Note:
- All machines or spare parts sent to Bagneux for investigation are refund to the customer.
- Credit Note must be filled in by the AR owner (Fichier I/Retour client/Return Device)