1. Function Introduction
This part is the actual processing of after-sales cases. All after-sales service centers are involved in the operation of this part. The following figure shows the functional division of the RMA interface.
2. Operation
1. Enter the Hollyland after-sales service system and log in using the after-sales account issued by Hollyland.
2. Go to My Work-02-RMA and select the RMA number of the corresponding case.
3. When the service center first receives the RMA, the repair case should be in the Customer Shipping status. If the customer mails the item by themselves, this step will be completed automatically. If the customer provides logistics information or brings the device to the service center, click Fill in shipping information in the upper right corner to fill it in.
4. Select the corresponding logistics company or choose no logistics, and then fill in the tracking number.
5. When the status is Old Parts Received, you can sign for it according to the actual situation. Click the Signing off button at the bottom of the page.
6. Confirm whether the product information is correct, fill in the boxes with “*”, and determine whether the packaging is damaged. If it is damaged, you need to upload an attachment. Fill in the received goods in Remark, including the quantity and product status.
7. After signing, the status will be transferred to the Provider Shipping step.
8. Scroll down the page to proceed to the Testing page.
9. The picture shows the Testing page. It is necessary to check the product information and faults, and complete the information in the second red box based on the inspection results.
10. Structures artificially damaged: If human damage is found, select "Yes" and upload the traces of human damage.
Recurrence the Problems or not: If you cannot recurrence the problem, you need to upload a video or picture to prove it.
Are new issues discovered: If there are other faults not specified, you also need to upload videos or pictures.
11. Then enter the Maintenance section.
12. In the Repair Ticket, click Service Report, select Materials used or not, and add the spare parts used according to the usage of the repair materials. And record the completion memo according to the maintenance situation.
13. Next, double-click the service item to record the maintenance operation method used.
14. Select the maintenance method in the Service items in the pop-up window and save.
15. The following figure shows the interface for adding materials. Search for materials in New Parts and determine the corresponding quantity. For better record the product information, please fill out the SN of New Parts.
16. Then, click complete in the upper right corner to complete the maintenance process.
17. After the repair is completed, a quality inspection is required to ensure that the device functions normally. Click the Quality Control button in the upper right corner and enter the test results. If the function is abnormal, it will return to the maintain step.
18. After completing the quality inspection, you can arrange shipment for the customer. Click the blue Shipping button.
19. Select the corresponding courier, fill in the tracking number, and upload the courier bill. If the customer picks up the package by themselves, select "No Logistics".
20. When the shipment is completed, the customer signs for the goods and confirms receipt, and the case is processed. If the customer does not sign for the goods manually, the system will automatically close the case after 7 days.
21. If the customer comes to pick up the package, or if the customer has signed for it, you can complete the process by Sign for the customer.
22. Finally, the RMA process is complete.
3. Exchange Goods - No Need to Receive the Old ( Directly Parts Sending)
1. Go to My Work-02-RMA and select the RMA number of the Exchange Goods - No Need to Receive the Old case.
2. For the Exchange Goods - No Need to Receive the Old case, there is only a three-step process.
3. Double click the Product information to confirm that the product name has been filled in.
4. Product Name can be queried through 🔍.
5. After filling in the product information, click [Sending New Prices] to apply for new spare parts.
6. In the Spare Parts Request Form, you need to confirm the corresponding Service Station and the warehouse to be shipped, which is usually the Quality Goods Warehouse of the Service Station. Remarks you can fill in the memo information.
7. Double-click Parts Application Details , select the name of the spare part to be requested, and the quantity to be used.
8. After completing the Parts Application Details, you can Save and Submit the application page.
9. After the spare parts application is submitted, you can Generate Outbound Orders.
10. Next, you can ship the new spare parts. Click the Receive page and select the blue Stock Out No.
11. Remember to record the SN of the new spare part into the system in the outbound order.
12. Click Ship to fill in the logistics company and tracking number. After filling in the form, click Confirm.
13. At this point, the Exchange Goods - No Need to Receive the Old process is completed. The case will be automatically closed after confirmation of receipt or over 7 days.
4. Quote (For Out of Warranty)
1. For out of warranty cases, a quotation needs to be provided to the customer after the repair is completed and before shipment. Click the Quote button in the upper right corner.
2. First, scroll down the page and add the after-sales spare parts used in Quotation Details.
3. Next, select Spare Parts Name, Price Type is Retail Price. Unit Price after discount can be automatically loaded. If the price cannot be popped up temporarily, you can search by E. Parts Price and fill it in manually here.
4. Fill in the corresponding labor and shipping fees. Each service center can set its own discounts and currencies. Write the payee and account number in Collection methods.
5. After the quotation is reviewed by Hollyland headquarters, it will display Approved.
6. You can enter the quotation to send the quotation to the customer.
7. After receiving the payment certificate, it proves that the customer has completed the payment and the shipment can be arranged. The subsequent steps are the same as the warranty case.