emea rma portal user guide€¦ · the rma portal is at and you will initially be taken to the...

EMEA RMA Portal User Guide

v2.2, December 2011

Intermec EMEA RMA Portal User Guide

Contents

1. Logging on to the Portal ......................................................................................................................................................................................... 3

2. Create RMA ............................................................................................................................................................................................................ 5

3. Track & Trace ....................................................................................................................................................................................................... 15

4. Change Password ................................................................................................................................................................................................. 20

v2.2, December 2011

1. Logging on to the Portal

As a user you will be assigned a login and password which will give you full permissions to carry out all of the tasks you need to create and track

your RMAs.

The RMA portal is at www.intermec-rma.com and you will initially be taken to the Returns and Repairs login screen.

The Portal operates in English,

French, German, Italian and

Spanish.

The Portal will start in the default language of your browser (or English if your browser default is not one of English, French, German, Italian and Spanish).

You can change the language

using the drop down list in the

top right hand corner.

Enter your username and

password and click ‘login’.

http://www.intermec-rma.com/

v2.2, December 2011

.

On the top right hand corner of

every screen you will find:

Option to change language

(to one of English, French,

German, Italian, Spanish)

A link to a ‘contacts’ page

which lists the user contact

email addresses within

Intermec EMEA

A ‘logout’ link which takes

you back to the login screen

After login you will be taken to

the initial user choices screen as

shown here.

v2.2, December 2011

click to expand and read the

repair terms and conditions

2. Create RMA

Click on the link ‘Create RMA’, you will be taken to the Request a Repair Authorisation screen.

In order to continue past this screen you must accept the repair terms and conditions.

You can …

click on the ‘I accept the Terms

and Conditions’ button [note

that by doing this you are

entering a contract with

Intermec]

v2.2, December 2011

After you click on click on the ‘I accept the Terms and Conditions’ button, you will be taken to the ‘select hub’ dialog. In the drop down list box

select the name of your country and click on the ‘next’ button. If your country is not listed, please use the Contacts list to contact Intermec.

By selecting your country and

clicking on Next you will be

taken to a screen where the

address is shown for you to

send your device to for repair.

The example shown here is for

an Italian customer

v2.2, December 2011

You are now at the Select serial numbers dialog.

Click on the ‘+ Add serial

number’ button to enter the

serial number of the device to

be repaired.

Note that EVERY device that is

to be returned for repair must

be entered in the Portal. For

example, to return four devices

for repair, use the ‘+ Add serial

number’ process four times.

v2.2, December 2011

You will be taken to the add serial number dialog.

Type in the serial number of the

device for repair. The Model

number and Model description

fields will be automatically

filled, as will the Warranty? and

Contract? fields. The dialog will

confirm that you have entered a

valid serial number.

Select the most appropriate

Fault from the drop down list

and in the Fault description box

enter any free text for

additional fault description or

comments that you wish to

record.

v2.2, December 2011

The check boxes next to

Warranty? And Contract?

Enable you to advise Intermec if

you believe to information

shown is wrong (e.g. if you

believe the device is on

Warranty even though the

Warranty? Text says NO).

After completing the input, click

on the ‘Add serial number’

button to confirm the entry.

Some customers have user-

defined fields available. If they

are available, they will appear in

this space.

v2.2, December 2011

Multiple devices can be added

by multiple uses of the Add

serial number button.

It is important that EVERY

device being returned for repair

is recorded on the Portal

BEFORE despatch to Intermec.

When details of each device to

be returned for repair have

been entered, click on the

‘Next’ button to proceed to the

‘select device return address’

dialog

v2.2, December 2011

‘Select device return address’ dialog

Note: please only input the

return address:

NAME1 : Company name (NOT

contact name – see below)

NAME 2 + Street : Address line 2

POSTAL CODE : post code (if any)

CITY

COUNTRY

Details of contact

name/phone are added on a

later screen.

Only use the Add address

button if the correct return

address is NOT listed. In this

case you will be prompted to

enter a new return address.

The return address should

already show in the list on

the page, so select the

correct address (it will then

be highlighted with a dark

blue colour) and press the

‘Next’ button.

v2.2, December 2011

‘Select billing address’ dialog

If the billing address appears in the list, select it (it

will be highlighted with a dark blue colour) and press

the ‘Next’ button.

If it does not appear in the list, please contact your

Intermec Service contact.

v2.2, December 2011

RMA Summary screen

This screen enables you to check that all the details entered are correct prior to submitting the RMA. If not use the Back button to move through the previous screens to correct the data.

The final step is to enter your contact details. This is

supplied to the carrier for the return shipment

following repair.

Enter the data and press Next.

When all the data is correct click

the ‘Confirm’ button.

v2.2, December 2011

Repair Order confirmation screen.

The serial number, return and billing

addresses you have selected or

created will be shown at the right

hand side of the screen.

For each device, the RMA number will

be shown along with warranty and

contract status. The status of the

order should be set to ‘OK’. If the

status is set to ‘Fail’ it means the RMS

has not been successfully created, in

this case you should try to create the

RMA again or call your Intermec

Click on the ‘Print PDF’ button to

create the RMA documentation in

PDF format. There will be one page

for each device being sent for repair.

Print two copies of this document.

One copy should be attached to the

device being returned and the other

attached to the outside of the

packaging with the ‘Send device to:’

address clearly visible.

Finally, use the ‘New order’ button to

start creating a new RMA or the

‘Logout’ button to return to the login

screen.

v2.2, December 2011

3. Track & Trace

Track & Trace enables you to monitor the progress of RMAs which have been entered into the Portal.

Click on the link ‘Track & Trace’, you will be taken to the Track & Trace screen.

You can search for an RMA using a range of criteria.

Two options enable you to search for individual devices:

For other search options, see next page.

Enter a specific device serial

number and click Search. Details

of all RMAs for that serial

number will be displayed.

Enter a specific RMA number and

click Search. Details of the RMA

will be displayed.

v2.2, December 2011

As well as searching for a specific RMA or Serial number, you can search for RMAs using a range of criteria.

All such selections must be for a

date range – date range for RMA

creation date, Goods In date

(date booking in at depot) or

Shipped (after repair) date can be

selected.

This can be further restricted to a

specific customer number, or

contract number, or country, or

depot (or any combination!)

v2.2, December 2011

The search will return a list of all RMAs that meet your selection criteria. The current status of the RMA is also shown.

You can download all the RMA

details to an Excel

spreadsheet.

You can open an individual

RMA record by clicking on the

magnifying glass icon at the

right hand end of the line.

The expanded display will

show RMA information, device

information and status history.

v2.2, December 2011

The RMA display shows all known information about the RMA and the device.

Contract number will only show if the device is on a service contract.

v2.2, December 2011

All the information from the track and trace summary page can be downloaded to an Excel spreadsheet

RMA No. Model No. Serial No. Customer IDCustomer name Contract Create date Receive date Date to quote Date quote accepted Ship date Status Status time POD date

IMN1321872910450 751A6100E800N803 15100601528 66045613 ADIDAS ESPAÃ‘A S.A. N/A 21/11/2011 11:55 21/11/2011 12:45 23/11/2011 15:23 Quote issued 23/11/2011 15:23

IMN1321859554750 CK3B10N00E100 30010958040 66042121 ETISCAN GMBH 40061353 21/11/2011 08:12 22/11/2011 10:56 23/11/2011 08:05 Delivered Accepted 24/11/2011 13:41 24/11/2011 13:41

IMN1321865814830 CK3B10M00E110 1111058226 66042121 ETISCAN GMBH 40061411 21/11/2011 09:57 22/11/2011 10:57 24/11/2011 07:52 Delivered Accepted 25/11/2011 13:43 25/11/2011 13:43

IMN1321878973940 CN2BA21E40004803 4810629032 66044849 GS FRACHTLOGISTIK GMBH 40062420 21/11/2011 13:36 22/11/2011 13:06 23/11/2011 12:08 Delivered Accepted 24/11/2011 12:35 24/11/2011 12:35

Repair information will show

after the repair is complete and

the device has shipped.

If the POD date has been

returned by the carrier then it

will show here also, but the

tracking number will enable

appropriate tracking of the

device.

All known major events in the

life of the repair will show here.

Customers can reprint the

original RMA papers if required.

v2.2, December 2011

4. Change Password

Change password enables you to change your Portal password so that it is unique to you. Within this dialog you can change the password for

the account that you are currently logged in on.

Click on the link ‘Change Password’, you will be taken to the Change Password screen.

You will be taken to the change password screen. Simply type in the old password and the new password (twice) and click on the ‘Change

Password’ button. Use the ‘Back’ button to return to the ‘Returns & Repairs’ screen.

emea rma portal user guide€¦ · the rma portal is at and you will initially be taken to the...

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