Pending Returns
As a Field Technician, you have the ability to digitally sign for a pending return.
Navigate to Pending Returns
- Select “Return” from the carousel at the top of the page.
- Click on “Pending Returns” from the home menu.
Understanding Pending Returns
All drop-off returns are in order by date with the most current date at the top of the page.
- Each card represents a return. All returns have:
- Appointment date & time
- Return Number
- Return Status Pill
Understanding Pending Drop-off Returns
- Drop Off Details
- Material(s) you are returning.
- Over/Under RMA Details
- Appointment Standard Details
- Damaged Item Details
- You will digitally sign for the material, replacing the physical signature on the packing slip. This will be stored as half of the digital handshake acknowledging acceptance and initiating the exchange of custody.
- After signing, you will select ‘Complete Return’ to complete the return order.
*Users have the ability to export the return details to the device in use.
Understanding Pending Drop-off Returns
- Drop Off Details
- Material(s) you are returning.
- A pending return will display ‘Awaiting MSL Receipt’ if the MSL agent has not signed off on the return.
- Select the ‘Expedite Drop Off’ to bypass the MSL agent action and pre-sign your acceptance of their receipt.
- Select the ‘Modify Appointment’ button to modify the order, this will place the return in a draft status.
- Select the ‘Cancel Appointment’ button to cancel the request and take you back to the ‘Create Return Request’ home page.
Expedited Drop Off Agreement
Please read the drop off agreement. After reading the agreement, select ‘I Acknowledge’ to digitally sign and complete the return.
Understanding Pending Drop-off Returns
- Drop Off Details
- Material(s) you are returning.
- Over/Under RMA Details
- Appointment Standard Details
- Damaged Item Details
- You will digitally sign for the material, replacing the physical signature on the packing slip. This will be stored as half of the digital handshake acknowledging acceptance and initiating the exchange of custody.
- After signing, you will select ‘Complete Return’ to complete the return order.
*Users have the ability to export the return details to the device in use.
Understanding Over/Under Return Details
Select the Over/Under RMA dropdown to view the details regarding any material brought back that is over or under the expected amount listed in the RMA.
Over/Under status’:
No under/over material
Under material (also if both over and over)
Over material
Understanding Return Appointment Standards
Select the Appointment Standards dropdown to view the results of the MSL employee’s validation that the material returned met the return appointment standards.
- Appointment Standard Icons:
- Approved
- Failed
*Users have the ability to export the appointment standard results.
Understanding Damaged Item Details
Select the Damaged Item dropdown to view the items that were marked as damaged when received at the MSL during the return appointment.
Damaged Item details include SKU, Return Label, Asset Tag (if applicable), and Serial Number (if applicable).
Return Complete
After completing a return, you will be taken back to the ‘Home’ screen.
You will receive a confirmation toast at the bottom of the screen stating that the ‘return successfully complete’.
Modify/Cancel an Appointment
After completing a return, you will be taken back to the ‘Home’ screen.
You will receive a confirmation toast at the bottom of the screen stating that the ‘return successfully complete’.
- Return Details
- Select the ‘Modify Appointment button to modify an appointment
- Select the ‘Cancel Appointment button to cancel an appointment
Confirm Modification
Select the ‘Modify Appointment’ button to modify your return appointment.
Modifying a Draft Return
- Select “Create Return Request” from the home menu. The return you would like to modify can be seen in your ‘Draft Returns’ with an ‘In-Cart’ status.
- Select the draft and choose the ‘Select Return Method’ button to update the return method.
Submit for TMO Approval
Modify the Return Method or MSL drop-off location for the return using the dropdown. Select the ‘Submit Return Method’ button to submit your request for TMO review.
*All modifications to an RMA must be approved by TMO.
Confirm Modification
To cancel an RMA select the ‘Yes, cancel’ button to confirm cancellation.
Appointment Cancelled
After submitting a return request, you will be taken back to the ‘Pending Returns’ home screen. A message will appear on the home screen to show that the appointment was successfully cancelled.
Understanding Pending Shipment Returns
All shipment returns are in order by date with the most current date at the top of the page.
- Each card represents a return. All returns have:
- Appointment date & time
- Return Number
- Return Status Pill
Understanding Pending Shipment Returns
Within the selected Return Card you are able to view all information about this open return.
- Return ID
- Pick-up contact information
- Pick-up location
- Pick-up appointment date/time
- Trucking Company (green check mark means the carrier has confirmed the pickup)
- Site ID(s)
- Material (Pallet/Cabinet count)
- Select ‘Truck Loaded’ to complete return
After a truck has been loaded, select the ‘Truck Loaded’ button to mark the return as completed.
*All returns will remain visible for at least 1 year. Archiving policy to be determined.
Understanding Pending Shipment Returns
After pressing the ‘Truck Loaded’ button on the previous screen, confirm the decision to complete the return.
Understanding Pending Shipment Returns
After confirming ‘Truck Loaded’, you will be taken back to the ‘Home’ screen. The return will moved to ‘Completed Returns’.
You will receive a confirmation toast at the bottom of the screen stating that ‘Return ID has been loaded’
Understanding Pending Tech Returns
All returns are in order by date created with the most current date at the top of the page.
- Each card represents a return. All returns have:
- TMS/TMP number
- Date Created