Ingram Micro UK CS eRMA help guide

1. Ingram Micro UK CSeRMA help guide Sven Oezel & Homan Dehnadfar

2. eRMA / RMA All RMA related inquiries are managed by IM CS team, Dell CS team log the queries via the eRMA tool and/or alternatively by email communication when necessary. This ensures all the required information is provided and consequently a faster resolution. Approximately 85% of the queries logged via eRMA are booked within 24h, in comparison to the normal IM CS team SLA of 48h. Customer.Services@ingrammicro.co.uk

3. eRMA / RMA The eRMAhome page (accessed via IMUK webpage) provides convenient links to resources you require to be prepared to enter a successful eRMA. Please note that with immediate effect ALL discrepancies and RMA requests MUST be logged on the ERMA tool within 5 working days from date of invoice. RMAs will now remain open for 5 days from date of issue Before requesting an eRMA you may find our Warranty Matrix a useful guide to establishing first point of contact for faulty items. Your return request will be automatically validated against Ingram Micro Terms and Conditions and Vendor Return Policies. You will receive on-line confirmation of approved or rejected requests. If your request requires further investigation by our Customer Service department, it will be assigned a pending status, and you will be advised via email when the request has been approved or rejected.

4. Access the eRMA home page From the My orders menu, click on E-RMA Note: Dell have separate accounts for the UK(20-xxxxx-xx) and Ireland (34-xxxxx-xx), it is imperative the requests are logged under the corresponding account.

5. Access the eRMA home page Important…Before requesting an RMA, you MUST read this page first including the warranty matrix for first point of contact.

6. The following return types can be processed via the eRMAtool: Type of returns; • Short shipments • Stock balance • Defective product • Incomplete product • Damaged product • Wrong sale • Duplicate shipment • Customer error • All other types of return or investigations should be requested using the following return types: • Lost shipment - please select "short shipment" • Wrong warehouse - please select "wrong sale" • Over shipment - please select "wrong sale" • Vendor error - please select "wrong sale" • Wrong technical - please select "wrong sale" *** reason code definitions available in notes

7. Step 1: Agree to Terms and Conditions of Use Users of the ERMA tool are required to accept the terms of use before proceeding with requests. Please Note: Ingram Micro reserves the right to refuse delivery if returns do not meet published Terms and Conditions. Processing fees may be incurred for failure to adhere to requirements. It is important that ERMA users understand and follow Ingram Micro’s Terms and Conditions of Sale and the Manufacturer’s Vendor Return Policies. Reviewing these two documents will avoid delay in RMA processing and ensure a quick and easy RMA request entry

8. Step 1: Agree to Terms and Conditions of Use Profile and Search Invoice / P.O. Confirm Profile – Please confirm or complete your profile through the User Profile tool. Entries made in the tool will auto-populate in ERMA fields requiring contact information. E-mail alert message options can be selected from this tool as well. User Profile information must be complete prior to using the ERMA tool. Find Serial Numbers Order Detail, including serial numbers, can be found on the Order Detail Page or on the product packaging or documentation. Order detail 20-12345-11 Cordless Optical Mouse 20-12345-11 Product serial numbers are listed on Order Detail. The Order Status tool can locate orders containing product serial numbers matching those of the returning product. Serial numbers can be found on the product’scarton, packaging or documentation.

9. STEP 2: Confirm Profile and Search Invoice / P.O. Account Information and Contact Details – Account information is displayed for confirmation purposes and to provide the option of overriding the information (current request only) without changing the User Profile. In other words, contact information may differ from the RMA requester and the subsequent contact person. Go to Profile – Go to Profile: User Profile information must be complete prior to using the ERMA tool. Using this tool will permanently change the profile and the current request. • RMA Entry – RMA requests the identification of the following: • Type of return – Types found in the dropdown list (definitions on the ERMA Home page) • Your Reference Number – Number supplied by the user as a personal tracking number • Customer PO Number – Enter the original Purchase Order number listing the product to be returned • Invoice Number – Enter the original invoice number listing the product to be returned Type of Return – Return Type definitions can be found on slide 3, in the Return Information > Types of Return section or see the eRMAHome page. Invoice Number and Customer PO Number – Only one search field can be populated for each given search. Please choose one only. Search Invoice – Selecting the Search Invoice button will return matching original invoices. Users must select invoices containing the respective serial numbers

10. STEP 3: Select products to return and identify serialnumbers After locating your invoice, you are ready to determine the serial number of the product you wish to return. Plus “+” Tab, Returning Quantity and Serial Check Box – The plus tab will expand the given order to reveal serial numbers. Enter the returning quantity and check the selection box as required. A selection box is provided for choosing the matching serial number. Add to RMA – Clicking the Add to RMA button will add the returning product selection and quantities to the RMA request. Space will be provided on the next page for entry of any serial numbers not listed. Returns will be rejected upon receipt if the product serial number does not match the serial number listed on the RMA.

11. STEP 4: Confirm Product/Box Condition and Submit Multiple products can be returned on the same RMA request. Each product that was added to the Items to Return list must have a detailed fault description. When you have completed your list, please confirm that the product description, serial number and returning quantity are in line with the invoice numbers. Please ensure you state the need for a replacement. (Do not order replacement product yourself if this option is chosen.) Additionally, you are provided with the option to include comments, End-User Sale Date and Vendor Authorization Numbers. Button functions include: • Cancel– Voids RMA session. • Back– Returns to previous page. • RemoveItem – Deletes corresponding returning product from Items to Return list. • AddProduct– Allows additional entries, but requires another invoice search. • SubmitRMA– Processes the sum of entries at this point to produce an RMA Confirmation with summary, return status and return instructions.

12. RMA Confirmation The RMA Confirmation screen is comprised of: • RMA Summary containing Return Authorisation Number, RMA Status, Type of Return and Your Reference Number • Item Return list and summary – The details created the previous sections. • Returns Instructions – Guidance on how to send product back, including repacking and delivery procedures.