Customer Service Digital Playbook

AUSTRALIA/NEW ZEALAND

OTHERS ( iii. Wrong Shipment/RMA)

7iii

Notified ASCO CS received Wrong shipment with supporting documents/ photos/videos etc.

EMAIL

1> Notified RMA is approved 2> Confirmed collection address and collection date

OG Customer ASCO Hub CS ASCO US factory

For WRONG Shipment :- 1> To Cross-check order entry and export shipping document against customer purchase order if BOM/CAT# information matched.

2> Check Test report.

3> Get ASCO shipping team to reaffirm phyical units shipped matched against export shipping document.

4> Check shopfloor to ensure actual unit is shipped correctly.

5> Coordinate with freight forwarder to double-check with their transporter if correct freight was collected from ASCO Shipping team. Match against SLI. 6>Create RMA to bring back swtich to ASCO factory upon mgt. approval 6i> Notify Zaldy REYES : zaldy.reyes@ascopower.com ( Customer Satisfaction & Quality) to create RMA with all supporting documents submitted. 6ii> After verification, Zaldy create and generate RMA# with Invoice and Packing list

Prepare export shipping document and proceed liaise with customer to arrange ship the swtich back to ASCO US factory .

NOTES:- RMA sample Document# 3310084

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