India Belkin Non Net RMA Flow Chart

: Linksys India Belkin Non Net Rma - Flow Chart India Belkin Non Net RMA - flow chart process s

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Back to Agent portal Belkin End User RMA - INDIA
Non-Networking Belkin RMA Service Process

Customer calls
Technilcal Center

Not Under Warranty
Decline Support. Call Closed

Belkin: 080-6791-2120
(Monday – Friday / 10 AM to 10 PM)

Concentrix (CNX)
checks proof of
purchase If product

Under Warranty?

Issue Resolved. Call Closed

Issue Resolved

CNX tries to
troubleshoot problem
on the phone

CNX request customer to share the
device screen shot and invoice copy

CNX Generates RMA number and
shares it with the customer via email
with CC to RCC center and BCC to CJ

Customer isnt happy
with RCC waiting time
(Refund process)

CNX advises customer to visit RCC with
RMA proof and faulty unit for
replacement

Customer takes the printout of the
email and goes to the RCC service
center mentioned on RMA email

CNX after liasing with CJ will start the refund
process.
Reject case and notifies to the brand
(CJ)
Case Closed

No

RCC checks / Authenticates
documents / Checks
physical damage or Power
check with defective unit

Yes/ All in order
Takes back the faulty unit & gives
replacement to the Customer
mentioning the necessary details like
replacement/warranty end date etc
on the product.

Has Stocks

RCC checks for stocks
for replacement

Does not have Stocks and isnt
able to get stock

Does not have Stocks but can get stock
Case Closed
RCC Checks with Rashi warehouse wether they can
order the product. Informs Customer to come at a
later time if is able to arrange stocks within 7-10
days time

*CJ has shared the RCC service center list
Step1:
Step2:
Step3:
Step4:
Step5:
Step6:
Step7:

Customer calls Toll free number and speaks to Customer service support (CS) Team
CS creates a profile for customer
Check the Warranty of the product
Isolate the issue with the unit
CS requests for unit screen shot along with scan copy of invoice
Check with TL to approve RMA
Incase the unit is obsolete / End of Life (EOL) CS team will offer customer to visit nearest RCC branch for similar value products else Credit.
If customer is interested for other Belkin product of similar value e.g. for C400 combo, he may opt for iPhone charging cable (if he is using iPhone) etc…. else we
can close as Credit (as user is not interested for other Belkin product)

Step8: If the unit is within warranty, CS shares the RMA email and replacement center’s address
Step9: Replacement is based on the stock availability at service center (7-10 business days)
Step10: Inform customer about RCC Working Schedule: 11:00AM to 5:30PM. From Monday to Friday
Step11: Customer visits nearest RCC (Rashi Care Center) service center along with copy of RMA authorization letter
Step12: Customer submits the defective unit
Step13: Customer gets acknowledgement receipt from RCC
Step14: Credit will take place if RCC does not have new unit or can’t arrange the same.
Step15: Customer receives the new unit with in 7-10 business days subjected to product availability



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Author                          : Jacqueline Sausman
Create Date                     : 2017:01:25 04:18:08+05:30
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Creator                         : Microsoft® Excel® 2013

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