Singapore Linksys RMA End User Process Flow Digital Hub

2018-11-15

: Linksys Singapore Linksys Rma End-User Process Flow - Digital Hub Singapore Linksys RMA End-user Process Flow - Digital Hub process s

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Singapore Linksys Tech Support RMA End-user Process Flow
Is the
device within
hardware
warranty?

Linksys Tech Support

The customer’s
device is deemed
defective.

For warranty
dispute, see the
FYI details
below.

No

Tech agent advises the
customer to buy a
recommended Linksys
product available on any
Linksys outlets.
http://www.linksys.com/sg/
wheretobuy/retail/

For StarHub
customers, refer
them to StarHub.

Yes

Tech agent checks the
availability of the stock
using the most updated
tracker sent by Exchange
Center team.

Is the SKU
available?

No

Offer Model
Exchange
Click here

End

Yes
Discuss the RMA requirements
and Exchanged Center
details and advise the
customer to claim the
replacement unit from
Exchange Center.

Tech agent activates RMA
in the CRM tool.
Inform the customer that he
will be receiving an RMA
email from Linksys.

End-user

Advise the customer
to call the exchange
center first prior to
claiming the
replacement unit.

Does the
customer agree?

No

Offer Refund
Click here

RMA Activation in the
CRM tool will trigger an
email (RMA Certificate)
to the customer and
Exchange Center
mailing distro.

Exchange Center Details:
Company Name: Digital Hub Ptd Ltd
Address: No. 150, Ubi Avenue 4, Level 4
Singapore 408825
Contact Number: 6512 9206
Operating hours:
9:00 AM – 5:00 PM (Mondays to Fridays)
9:00 AM – 12:00 PM (Saturdays)
Closed on Sundays and Public Holidays

RMA Requirements:
1. RMA Certificate (Printed)*
- Valid only within 90 days
2. Valid Identification
(e.g. Driver license, passport,
company issued IDs, etc.)
3. Defective unit including
power adapter and antennas

Customer will bring the
defective unit and claim
the replacement unit to
Digital Hub Service center.

Exchange Center
sends a weekly
Inventory Report

Yes

EA CS team will check if
they receive an RMA email
from Linksys and match the
customer’s RMA certificate.

Did the
customer’s info
match or exist?

Yes

Provide the
replacement unit to
the customer.

Digital Hub team will collate
the data and send it over to
BelkinHKLogistics@belkin.com
and APeASGPO@belkin.com
on a monthly basis.

Exchange Center
(Digital Hub)

No

Other Linksys support teams:
Coordinate with INTL POC to check the
availability of the product:
PH_CDO_LINKSYS_INTL_CRT@concentrix.com
PH_CDO_LINKSYS_INTL_TC@concentrix.com

Advise the customer
to call StarHub hotline:
1633 or +65 6820 1633
from overseas

The Exchange Center
staff will advise the
customer to sign the
RMA certificate for
proof of receipt.

Advise the customer to get
RMA validation and
approval.

StarHub

Where did
customer get the
RMA details
from?

Linksys

Advise the customer to call:
StarHub customers:
6701-6971
Regular Linksys customers:
800 120 4280

Linksys
Logistic Team

End of the call

Logistics team receives
the report for RMA
consolidation.

FYI:
Hardware Warranty Dispute:
The customer is required to send us a scanned copy of the receipt to validate the device warranty. POC sends an email to the customer via CRM. The agent
informs the customer to reply to the email sent by Linksys tech support and attach the scanned copy of the receipt. Once receipt is validated, activate RMA in the
CRM and follow the process flow.
* In the event that the customer couldn’t print the RMA certificate, inform the customer that the Exchange Center could print and secure a copy for them.

Model Exchange Process

Tech agent
identifies the case for
model exchange or
upgrade.

Inform the customer that
request will be escalated
to the higher
management within 24
to 48 business hours.

POC should call the
customer within 24
to 48 hours to
provide updates.

Escalates the case to
POC (Point of
Contact)

POC sends the
request to CA INTL
team.

Does Sales
team approve
the request?

CA INTL asks the
approval from the
Sales team

Yes
No
CA INTL team sends
the final approval of
the request.

POC contacts the
customer and inform
the details of the
model exchange or
upgrade,

Offer Refund
Click here

No

Does the
customer agree?

Yes

POC activates RMA.
Sends a heads-up
email to the
Exchange Center
mailing distro,

POC educates the
customer the details
of claiming the
replacement unit
from the Exchange
Center.

End

Step 1. Linksys tech support agent offers the customer a callback within 24 to 48 Business hours. Inform the customer that request for the model
exchange or upgrade will be escalated to the higher management. Always set the customer’s expectation that this request is still subject for
approval. Escalate the case to POC (Point of Contact) and tag the case as follows:
Escalation Details
Escalation Reason:
Escalation Priority:

Customer Serv ice
P1

Case Details
Case Status:
Escalated
Note: Case ownership will be modified by the POC who caters the escalation

Step 2. Point of contact sends a request to CA INTL team asking for recommendation or approval for the model exchange / upgrade request.
Be guided with the email format below:
To: ca_intl@belkin.com
cc: TAC Members
Subject Line: Country_Type of Request_Model number_Customer's name_Case ID
Prov ide the following details:
-- Brief summary of the case including the reason of the request
-- Customer and case details
Case Number / RMA Number:
Body:

Name:
Email Address:
Phone number:
Country:
Defectiv e Product for return:
Defectiv e Product’s Serial Number for return:

FYI: POC must call the customer within 24 to 48 business hours to provide updates.
Step 3. CA INTL team communicates with Sales team regarding the forwarded request and provides the final approval to POC.
Step 4. Once approval is secured from CA INTL, the POC communicates the customer about the approved request.
Note: If customer refuses nor disagrees, POC of contact proceeds to refund process.
Step 5. POC activates the RMA in the CRM tool and sends a heads-up email to the Exchange Center mailing distro.
Be guided with the email format below:
To:
cc:
Subject Line:

linksys_rma@digitalhub.com.sg
ca_intl@belkin.com; TAC Members
Defectiv e Model Number to be replaced with Model Number_Customer's Name_Case ID
Prov ide the following details:
Case Number / RMA Number:
Name:
Email Address:

Body:

Phone number:
Country:
Defectiv e Product for return:
Defectiv e Product’s Serial Number for return:
Date of Purchase:

Refund Process
FYI: We do not offer refund to the customer unless it is needed such as products with no alternative replacement.

Inform the customer
that request will be
escalated to the
higher management
within 24 to 48 hours.

Tech agent
identifies the case
for refund

Escalates the case to
POC (Point of
Contact)

POC requests proof of
purchase and inform
customer that case will
be escalated for an
alternative resolution

Did
customer reply to
the email with the
receipt?

No

CA INTL will provide
alternative
replacement
resolution.

Did customer
agree?

Distribution List:
LinksysAPACrefund
approval@linksys.co
m (Includes
Networking Sales
Team and Finance)

Yes

Was refund
approved?

No

CA INTL emails APAC
refund report to
Finance/Country Sales
Manager for refund
approval (SLA 2
business day)

POC sends the request
to CA INTL team.

Yes

Yes

Process Model
Exchange
Click here

POC informs the
customer that refund
request was approved,
emails refund forms for
the customer to fill out.

POC MUST inform the customer of the following:
1. Processing the refund will take up to 21 business days after receipt
of forms.
2. The unit must be returned to the Exchange Center.
NOTE: If POC receives no response for refund approval after 48hrs,
send follow up email to CA INTL team.

Once refund forms are
received, POC reviews
every detail of the
required documents
then queue the case to
Credits and Refunds.

1. Refund bank form and Receipt MUST be attached in case.
2. Change Queue to: CS – Credits and Refunds
3. Set Case Status: NEW

Credits & Refunds team
will escalate to AP
Finance for processing

Credits and Refunds mailing distro:
creditsandrefunds@belkin.com

CA INTL team will
follow up with Credits
and refunds and
provide feedback to
TS POC.

Finance processes the
refund within 14 to 21
business days.

End

Was the
payment
received by the
customer?

Yes

No

POC sends a followemail to CA INTL
team.

Step 1. Linksys tech support agent offers the customer a callback within Business 24 to 48 hours. Inform the customer that the refund will be
escalated to the higher management. Always set the customer’s expectation that this request is still subject for approval.
Escalate the case to POC (Point of Contact) and tag the case as follows:
Escalation Details
Escalation Reason:
Escalation Priority:

Customer Serv ice
P1

Case Details
Case Status:
Escalated
Note: Case ownership will be modified by the POC who caters the escalation

Step 2. POC sends an email to the customer requesting for the proof of purchase. Once it’s received, POC sends a request to CA INTL team
asking for recommendation or approval for the refund request. Be guided with the email format below:
To: ca_intl@belkin.com
cc: TAC Members
Subject Line: Country_Type of Request_Case ID_Customer's name_Model number
Prov ide the following details:
-- Brief summary of the case including the reason of the request
-- Customer and case details
Case Number / RMA Number:
Name:

Body:

Email Address:
Phone number:
Country:
Defectiv e Product for return:
Defectiv e Product’s Serial Number for return:

FYI: POC must call the customer within 24 to 48 business hours to provide updates.
Step 3. CA INTL team communicates with Sales team regarding the forwarded request and provides the final approval to POC.
CA may provide other alternative solution such as model exchange – if the customer agrees, then proceed to Model Exchange process.
Otherwise, POC proceeds to next step.
Step 4. Once approval is secured from CA INTL, the POC communicates the customer about the approved request and emails the refund forms.
Set the customer’s expectation refund processing SLA up to 21 business days after receipt of forms.
POC informs the customer that it’s a requirement to return the unit to the Exchange Center. POC sends a heads-up email to exchange center with
the formal below:
To:
cc:
Subject Line:

linksys_rma@digitalhub.com.sg
ca_intl@belkin.com; TAC Members
Approv ed Refund_ Model Number_Customer's Name_Case ID
Prov ide the following details:
Case Number :
Name:
Email Address:

Body:

Phone number:
Country:
Defectiv e Product for return:
Defectiv e Product’s Serial Number for return:
Date of Purchase:

FYI: There must be a confirmation from the exchange center that the customer already returned the unit.
Step 5. POC makes sure that following requirements are received and well reviewed:
· Customer's receipt
· APAC Refund form
· Confirmation email from the exchange center that customer already returned the unit.
Step 6. POC attached the required documents and appends the following in Salesforce:
Case Owner (Queue):
Case Status:
Interaction Log Type:

Refund Code

Credits and Refunds
New
Escalation
Reason for refund:
Approv ed by:
Refund Code :
Refund amount:
Brand/model number:

Notes:

Dev ice Serial Number:
Attached files:
- Customer's receipt
- APAC Refund form
- Confirmation email that the defectiv e unit was returned to the Exchange Center

Step 7. In the even that customer contacts us back complaining due to unable to receive the refund amount after 21 days; POC sends a follow-up
email to ca_intl@belkin.com using the same email thread in forwarding the refund request.

Model Exchange

Email Requests to Exchange Center

Model
Exchange
Process
Click here

Once the approval from CA INTL team is secured for the model exchange; POC sends a heads-up email to the exchange
Center after activating the RMA in the CRM tool.
To:
cc:
Subject Line:

linksys_rma@digitalhub.com.sg
ca_intl@belkin.com; TAC Members
Defectiv e Model Number to be replaced with Model Number_Customer's Name_Case ID

Refund

If refund request is approved by CA INTL team; POC informs the customer to return the unit to the Exchange center and sends
a heads-up email to the Exchange Center.
Refund
Process
Click here

To:
cc:
Subject Line:

linksys_rma@digitalhub.com.sg
ca_intl@belkin.com; TAC Members
Approv ed Refund_ Model Number_Customer's Name_Case ID

FYI: The Exchange Center must reply to the email request that customer already returned the unit. This is a required document
in escalating the case to Credits and Refund team.

Device for capture – is a request done by Level 3 support (Sustain Engineering Team) wherein the device needs to be sent out to CA HQ at
(most times) for further diagnosis. SET agent activates RMA in the CRM tool and sends a heads-up email to the Exchange Center as follows:
To:

linksys_rma@digitalhub.com.sg

cc:

Jhon.Tumbelaka@belkin.com; Rina.Lim@belkin.com; ca_intl@belkin.com; set@belkin.com

Subject Line: SG_Dev ice for Capture_Model Number_Customer's Name_Case ID

Device for Capture

Prov ide the following details:
Case Number / RMA Number:
Name:
Email Address:
Phone number:
Country:
Body:

Defectiv e Product for return:
Defectiv e Product’s Serial Number for return:
Reason for Replacement:
We'd like to ask your assistance in sending this unit to:
Jhon Alfa Tumbelaka / Rina Lim
38 Beach Road, #30-11 South Beach Tower
Singapore 189767

Note: For StarHub or special cases in Singapore, SET must communicate with Singapore Product Engineer (Jhon Tumbelaka) for replication
purposes. Jhon and his team will be responsible of sending the unit to CA HQ.

Exchange Center Details and Deliverables
Exchange Center Details:
Company Name: Digital Hub Ptd Ltd
Address: 150 Ubi Ave 4, Singapore 408825
Telephone number: 6512 9206
Operating hours:
9:00 AM – 5:00 PM (Mondays to Fridays)
9:00 AM – 12:00 PM (Saturdays)
Closed on Sundays and Public Holidays
Mailing Distro: linksys_rma@digitalhub.com.sg

PH_CDO_LINKSYS_INTL_TC@concentrix.com
To:

PH_CDO_LINKSYS_INTL_CRT@concentrix.com
iv an.chen@concentrix.com; ayer.liang@concentrix.com; larry.wan@concentrix.com
linksys_rma@digitalhub.com.sg

cc:

ca_intl@belkin.com
Desmond.Lim@belkin.com; Rina.Lim@belkin.com; Daisy.Wong@belkin.com

Subject Line:

Linksys Singapore_Digital Hub Inv entory Report_Date

Deliverable # 2 – Case Closure Approval
This report refers to the cases wherein customer failed to claim their replacement units. The exchange center collates this report from the
RMA Certificate send from Linksys support.
PH_CDO_LINKSYS_INTL_TC@concentrix.com
To:

PH_CDO_LINKSYS_INTL_CRT@concentrix.com
iv an.chen@concentrix.com; ayer.liang@concentrix.com; larry.wan@concentrix.com
linksys_rma@digitalhub.com.sg

cc:

ca_intl@belkin.com
Desmond.Lim@belkin.com; Rina.Lim@belkin.com; Daisy.Wong@belkin.com

Subject Line:

Case Closure Request_Digital Hub_WE XXXX

RMA Certificate – Salesforce Trigger
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