Special Exceptions
You are preparing to process an RMA and notice that the customer is listed in the Delivery ID Required Job Aid. However, no Delivery ID is provided in the RMA details. What is the correct next step?
Place the RMA on hold and send an email requesting the Delivery ID. Do not place the order until the required Delivery ID has been received.
While processing an NBD dispatch for a customer in Rome, Italy, you determine that the preferred depot (AMS) is out of stock. The Rome depot has inventory available. What should you do?
Proceed with the order from the Rome depot, since inventory is available there.
An NBD RMA is received for a US customer. The preferred depots (DAL and HAY) have no available inventory, but another US depot has the required part in stock. Do you need approval before placing the order from the alternate depot?
No. If the required part is available in another US depot, you may proceed with the order from that depot without obtaining additional approval.
A US Facebook NBD RMA is received, and the nearest depot with available inventory is located 170 miles from the customer site. What service level should be used?
Process the order as NBD, since the available inventory is more than 150 miles from the customer site, which exceeds the allowable distance for a drive service.
An NBD RMA must be processed after the depot's NBD cutoff time but before 3:30 PM customer local time. After reviewing the depot cutoff guide, you determine that the required part is available from a depot located 150 miles from the customer site. What action should you take?
Place the order as a Scheduled Drive.
While processing a Microsoft 4HR dispatch, you receive the order at 4:30 PM local time on a Thursday. What service level and ETA should you use?
Ship the part as a Scheduled Drive and provide an ETA of 8:00 AM customer local time on Friday.