Cisco 2-Tier Distributor
Returns Policy &
Process
APAC Distribution Operations
Gabriel Goh
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Return type
 Stock Rotation
 Stock Obsolescence
 Hardware Failure under Warranty
 Hardware Failure under Service Contract
 Wrong Shipment
 Short Shipment
 Visual Defect
 Shipment Damage
 Non Cisco Error Returns
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
2
Return Type : Stock Rotation
Policy:
1. Limited to percentage of the dollar value of Products from the Wholesale
Price List (or, if no Wholesale Price Lists exists for the Distributor’s
Territory, then the applicable Price List) shipped to such entity, net of
credits, less returns to Cisco, in the preceding ninety (90) day period.
2. The Stock Rotation percentage allowable is stipulated in the Disti
Agreement with Cisco .
3. Credit is based on the original Wholesale Unit Price sale, less off price
protection paid.
4. e-Delivery item is not intended to be stocked (not included WPL) and
shall not be included in Stock Rotation Returns.
5. Distributors are encouraged to claim stock rotation once per quarter.
Criteria of stock rotation product:
1. Product must be in original packaging with Cisco factory-seal intact.
2. Product must be a recognized Cisco part, not a third-party or OEM part.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
3
Return Type : Stock Rotation
Process Details:
1. Distributor to submit Stock Rotation Claim Form to Country DCAM.
2. Cisco DCAM informs Distribution Purchasing Manager the approved value.
3. Country DCAM will organize approvals from Finance.
4. Finance approves the request and informs CS.
5. CS will inform RMA# to Distributors.
6. Please refer “Stock Rotation Process Details.ppt” for full process details
Acceptances criteria:
1. Product returned must be unused and unopened box.
2. Product returned must new in the box with a factory seal intact.
3. Physical product serial number must be tie in as the serial number reflect on
the carton box.
4. All approved products must be returned by 30 days from the start date of
RMA book date (refer appendix A) in Cisco system. An aging RMA report will
be sent to distributors upon 60 days and Cisco reserves the rights to cancel
any aging RMA once RMA# is over 90 days.
5. Products returned that are not within the Stock Rotation approval list will be
rejected. Distributors are required to pick up the rejected products within 21
days upon Cisco’s notice from Teleplan Hong Kong facility. Freight charges
are borne by distributors.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
4
Return Type: Stock Obsolescence
Policy:
1. Inventory holding protection to Distributors on Stock
Obsolescence.
2. Distributors can refer to the pricing notification for
announcement.
3. Products needs to be on Wholesale Price List.
Criteria of Stock Obsolescence :
1. Claim submitted within 30 days of end-of-sales date of
product.
2. Products must appear in Distributors’ Inventory report.
3. Product must be in original packaging with Cisco factory-seal
intact.
4. Product must be a recognized Cisco part, not a third-party or
OEM part.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
5
Return Type: Stock Obsolescence
Process Details:
1.
Distributors to fill up a Stock Obsolescence Claim Form.
2.
Email form to DCAM & Cisco APAC Finance.
3.
Stock Obsolescence Claim form is to be submitted within 30 days upon receipt of notification.
4.
Distributors are allowed to return Stock Obsolescence products under Stock Rotation policy
after 30 days of notification.
5.
Distributors must indicate the Notification # on the claim form.
6.
Approved claims will be communicated via email to DCAMs and Distributors by 5 working days
provided claim is clean & accurate.
Acceptances criteria:
1. Product returned must be unused and unopened box.
2. Product returned must new in the box with a factory seal intact.
3. Physical product serial number must be tie in as the serial number reflect on the carton
box.
4. All approved products must be returned by 30 days from the start date of RMA book date
(refer appendix A) in Cisco system. An aging RMA report will be sent to distributors upon
60 days and Cisco reserves the rights to cancel any aging RMA once RMA# is over 90
days.
5. Products returned that are not within the approval list will be rejected. Distributors are
required to pick up the rejected products within 21 days upon Cisco’s notice from
Teleplan Hong Kong facility. Freight charges are borne by distributors.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
6
Return Type : Hardware Failure under Warranty
Policy:
1. Distributors are eligible for HWW returns on products that are
technically defective.
2. If parts are originally purchased from a Cisco Distribution
Partner, then the faulty part must be reported to the original
purchasing Distributor for an in-warranty replacement.
3. Credit is based on the original Wholesale Unit Price sale.
Criteria of HWW product under Warranty:
1. Product must be a recognized Cisco part, not a third-party or
OEM part.
2. Returned product must still be on WHOLESALE PRICE LIST
otherwise.
3. Product must be under warranty. Please check at
http://www.cisco.com/public/scc/ via SN# or contract#.
4. If the product is not listed in SCC while you’re sure it’s still
under warranty, contact cs-support@cisco.com.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
7
Return Type : Hardware Failure under Warranty
Process Details:
1. Distributor is responsible to troubleshoot hardware request from reseller/end-user.
2. All return requests for HWW have to be submitted via online Returns tool, select
HWW(2-Tier Only) Or write to ap-returns@cisco.com and state “HW-2 (tier 2 only)
return for credit.
3. Distributor will receive AA# (awaiting approval). AA# is not an approval for your
return. It is only a reference # upon submission. Credit note will not be issued for
RMA return based on AA#.
4. RMA# will be generated if the parts listed are under warranty.
5. Distributor will get an email notification about the RMA#. Upon receipt of RMA#,
distributor is to arrange return of products to Cisco Return Centre (Teleplan Hong
Kong ) as per Cisco return instructions. Distributor must have all necessary
documentation ready and send the pro-forma invoice for import license verification
and secure the green signal before ship.
6. All approved products must be returned by 30 days from the start date of RMA book
date (refer appendix A) in Cisco system. An aging RMA report will be sent to
distributors upon 60 days and Cisco reserves the rights to cancel any aging RMA
once RMA# is over 90 days.
7. Upon receipt of returned physical products, Cisco will process the return with 4
business day to close RMA order and credit memo will be automatically generated
within 48 - 72hrs upon receipt processed in Cisco’s system.
8. CREDIT NOTE ONLY WILL BE GENERATED UPON RECEIPT OF FAULTY EQPT.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
8
Return Type: Hardware Failure under Service
contract (Smartnet / Smart Foundation)
Policy :
1. This applies to Distributors/End users having purchased the
SmartNet and SMART Foundation agreement via SMS3.
2. RMA authorized and processed by the TAC.
Criteria of HWW product under service contract:
1. Product must be under service contract (SNT or SMB). Please
check at http://tools.cisco.com/scc/ via SN# or contract#.
2. If your product is not listed having SmartNet /SMB while you’re
sure it’s covered under SmartNet, please contact opssupport@cisco.com.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
9
Return Type: Hardware Failure under Service
contract (Smartnet / Smart Foundation)
Process Details:
1. Contact Cisco TAC (Technical Assistance Center) using SmartNet
Contract#.
2.
TAC will assist and initiate replacement when necessary.
3.
Cisco will inform the RMA# to return the faulty equipment.
4. Non returned defect product will result invoice. REPLACEMENT SHIPS
FROM LOCAL DEPOT.
Email Alias for Service Return
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
10
Return Type : Wrong Shipment
Policy:
1. This refers to discrepancy in product received versus product ordered,
and invoiced as per ordered.
Criteria of wrong shipment:
1. Product must be unused and newly shipped from Cisco.
2. Carton Box must not be damaged cosmetically.
3. Distributors are required to include information about the wrong item
received when submitting a claim to CS. E.g. serial number of the
wrong item or photo of the actual wrong item to help CS investigation.
4. Cisco must be notified of wrong-shipment request as soon as possible
from distributor.
5. If request is not made within 90 days Cisco shipment to distributor, it
should be within 30 days distributor shipped to reseller. In this case,
Proof of Delivery must be provided for evidence of hand over. Late
request may be subjected to rejection.
6. Replacement under this category will be subjected to Cisco approval &
availability of products.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
11
Return Type : Wrong Shipment
Process Details:
1.
2.
3.
4.
5.
6.
7.
8.
Presentation_ID
Distributor is to submit claim template cs-support@cisco.com.
RMA# will be informed to distributor.
Upon receipt of RMA#, distributor is to arrange return of products to Cisco
Return Centre (Teleplan Hong Kong ) as per Cisco return instructions.
All approved products must be returned by 30 days from the start date of
RMA book date (refer appendix A) in Cisco system. An aging RMA report
will be sent to distributors upon 60 days and Cisco reserves the rights to
cancel any aging RMA once RMA# is over 90 days.
Upon receipt of returned physical products, Cisco will process the return
with 4 business day to close RMA order and credit memo will be
automatically generated within 48 - 72hrs upon receipt processed in Cisco’s
system.
Credit memo received by distributor.
Replacement item in different SO# received by distributor.
CREDIT NOTE ONCE EQPT RETURNED & REPLACEMENT SHIPS
FROM MFG
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
12
Return Type : Short Shipment
Policy:
1. This refers to discrepancy in product received versus product ordered,
and invoiced as per ordered.
Criteria of short shipment:
1. Request should be made within 90 days Cisco shipment to distributor,
or within 30 days distributor shipped to reseller, with Proof of Delivery
to be provided as evidence of hand over. Late request may be
subjected to rejection.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
13
Return Type : Short Shipment
Process Details:
1.
2.
3.
Presentation_ID
Distributor is to submit claim template cs-support@cisco.com.
CS will run test script and weight test.
When confirmed to be Cisco Error, CS will issue $0 replacement to the
Distributor for the short items.
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
14
Return Type : Visual Defect
Criteria of Visual Defect:
1. Equipment damage but carton’s in tact.
2. Cisco must be notified of visual defect request as soon as possible
from distributor.
3. Request should be made within 90 days Cisco shipment to distributor
or within 30 days distributor shipped to reseller with POD as evidence
of hand over.
Process Details:
1. Distributor is to submit claim template and photos to cssupport@cisco.com
2. Upon receipt of RMA#, distributor is to arrange return of products to
Cisco Return Centre (Teleplan Hong Kong ) as per Cisco return
instructions. All approved products must be returned by 30 days from
the start date of RMA book date (refer appendix A) in Cisco system.
An aging RMA report will be sent to distributors upon 60 days and
Cisco reserves the rights to cancel any aging RMA once RMA# is over
90 days.
3. Upon receipt of returned physical products, Cisco will process the
return with 4 business day to close RMA order and credit memo will be
automatically generated within 48 - 72hrs upon receipt processed in
Cisco’s system.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
15
Return Type : Shipment Damage
1. This applies to distributors who are on Cisco Optedout services.
2. Carton’s damaged, equipment damaged.
3. Distys must claim to freight forwarder as this is
considered as mis-handling by freight forwarder.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
16
Return Type : Non Cisco Error
Policy:
1.
2.
Return of product for credit (replacement not allowed) due to non-Cisco’s
error will be subjected to Cisco’s approval and will be charged a re-stocking
fee of 15% or more as agreed by partners of the net returned price.
Cisco reserved all rights to approve or deny a return under this category.
Criteria of Non Cisco Error:
1.
2.
3.
4.
5.
Disti must clearly state the reason of the return eg. customer last minute
cancellation.
Product must be unused and newly shipped from Cisco.
Carton box must be unopened and not be damaged cosmetically.
Original S/O# & S/O line# (serial numbers if applicable) must be provided
when requesting RMA.
Return request must be within 90 days from Cisco shipment to Distys.
Process Details:
1.
2.
3.
Presentation_ID
Distys contact DCAM to seek advise whether returns can be requested or
not.
The following procedures are the same with ‘HWW under Warranty’ except
the return reason. HW-2 (2-Tier Only) is not applied to Non Cisco Error
return.
Once non Cisco error RMA approved, distributor are required to submit a
new purchase order to receive the goods.
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
17
Distributor Warranty Return Policy
Distributor:
Fm Cisco Shipped Date:
1 to 30 days
Warranty Period Coverage
Service Contract Coverage
Return Policy
30 to 90 Days
Total up to 90 Calendar Days
No Contract Coverage
SMBSA or Smartnet Service Contract
Disti Return under
Warranty
Disti can return under warranty or Utilise service
contract
* Cisco Warranty to Distributors: 90 Days from Cisco Shipped Date
* Resale from Distributor after 90 days Cisco Shipped Date, No return accepted
Resellers:
Fm Distributor Shipped Date:
1 to 90 days
Warranty Period Coverage:
Total up to 90 Calendar Days
Service Contract Coverage:
SMBSA or Smartnet Service Contract
Return Options
Reseller can contact Distributors for Return under Warranty or Utilise Service
Contract
* Distributors raised return request to Cisco providing justification of shipping documents (POC or POD)
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
18
Summary
Returns Reason
HW/Service
Coverage
Stock Rotation /
Stock
Obsolescence
N/A
Hardware Failure
Warranty
Method of Submission
SR Claim Form
Query Handling Team
Result of RMA#
Country DCAM
Credit Memo
Returns Tool (HWW-2tier only) or
template to ap-returns@cisco.com
 ap-returns@cisco.com
Credit Memo
Smart
foundation/
Smartnet
Contact TAC
 ap-returns@cisco.com
Any
Template to
To : DCAM
Hardware Failure
Wrong Shipment
 Pls refer slide 10 for service alias
email
Replacement from Local Depot
 Pls refer slide 10 for service alias
email
cs-support@cisco.com
cs-support@cisco.com
 Credit Memo after wrong
items are received by Cisco
 Replacement from MFG with $
Short Shipment
Any
Template to
cs-support@cisco.com
 $0 replacement
 ap-returns@cisco.com
 Credit Memo after damaged
items are received by Cisco
cs-support@cisco.com
Visual Defect
Any
Template + Photo
ap-returns@cisco.com
Shipment Damage
N/A
N/A
Distys’ Freight Forwarder
N/A
Non Cisco Error
Any
Returns Tool (non cisco error
reason)
 ap-returns@cisco.com
Credit Memo
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
19
RETURNING
PRODUCTS TO
CISCO
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
20
Return Requirements
1.
For non-service returns, distributors must deliver shipment under DDU
Inco term to Cisco’s assigned vendor, Teleplan Hong Kong.

Before arranging any return shipment to Teleplan Hong Kong, sending
a pre-alert (proforma invoice copy) to
WWRL_APAC_IOR@teleplan.com for import license verification is
essential. This process is to avoid the controlled items which import
Hong Kong without a valid import license.

Any controlled items arriving Hong Kong without shipment pre-alert will
be rejected. Shipments contain controlled items shall remain in the
airport or dock until the Retrospective Import License is issued. All
additional charges during this application period will be subjected to
shipper’s account.

For domestic delivery (within Hong Kong), pre-alert (proforma invoice
copy) is also required. As per the regulation of Trade and Industry
Department of Hong Kong, the controlled items must apply a certificate
of “Approval on Resale” before they can transfer locally.

For any inquiry concerning the return instructions, please contact the
Cisco team at email address: wwrl-apac-returns@cisco.com.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
21
Return Step 1
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
22
Return Step 2
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
23
Packing requirement
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
24
Return Step 4
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
25
Return Process Flow
Return Process (To Teleplan Hong Kong)
Cisco
Distributors
Hong Kong Trade
Department
Send pre-alert to
wwrl_apac_ior@teleplan.com
Inform customers
Cisco generated RMA
Teleplan Hong Kong
Teleplan received the pre-alert
Prepare proforma invoice
Import license verification
Received confirmation
From Teleplan Hong Kong
Confirm no import license
is needed
Import License Issurance
Check if there’s
controlled items
No controlled
items
Send import license
application
Found controlled items
Arrange shipment
with DDU incoterm
Import License issued
Confirm import license is issued
Received import license
Deliver to Teleplan Hong Kong
Forwarder pick up shipment
Received in Teleplan Hong Kong
Page 1
Import License Process
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
26
APAC contacts
 Cisco/teleplan contact for pre-alert shipment approval
request, advanced shipment notice & import license
issue:
WWRL_APAC_IOR@teleplan.com
 For usal delivery arrangement of regular return
shipments
Teleplan Traffic Team Tel. No. : (852) 3904 3850
 For usual inquiry and dispute, please contact Cisco CS
operations at cs-support@cisco.com
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
27
Appendix
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
28
RMA Service Order Tool
http://tools.cisco.com/serviceordertools/svostatus/query.do

The RMA Service Order Tools are used to request and manage Service Replacements for units covered under
a Service Contract or Warranty.


If the line status shows “closed”, the credit memo shall be generated within 48 hours after the line is closed.
Received Serial Id: This column records serial numbers of received products. For cable, power supply, memory
and software, serial number is not available and SVO does not display serial number for any of those received
products
Qty Rcvd: If the product is physically received, the received qty will be shown in this column. If the product is
closed based on pod, the qty received shows “0”, but the line status shows “closed”.
Date Received: This column records the date when the product is received into system.
Awaiting Return: Line status of “Awaiting Return” indicates the product has not been received into system. The
product is not yet received at SCA Ohio warehouse.



Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
29
Invoice Tool
http://tools.cisco.com/qtc/invoice/HomePage
Track based on credit memo number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Track based on RMA number
30
Useful URLs
 SVO Tool
http://tools.cisco.com/serviceordertools/svostatus/query.do
Track RMA receiving status and view detailed receiving information.
 Status Tool
http://www.cisco.com/cgibin/front.x/status/tool/action/LoadReturnQueryScreen
Track RMA receiving status and view credit memo numbers.
 Invoice Tool
http://www.cisco.com/cgi-bin/front.x/iadispatch/HomePage
View details of the credit memo.
 Service Contract Center
http://www.cisco.com/public/scc/
Validate serial number and track part number based on the serial number
Check Warranties / Service Coverages
 Trade Tool
http://tools.cisco.com/FinAdm/GCTA/servlet/ControllerServlet?action=Quer
yForm
Locate Country of Origin (COO) for serialized product.
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
31
Appendix A :
Header of a sample RMA# using Status Tool
Cisco Return Centre (Teleplan Hong Kong) will based on the
“Created Time” in status Tool. It’s the booked date and time for the RMA#
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
32
Q and A
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
33
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
34