service station portal instructions - lionel, llc...lionel by emailing [email protected]....
TRANSCRIPT
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Service Station Portal Instruction Manual
Under the new restructuring for the service stations ALL warranty repairs will be entered, updated, closed out and ultimately submitted to Lionel through the service station portal. Effective October 31, 2009 paper warranty slips will no longer be accepted for warranty reimbursement, part reimbursement/replacement/exchange. The dealer/service station portal is only for the generation, updating and completion of WARRANTY repairs. If you perform a repair that is not under warranty, do not track this repair in the dealer portal system.
As you most likely are aware the dealer portal is the primary access for service stations to enter part orders, research available parts, etc. The functionality of this portal will evolve as time goes on adding additional functionality and resources for service station technicians and the general distribution of information, addendums to product manuals, tech bulletins, part availability announcements, etc. There will also be a forum in the near future where service technicians can post comments from repairs, review other comments made by other technicians and have access to other service station email addresses, etc.
This manual is designed to walk you through the creation of a warranty return, updating the warranty return, completing the warranty return and ultimately submitting it to Lionel for reimbursement. There are several different types of instances that can occur.
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1.) A warranty repair to a product that has been purchased within the last 1 year period (that was manufactured in the past 3 years) and has a sales receipt from an Authorized Value Added Dealer. (There is a listing of ALL VAD’s on the warranty creation page to compare against.)
2.) A repair that falls into the “replacement” category. This would be a set item or entry level item that is within the 1 year warranty policy (that was manufactured in the past 3 years). An item such as this would not be repaired, but replaced.
3.) A repair that is outside of the 1 year warranty policy (regardless of the date of manufacture) that is not considered a warranty repair.
Contents
Logging onto the dealer portal............................................................................................................3 Updating your Profile...........................................................................................................................4 Creating a new WARRANTY REPAIR.....................................................................................................6 RA Field Completion..............................................................................................................8 Service Location Field............................................................................................................8 Shipping/Lead Time Field Completion...................................................................................9 Customer Information Field Completion...............................................................................9 Return Items Field................................................................................................................10 Notes Field...........................................................................................................................12 Create All button.................................................................................................................12 Marking the repair as RECEIVED.........................................................................................................15 Ordering warranty replacement parts from Lionel.............................................................................20 Updating the repair STATUS of a warranty repair...............................................................................24 Completing the WARRANTY repair form.............................................................................................26 Work Performed Field completion.......................................................................................26 Technician’s Comments‐Corrective Action Performed Field................................................28 Parts Used For Repair Field...................................................................................................28 Parts On Hand.......................................................................................................................29 Additional Information.........................................................................................................30 Shipping Information............................................................................................................30 Shipping Method Field........................................................................................31 Shipping Expense Field........................................................................................31 Tracking Number Field........................................................................................31 Date Shipped Field..............................................................................................32 Submitting the WARRANTY repair to Lionel for reimbursement.........................................................34 Tracking Part Orders.............................................................................................................................37 Warranty Return Accounting................................................................................................................38
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LOGGING ONTO THE DEALER PORTAL
Using your web browser log onto the Dealer Portal by typing the URL: http://dealers.lionel.com
Use your unique dealer name and password to access the dealer site. The additional service station options are dictated by your username and password. If you need your specific username and password, email us at [email protected]. The screenshot below illustrates the dealer portal.
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UPDATING YOUR PROFILE
Enter your specific username and password into the entry fields. If you check the box that says “Log me in automatically” you will not have to enter your username and password each time you visit this site. Once you enter your credentials you will see this screen. Confirm you are logged in under the correct name, your name will be listed as shown below.
In the event the name displayed is not you, click on the LOG OUT key in the upper right hand corner of the screen and contact us immediately at [email protected]. If you feel your information is incorrect you can confirm your data by clicking on MY ACCOUNT in the center of the upper right hand corner.
Then click on UPDATE PROFILE.
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Clicking on UPDATE PROFILE will display the following information about your account.
In the event any of the information in this field is incorrect you can make any necessary modifications required. NOTE: Updating this information only updates your profile on the dealer portal. Changes here will have no affect on the dealer locator section of the Lionel website. You can also change your password for the dealer portal and your username if you wish, using this screen. Once you are satisfied with the changes you must click the UPDATE tab on the bottom of the page to save the changes permanently. Once you have updated your profile click on the BACK TO MY ACCOUNT link in the upper left hand corner.
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CREATING A WARRANTY REPAIR
As a service station you will most likely get the majority of your repairs from walk in customers. Some repairs may arrive by UPS, USPS, DHL, etc. Regardless of how the repair arrives on your bench, if it is a warranty repair, you will need to create a new warranty return within your dealer portal.
NOTE: Generating Warranty Returns within your dealer portal are warranty returns for you and you alone. These are not Warranty Returns to be sent to Lionel! If we receive an RA from you, that was generated within your portal, it will be returned and we will not reimburse the shipping amount! If you are unable to complete the required repair you must request a new RA from Lionel by emailing [email protected]. There will be no exceptions!
To generate a new warranty repair you will need some specific information from the customer. The information is as follows; Email address (will be explained later), First and Last Name, Address (billing and shipping address if different), City, State, Zip, daytime and evening phone numbers (if different). Once you have this information captured you can begin the process of creating a new warranty return. Begin by clicking WARRANTY RETURNS. See below.
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Below is the page that will display. Click on CREATE NEW RETURN as shown below.
Once you click on CREATE NEW RETURN the following page will appear. This is the page where you enter the customer information for a warranty repair.
This instruction manual will cover each and every step required to fill out this form. Please follow along closely.
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RA Field
The customer MUST have a copy of the original sales receipt that shows the date the item was purchased and the dealer from which it was purchased. Using the auto suggest menu select the dealer the item was purchased from. If the item was purchased from a chain store such as Wal Mart, Target, Bed Bath and Beyond, etc. and is within the 1 year warranty period the item should be exchanged by Lionel and not repaired under warranty.
As you can see from the screen shot above every Authorized Value Added Dealer that Lionel has is listed in alphabetical order along with the city and state they are in. Choose an authorized dealer by clicking on the dealer name found on the receipt. If the item was purchased from E‐Bay or at a train show through a non‐authorized dealer the item is NOT applicable for warranty service. If the customer has an issue with this, please advise that this is stated in our warranty policy and direct them to contact Lionel. If the item was not purchased at an Authorized Value Added Dealer the repair is not applicable for a warranty reimbursement and the customer should be charged for labor and parts.
Assuming the repair we are entering here meets the criteria for a warranty repair, we will continue.
SERVICE LOCATION Field
Your service station name, address and phone number will automatically appear in this field (dictated by your log in credentials).
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SHIPPING/LEAD TIME Field
This box is used to determine the return shipping method requested by the customer. If the repair was dropped off, then select “pick up” (we know it currently says “Pick up in Ohio”, this is being changed to “Pick Up” only). Select the option that best fits the repair. As a rule of thumb, we use UPS for US customers, USPS for Canadian customers (or anyone in remote country locations).
Once you have selected the preferred shipping method move to the next field, the Current Lead Time field is for future use.
CUSTOMER INFORMATION Field
You are required to enter as much information as possible in this field. If you have the customer’s email address, please enter it. (If the customers email is entered each time you make any update to this repair it will automatically update the customer’s mylionel.com account. This will allow the customer to know exactly what is happening with their repair and prevent them from pestering you as to the status of the repair!). Customer information is recalled by their email address, so if a customer’s email address is entered and all the fields automatically populate it is because the customer has requested a warranty repair or has placed a parts order with Lionel in the past.
Assuming this is a first time entry for the customer you need to enter the customer’s address in the ADDRESS field.
Enter the city, State and zip code in the appropriate fields.
Select the proper country for the customer, if different than United States, as a rule of thumb, United States is the default.
Enter the area code and phone number for the customer in the DAY PHONE field. If the customer has an alternate phone number you can enter it in the EVENING PHONE field (if there is not an alternate number they can be reached at you can re‐enter the daytime phone number here.
If the customer has requested a shipping address different from the address you just entered you can type it into the fields on the right under SHIPPING ADDRESS. If the shipping address matches the information you already entered, simply click the box to the right of SAME ADDRESS.
The screenshot on the next page is an example of a new Warranty Return created for Mike Reagan of Lionel
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As you can see, at this point, all the required fields have been completed.
RETURN ITEMS Field
In this field you must enter the item(s) being submitted for warranty repair. You can type the 6‐ product number into the PRODUCT field OR you can begin typing the description of the item. (Remember, if you are repairing an item from a set, such as the locomotive from the Lionmaster Freight Set you will need to enter the product number from the set, not the individual locomotive 6‐ number.). Pause after entering the 6‐ product number or typing the name of the product and wait for the auto suggest menu to appear. You MUST select the item from the auto suggest menu or the system will not process the RA. The item we have entered for warranty repair is a 6‐28298 CSX AC 6000 locomotive.
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Once the item is selected the field should look similar to this:
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You must enter the problem reported by the customer in the COMPLAINT/PROBLEM field. For this example we will denote the locomotive was melted because the customer placed the item in oven for too long and melted the shell. You must also enter the quantity of the items in the QTY field.
If the customer is submitting multiple items for warranty repair we you can enter multiple items by clicking on the “+ sign”
under the ACTION title and add another item using the same method. It is possible to add several items to one Warranty Return, however, for ease of ordering parts and submitting claims we strongly suggest not adding more than two items to any warranty claim.
NOTES Field
This field can be used to enter comments that will be seen by Lionel only. For instance, if the repair is questionable or the customer is known for breaking items as soon as they receive them, etc. that type of information can be entered here.
CREATE ALL Button
Review the information you have entered. If you are satisfied that everything entered is to your liking click the CREATE ALL
button one time. The WARRANTY RETURN will be created. The next screen that appears will display the RA number assigned to this specific Warranty Return. In this instance the RA number is S8021708. As you can see by the screenshot below an RA letter has been emailed to [email protected] confirming an RA number has been generated.
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You can click anywhere on the screen to close this confirmation window.
If the customer does not have an email address you can generate an RA letter by clicking on the GENERATE PRINTABLE PDF link shown in the example below. This option will appear when an RA is submitted without an email address.
If you click on the GENERATE PRINTABLE PDF link the file will only open if you have a copy of Adobe Acrobat Reader installed on your computer (or the entire Adobe Acrobat software package). You can download a free copy of the reader at http://get.adobe.com/reader/.
Once the file opens you can print a copy of the RA confirmation letter and give it to the customer. The screen shot on the next page illustrates what this screen looks like.
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Once the RA is generated you can generate additional Warranty Returns by repeating the steps from page 6 through page 12. Only generate warranty returns for repairs you have on hand, or for customers who are asking to send warranty repairs to you. By entering the customer’s email address you can email RA letters to customers to have them send their warranty repairs to you, much like we do at Lionel.
NOTE: All RA numbers generated by service stations will begin with the letter “S”, if you ever need to search for an RA number do not enter the “S”. For instance, to search for S8021709 we would enter “1709” or 8021709 to locate the RA number.
You can view all the Warranty Returns you currently have assigned to your Service Station by clicking on the WARRANTY RETURNS link on your navigation toolbar. The screen below illustrates where this link is located.
Once you click on the WARRANTY RETURNS tab you will see the page displayed on the next page.
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In the screen shot above we can clearly see that there are 3 pending RA’s assigned to “Sample Dealer”. All 3 RA’s are for customer Mike Reagan. You can see the date the RA was issued, the time and the status of these RA’s.
UPDATING THE WARRANTY REPAIR TO MARK THE REPAIR AS RECEIVED
Assuming you have received the warranty return from a walk in customer you are technically in receipt of this repair. You need to update the RA, showing the item has been received. This is done by locating the RA number for the particular repair and
clicking on the “edit RA” link . Once you have clicked on the “edit RA” tab you will see the screen on the following page
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You need to select the date the repair was received by clicking on the DATE RECEIVED field, a calendar will automatically appear. Select the date from the calendar by clicking on the appropriate date.
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Enter the estimated lead time, in days in the EST. LEAD TIME field. Next mark the STATUS as RECEIVED by selecting it from the drop down list.
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Once you have marked the repair as RECEIVED in the STATUS field scroll to the bottom of the screen. You must upload a scan of the receipt, for the repair to be official. This can be accomplished by scanning the receipt in any type of scanner. We recommend saving the file as the customers last name with today’s date. For this example it would be Reagan_10_6_09.jpg. You must save the file as a JPEG or GIF file. These are typical file extensions for scanned images. You need to upload a scanned copy of the receipt in the RECEIPTS field.
To upload a receipt, simply click on the BROWSE button, your windows explorer screen will open, locate the receipt file name and click OPEN to load the receipt. The screenshot below illustrates this.
The mapping to the file name should appear once you click the OPEN button. As shown below.
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Mark your first initial and last name in the TECHNICIAN field and click on the SAVE CHANGES button, as shown below.
As you can see in the screen shot below, this particular repair is marked as RECEIVED. Both you and LIONEL can confirm you are in receipt of the repair simply by checking the status of any particular RA number by checking this screen, in your account.
. DO NOT CLICK ON THE SUMIT RA ICON UNTIL THE REPAIR IS MARKED AS SHIPPED AND ALL PERTINENT DATA HAS BEEN ENTERED. IF YOU CLICK ON SUBMIT RA ACCIDENTALLY A WARNING MESSAGE WILL APPEAR, THAT ALLOWS YOU TO CLICK CANCEL.
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ORDERING WARRANTY PARTS FROM LIONEL
Once a Warranty Return has been established in your dealer portal and you have diagnosed the product, determined what the problem is know what parts you are in need of. You can access the replacement parts side of the dealer portal to place the items needed for your warranty repair in your shopping cart, proceed to the check out screen and charge the parts against the specific RA you are ordering the parts for. To do this, follow along below.
Place your cursor over the PRODUCTS link on the navigation toolbar. A menu will appear, go down and click on REPLACEMENT PARTS. The screen shot below illustrates this.
As many of you are familiar with, you can type any combination of parts numbers into the TEXT SEARCH field. Be sure to exclude dashes from part numbers. For instance, to look for a 691‐R2LC‐C08 you need to enter the number 691R2LCC08. You can also search a partial part number such as 691R2LC or 691R2. Any combination of part number will return results, most times. If you have a specific product, such as a Polar Express set, you can enter 6‐31960 to return all the items associated with the 6‐31960 Polar Express O Gauge set. Regardless of the product/part you are searching, any result that has a camera icon in the item line has a photo associated with the part. An example of this icon is shown below.
Once you have located the items you require for the repair, enter the quantity required for that specific repair in the text field
to the left of the ADD button. Click the ADD button to add the part to your cart. Once you have the required components for the repair added to your cart you can go to the checkout screen to process your order.
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Scroll to the top of the page and review the items you have placed in your shopping cart and confirm they are the parts you need for this particular repair. If you are satisfied you have ordered the parts you need click on the GO TO CHECKOUT link as shown below.
You will land on the page shown on the next page. You must enter your first and last name and your email address (this is required as often times there is more than one person working on repairs, having your name and email address will keep the person working on this specific repair up to date on the status of their parts order, in real time). You can change the shipping address, if the address the parts are being sent to is different than the address shown on the screen.
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Once you are satisfied with the data entered on the screen above click on the CONTINUE tab at the bottom of the page. The next screen that appears is the payment screen. Select WARRANTY REPAIR as the payment type. When you do this a window will appear. Select the warranty repair that these parts are being ordered for, based on the RA number and customer name. **This is why we suggest only entering one repair item per warranty return, to help delegate what warranty return each part order is for. The screenshot on the next page illustrates this.
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Once you have selected the RA the part order is for you can click the PLACE ORDER button to submit the order. The next step is to wait for the parts to arrive, as you are now aware, part orders are shipped the day after they are received, unless an item is unavailable. You will not be able to order parts that are not in stock. (This glitch has been corrected!). You can place multiple orders for multiple warranty returns, it is okay. Lionel is covering the shipping for these orders!
NOTE: DO NOT attempt to order parts for warranty repairs that do not have the ordered part as an original component. If we catch ANYONE ordering parts under no charge orders for anything outside of a warranty repair (and especially a repair that does not use a specific part) the Factory Trained Authorized Service Station contract will be cancelled immediately.
An example of this would be attempting to order a 691R2LCC08 receiver for a Hogwarts Express locomotive, or for a Command Ready locomotive. We are monitoring these orders closely and will not hesitate to take action.
Repeat this part ordering process for all warranty repairs that require parts to be ordered. If you have the parts on hand to complete the repair DO NOT reorder them, there are controls in place to ensure you receive your consumed parts (that you previously purchased) back at the end of each month.
If you are unable to locate a part for a specific item it may be because it is not available or not in stock. If you feel you are experiencing this, please email [email protected] and do not attempt to call Customer Service, as mentioned in training, the dealer support email account is to provide back door access to Lionel Tech Support to keep the phone lines less congested for customers calling.
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UPDATING THE STATUS OF WARRANTY REPAIRS
Once you receive the no charge part order, or if you have the parts on hand to perform the warranty repair you need to update the status of the repair. This is done within your dealer portal. Select the RA number you wish to update and click
the “edit RA” tab to open the RA. There are several choices available for the STATUS of the RA. Each status choice must be manually marked by you, based on the status of the repair. This will allow other users within your company to know the status of repairs and more importantly allow us at Lionel to know the status of any given repair upon request. They are as follows and should be used as described below.
Pending ‐ This status appears when the RA is generated. Until the repair is received. Received ‐ This status is marked when you are in possession of the repair, status entered by you. In Progress ‐ This status is marked when you are in receipt of the parts and are repairing the train (if the repair is a royal pain and is taking you longer than anticipated, mark this status). Processed ‐ This status is marked when the repair is completed and is awaiting a shipping label. In instances where the repair needs to be shipped to the customer, such as out of state or on the other side of the state, the repair is done, but the shipping information has not been entered.? On Hold ‐ This status is marked when parts for a specific repair are not available from Lionel. You should check with Lionel at [email protected] to determine if the parts will be available or not. If parts are not available, the repair may meet the requirements for an exchange or a refund. We will provide the direction required for this. If a hold is required the reason must be listed in ADD’L INFORMATION field. Shipped ‐ This status is marked when either the repair is completely finished and ready for the customer to pick up OR the pertinent shipping expense data has been entered into the required fields. This is the last status required for a repair to be submitted to Lionel for reimbursement.
Any time a status is updated you need to click on the SAVE CHANGES icon at the bottom of the RA screen
to save the entry. DO NOT CLICK ON THE SUMIT RA ICON UNTIL THE REPAIR IS MARKED AS SHIPPED AND ALL PERTINENT DATA HAS BEEN ENTERED. IF YOU CLICK ON SUBMIT RA ACCIDENTALLY A WARNING MESSAGE WILL APPEAR,
THAT ALLOWS YOU TO CLICK CANCEL. Only click the SAVE CHANGES icon when making updates and changes to the RA.
To change the status of a repair locate the RA number for the repair you wish to update by clicking on the WARRANTY RETURNS tab on the navigation bar in the dealer portal.
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This will display all the warranty returns you have created for your service station (and possibly RA’s that have been created for you by Lionel).
Locate the RA you wish to change the status to. Click on the edit icon to open the RA, where you can update the information. Once the RA is open, you can mark the appropriate status and click on the SAVE CHANGES
icon at the bottom of the screen.
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COMPLETING THE WARRANTY RETURN FORM
Assuming you have received the parts required for your repair you will need to complete the warranty repair form. This is done
by locating the RA you wish to complete and clicking on the EDIT icon .
The items you need to enter are as follows:
WORK PERFORMED (AEM code entry (codes are A for asthetic, E for electronic and M for Mechanical) your reimbursement amount is determined based on the code used.) Technicians comments; info regarding the work performed on the repair.
PARTS USED FOR REPAIR (parts you received from Lionel under the no charge order) or parts you consumed from your repair parts stock.
ADDITIONAL INFORMATION (This would be any notes you need to bring to Lionel’s attention. Anything entered in these fields is private and can only be seen by you and Lionel internally.)
SHIPPING INFORMATION this is only required if the repair is to be shipped to a consumer out of state or outside driving distance from the service station location.
Each field that is required to be completed is outlined below
WORK PERFORMED
In order for Lionel to know what is failing on our products we have developed a long list of AEM Codes for you to select from. Your reimbursement amount is dictated by the AEM code selected by you. If this field is completed there will be no reimbursement issued to your service station at the end of the month. There is a list of AEM codes that can be printed off as a reference for you to use. This link is found by clicking on the AEM Code List link shown below
The AEM Code is an alpha numeric code that should be entered into the AEM Code field. Type slowly, as the auto suggest list will begin to populate. You must select the AEM code from the auto suggest list by clicking on it. The example on the next page illustrates entering code E201, for a defective R2LC that was replaced.
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Once you have selected the AEM code that best fits the works done to the repair, from the auto suggest list you must click the
ADD icon to add the AEM code to your repair form. The screen shot below shows what it looks like once you click ADD.
If you have entered a code in error you can remove it from the list by clicking on the delete icon in the AEM Code field. A warning message will appear to confirm you want to delete the code. If you are sure you want to delete it, simply click OK and the code will be removed from the list. You may enter several AEM codes per repair, whatever is pertinent to the repairs you completed.
NOTE: The AEM Code list is in its infancy, if you have suggestions to this list, please feel free to share your feedback with us in an email to [email protected]. Please be specific about the repair you completed and what was accomplished, we will do our best to update these codes in a timely manner and adjust the reimbursement amounts accordingly.
Once you have entered your AEM code(s) we ask that you enter a brief description of what was accomplished in regards to the repair in the TECHNICIANS COMMENTS‐CORRECTIVE ACTIONS PERFORMED field.
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TECHNICIANS COMMENTS‐CORRECTIVE ACTIONS PERFORMED
This field is provided for you to write a brief description of the corrective actions performed in the repair. For instance, if you replaced the R2LC, lubricated the locomotive and repaired a frayed wire the description would look something like this;
NOTE: information entered in this field are displayed on the RA form letter generated at the end of the repair process. DO NOT type any derogatory comments in this field! The customer will see this (and so will we at Lionel!)
Once these fields are completed you need to enter the parts consumed for the repair.
PARTS USED FOR REPAIR
You MUST enter the parts consumed for the repair in this field. Begin typing the part number into the field. An auto suggest table will appear which will display part numbers that begin with the numbers you enter. DO NOT include any dashes in the part numbers! The screen shot diplays how this will appear.
Select the part number and description from the auto suggest menu by clicking on the part. The part will populate the PART NAME/NUMBER field as shown on the next page.
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You must enter the quantity of the part consumed in your repair in the QUANTITY field. Since we consumed 1 R2LC for this repair we will enter a quantity of 1. See below
ON HAND
If the part consumed for the repair was sent to you by Lionel on a no charge part order DO NOT check this box. Simply click the
ADD icon to add the part to the repair. Include whatever parts were consumed in the particular repair you are completing.
If the part consumed for the repair was taken out of your store stock of repair parts you MUST check the ON HAND box. By checking the ON HAND box the part consumed will be automatically replaced to you at the end of the month in a no charge part order. This is new, in terms of Lionel policy. (Remember, you need to return the defective electronics at the end of each month. If they are not received within 45 days of the end of the month you will be charged for these items!)
Once a part has been added to the repair it will look like the screen shot below.
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Much like the AEM codes, if you entered the wrong part or realize you did not consume the part you just added in the repair,
you can delete it from the list by clicking on the delete icon . A warning message will appear, click OK to confirm removing this part from the list or Cancel to leave it on the list.
We ask that you accurately enter only the parts consumed in the actual repair. In these fields. You can enter as many parts as you consumed, so we have accurate picture of what the problems are, to back up the AEM codes and identify any problem areas that become consistent with our products.
ADDITIONAL INFORMATION
The TECHNICIAN’S NAME field is provided for you to mark your first initial and your last name, so everyone within your organization and within Lionel internally will know who performed the repair. You cannot save any changes to an RA unless this field has been completed.
NOTES TO LIONEL CUSTOMER SERVICE field is provided for you to communicate anything you feel is pertinent regarding this repair to Lionel Customer Service in private. Anything typed in this field will only be seen by Lionel Customer Service representatives and your service station personnel. An example of this would be as follows:
SHIPPING INFORMATION
If the customer is picking up the repair from your location you will not have any shipping expenses associated with this repair. Irregardless you will still be required the enter a zero dollar amount such as 0.00. The screen shot below shows a repair that is being picked up by the customer.
As you can see, the shipping method is marked as “Pick Up In Ohio” (this will soon be corrected to say “Pick Up”). The shipping expense is shown as $0.00. The tracking number has 4 letters typed in ABCD and the date shipped was selected from the calendar that appears (I entered the date the repair was actually completed and placed on the shelf for the custoemr to pick it
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up). If you are not shipping the repair to the customer simply click the SAVE CHANGES icon in the lower right hand corner and move on to the next section.
If you are shipping the repair to a customer, because they are located out of state, you will need to enter the required information to save this warranty return and subsequently be reimbursed by Lionel for your shipping expenses.
SHIPPING METHOD
The drop down list provides you with a total of 4 shipping company options; UPS, USPS, DHL or FedEx. Understand that Lionel will ONLY reimburse a shipment that was shipped using a GROUND option method. Do not ship packages Next Day Air or 3 or 3 day air, as we will NOT reimburse these amounts! Select the carrier you are using for the shipment.
SHIPPING EXPENSE
Once you have selected the carrier you must enter the cost of the shipment. This is the actual cost the carrier charges you. Enter the amount in the SHIPPING EXPENSE field.
TRACKING NUMBER
Regardless of the carrier you select you MUST enter the tracking number of the package. DO NOT EVER SHIP A PRODUCT OF ANY TYPE USING A METHOD THAT DOES NOT PROVIDE A TRACKING NUMBER! If you USPS use the Priority Mail option so you
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have a tracking number of some sort to enter into this field. If you select a carrier and enter a shipping charge there MUST be a tracking number otherwise Lionel will not reimburse the shipping charge (the tracking number needs to be for the package being claimed, not just a general shipment!).
DATE SHIPPED
You must enter the date the repair was shipped by selecting the date from the calendar that appears when you click in the field.
Once you have completed the required information click the SAVE CHANGES icon . This will save all the data and ensure you have not missed any required fields. In the event you forgot to complete a field you will get a warning message that will show the field you failed to complete. The example on the next page illustrates what this warning looks like. You MUST complete the field with the required information of the data will not be saved and you will not be able to continue.
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The Field will appear red, until you fill in the required data and click the SAVE CHANGES icon again.
Be certain that when you are completing the RA form you note the status as SHIPPED, so you will know the RA is completed.
Once you have completed the WARRANTY RETURN form and saved the changes. Please take a moment to review the data entered and confirm it is correct to the best of your knowledge. At this stage of the data entry process you can make any
necessary changes required. Just click the SAVE CHANGES icon after you change the data and it will be saved.
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SUBMITTING THE WARRANTY RETURN TO LIONEL
Now that the data has been completed and you are satisfied with the data you can submit the RA to Lionel for reimbursement.
To submit a WARRANTY RETURN to Lionel simply click on the SUMIT RA icon in the lower right hand corner of your screen. A warning message will appear that warns that once the RA has been submitted you will be unable to make
changes to the RA. If everything is satisfactory to you, click on OKAY to submit the RA and officially close it out.
After you have submitted the RA to Lionel there is one final step that must be completed. That is generating the repair slip that you provide to the customer. Once the page reloads (and the icons in the lower right hand corner disappear) you need to click on GENERATE REPORT to open the warranty return letter. This letter is shown on page 35. You MUST provide this page with the return of each product to the customer. This form provides the pertinent data regarding their repair. The work accomplished, the problems found and especially who performed the repair. The Generate Report link is found here:
The report will open automatically and will appear in a separate window. It will look like page 35.
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Print this report and put a copy with the repaired product, so the customer is aware of the problems and corrective actions performed to their product under the warranty service.
When you have processed a warranty repair the icons on your WARRANTY RETURNS index screen will change. The icons shown below are labeled A, B and C, the list below the photo illustrates what the icons represent.
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This icon will appear when an RA has been created, but thestatus has not been changed to received.
This icon appears when a repair has been marked as received, in process, processed or on hold (at this point the receipt has been uploaded).
These two icons appear when the RA has been completed, shipped and submitted to Lionel. The magnifying glass allows you to view the details of the transaction. However, since it has been submitted to Lionel for reimbursement you cannot edit any information.
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TRACKING PART ORDERS SUBMITTED TO LIONEL
After you have submitted either a warranty part order or a charge part order you can check the status of the order through your dealer portal. In addition to the system emailing you a confirmation when the order is received and then again when the order ships you can access the resource to trac orders through your dealer portal. Click on MY ACCOUNT in the upper right hand corner of your browser screen, as shown below.
The page below will appear on your screen. Now click on TRACK ORDERS
Once you click on TRACK ORDERS all orders you have placed will appear on the screen, along with status of each order. As shown below
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Details of every part order placed through your dealer portal will be displayed here, along with any orders placed internally at Lionel. The Estimated delivery column is simply a projected date, it is not accurate, as part orders are shipped the day after they are received. (the projected delivery date will be updated in the future.)
Click on the magnifying glass to view the details on any order. As you can see on the previous page, we have shown three different statuses, pending (meaning it was just received), On Hold (meaning there is a problem with the order) and shipped (which means it is enroute to you). The order number for each part order is also shown, should you need to reference it in an email to [email protected].
WARRANTY RETURN ACCOUNTING
We have included the functionality for each service station to view their warranty return reimbursements through the dealer portal. The complete functionality for this page has not been fully implemented. We are in the process of implementing this now and will post the instructions on how this works to the dealer portal when it is ready. Please look for an email in the near future announcing the implementation and instruction manual on how the functionality of this area will operate.