INDEX

1 TOOLS 1
2 SHIPPING CODES 2
3 PAYCODES 3
4 ORDER STATUS CODES 4
5 RETURN ADDRESSES 5
6 CARRIERS 6
7 ABREVIATIONS
8 GLOBALY STANDARIZE TERMS
9 REQUEST
10 CUSTOMER CARE FOR PREMIER
TEMPLATE INDEX

CRA TEMPLATES
EXG TEMPLATES
SHO TEMPLATES
MCR TEMPLATES
INVOICE TEMPLATE
BUSINESS CASE TEMPLATE
 TOOLS
DELTA
DSA
GOV
BOSS
GCM
My Invoice
ART
ICVS
MOXIE
COMPASS
YODA
DEE
TAG TEAM
MAIN TOOLS

GAMA
ORDER BROKER

AUTOREPLY
POM

FEDEX
Carriers

UPS
CEVA
DHL

FUSION
FUSION
FUSION
FUSION
FUSION
FUSION LINKS

FUSION
FUSION
FUSION
FUSION
FUSION

FSR
Financial Service Request

FSR
FSR
FSR
FSR
FSR
FSR
 Financial Servic
FSR

TAX EXEMPTION
STS CALCULATOR
DOMS
POM
COLLECTOR LOOK UP
TRANSFER OF OWNERSHIP
Other links

LIST REMOVAL
STOLEN EQUIPMENT
Sales Force
My Intelligence
 FUNCTIONS
Main Tool
Sales Main Tool
expedite orders/ verify carrier/ get packing slip /verify stage of the order
To see if order is eligible for cancelation
Check Online Orders
Credit Memo/Invoice
create label for FedEx and UPS
create label only for UPS
emails main tool
credit 3rd party/ request for a license key 3rd party/ credit memo licence
cancelation of third party/ expedite/ review tracking#
bind licenses most commonly IDRACS
will place the tags under the order
find the region/channel to fill FSR
verify when with the DPID(order done online) the status of the order
NA Comm Returns Automation

Purchase order management (WTM)

track package
track package
track package
track package

TAX Return Post Invoice

COAF Pick up and Redelivery. More than 150 lbs
COAF Returns to Dell. More than 150 lbs
FRAUD FUSION. For orders more than 500USD
Logistics. Spare Parts
Logistics. Dell Product
POD for receiving team(system)
HAC Tool for ISR
Collectors Queue
POD for receiving team(3rd party)

HOME
Digital Returns
Invoicing
STS
WTM. Credit Card
WTM. Non Credit Card
Large Dollar
Out of Policy

Link for Tax Exemption

only used for STS request
address correction for a new order(not for exchange)/ Cancellation
Purchase order management (WTM)
look for the collector
Link for Customer so can request a Transfer Ownership

Stolen Equipment
Retail accounts
svc tag or order look up tool

BACK TO INDEX
 LINKS
https://isp.us.dell.com/callcenter_enu/start.swe?SWECmd=Login&SWEPL=1&SRN=&SWETS=
http://sales.dell.com/#/
http://gov.dell.com/#/search
http://bossdaoui.us.dell.com/BOSSPortal_DAO/ContentPages/Report/StatusHistory.aspx
http://tools.dell.com/GCM/GCMGlobal/GlobalUI.aspx
https://u2vmpwerecap03.aus.amer.dell.com/Myinvoicesinternal/CountryAndLanguagePopup.aspx
http://artadmin.dell.com/art/formLoginPage.xhtml
https://www.ups-psi.net/DellReturns/Login.asp
http://channelslb.us.dell.com/netagent/mainlogin.aspx/
http://compass.dell.com/snp/Compass_ViewAll.html?ViewName=view2
http://yodagfx.dell.com/YODA/yoda.jsp
http://cirrus-cdaportal.dell.com/DEEPortal/portal/GenericSearch.aspx
http://channels3.us.dell.com/netagent/cimlogin.aspx?questid=C7DDDEC1-107B-4A16-9B90-0567927D3922&portid=087ABB6
http://dstweb.us.dell.com/gama#/TandC+
http://orderbroker.dell.com/OrderBrokerUS/Global/web/Esmart/FindeOrder.aspx

https://salesoperations.one.dell.com/CC_Support_Dev/transformationteam/virtualassistant/Lists/Virtual%20Assistant%20Auto
http://auspomanfs.us.dell.com/POM/Search/SearchCriteriaPage.aspx

http://www.fedex.com/us/
https://www.ups.com/tracking/tracking.html
http://www.cevalogistics.com/
http://www.dhl.com/en.html

https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueID=5241
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=2637
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=5236
https://fusion.us.dell.com/Fusion/Core/submit.aspx?Queueid=7034
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=4203
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=788
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=3609
http://intranet.dell.com/dept/GRBOKMT/Care/Portal/Pages/AmericasUsContactCareApr2017.aspx
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=3609
https://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueType=4&queueid=1202

https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/FetchFormsToRequest
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=1129
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=220
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=2790
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=2887
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=2901
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=627
https://u1vmfsrprodapp1.aus.amer.dell.com/FSR/CreateRequest?FId=2720

https://www.dell.com/support/article/us/en/19/sln117638/claiming-tax-exemptions?lang=en

http://web6530.us.dell.com/
http://auspomanfs.us.dell.com/POM/Search/SearchCriteriaPage.aspx
http://auspwarapp01.aus.amer.dell.com/AR/
http://www.dell.com/support/retail/us/en/04/ownershiptransfer/IdentifySystem
http://www.dell.com/preferences/listremoval/?c=us&l=en
https://www.dell.com/support/incidents-online/ca/en/cadhs1/email/stolen
https://login.salesforce.com/
http://mintel.us.dell.com/DAO/ServiceTagInfo.aspx
10/3/20161
IF CUSTOMER HAS PROBLEMS WITH THEIR PREMIER ACCOUNT PLEASE GIVE TH

BACK TO INDEX
COUNT PLEASE GIVE THEM THIS INFORMATION
 SHIPPING CODES FOR ORDER
2 Next Business day delivery
7 Second Business day delivey
E Third Business day delivery
L Three - Five Business day delivey
] AMC (Austin Merge Center)

Other - Specify carrier - Dell pays freight charges = CCA

Q Customer carrier account - Specify carrier - Collect freight charges
> CFS / Arvato
A or + Value Added logistics Solutions - VALS
BACK TO INDEX
 Payment Method Pay Code
Pre-paid Check P BA
Wire Transfer W
Dell Preferred A/c R
Dell Lease A/c 5
Dell Lease A/c LATAM J
Founding Source #
Net 30 / Credit Terms O
Try and Buy B
Concession / Rev. Adj N
Master Card M
American Express A
Discover Card D
Visa Card V
Pay Pal C
SHOrt Order S
EXG G
Mass Merchant LATAM #
Net 30 / Credit Terms CANADA N
Transfer of funds LATAM 6 or T
Try and Buy CANADA E
BACK TO INDEX
 ORDER STATUS CODES
PA Pending Authorization
HL Hold
PP Pending Production
IP In Production
CL Canceled
SC Shipped Complete
MN Manifested
IN Invoiced

BACK TO INDEX
Product Type Revision Date 3-28-2016

Desktop - Systems

Notebooks - Systems

Servers - Systems

Power Connect/Data center Switches = Systems

Dell Projectors

Dell Branded Flat Panel Monitors (NO TV's!)

Dell Branded Touch Screens displays

Non Dell Branded Touch Screens Displays

Dell Branded Printers

3rd Party S&P

Non-Dell Branded items such as: TV's, Cameras, SanDisk MP3,
printers, Microsoft software, Games, Targus carrying cases, speakers,
wireless router kit, monitors etc.
A####### SKU types

3rd Party EMC (All EMC Product)

CRA & EXG must be approved by VP first.

Dell Piece Parts (Anything inside system): Hard Drive,

Power supply, Modem, Memory & MS SW sold with the system) Dell
Speakers, Dell Mice, Dell Keyboards & LCD's, COA's, Motherboards &
LCD's
Dell Ink and Dell Tonner

Depot Returns

Wyse Returns
All Returns (All DPS Types) Recycling Address Contact Information

Dell c/o Genco ARRC Nashville 6852

Eastgate Blvd Suite B Lebanon TN Fusion request Queue: US ARB System Discrepancies (3609)
37090

Dell c/o Genco ARRC Nashville 6852

Eastgate Blvd Suite B Lebanon TN Fusion request Queue: US ARB System Discrepancies (3609)
37090

Dell c/o Genco ARRC Nashville 6852

Eastgate Blvd Suite B Lebanon TN Fusion request Queue: US ARB System Discrepancies (3609)
37090

Dell ARRC Nashville 6852 Eastgate Blvd Fusion request Queue: US ARB System Discrepancies (3609)
Suite B Lebanon TN 37090

Dell c/o Genco 4555 Creekside Pkwy Receiving_F/[email protected]

Suite A Lockbourne OH 43137
Dell c/o CSAT 4949 Windfern Bay 4, Receiving_F/[email protected]
Dock 3, Houston TX 77041
Dell c/o CSAT 4949 Windfern Bay 4, Receiving_F/[email protected]
Dock 3, Houston TX 77041
Dell c/o Genco 4555 Creekside Pkwy Receiving_F/[email protected]
Suite A Lockbourne OH 43137
Dell c/o Genco 4555 Creekside Pkwy
Receiving_F/[email protected]
Suite A Lockbourne OH 43137

Dell c/o Genco ARRC Nashville 6852 https://fusion.us.dell.com/Fusion/Core

Eastgate Blvd Suite B Lebanon TN /submit.aspx?
37090 QueueType=4&queueid=1202

Dell c/o Genco ARRC Nashville 6852

Eastgate Blvd Suite B Lebanon TN Fusion request Queue: US ARB System Discrepancies (3609)
37090

Dell c/o Genco 4555 Creekside Pkwy

Receiving_F/[email protected]
Suite A Lockbourne OH 43137
 109 Triport Rd. Suite 1

Georgetown, KY 40324
Phone# 502-570-8545
Dell c/o Genco 4555 Creekside Pkwy
Receiving_F/[email protected]
Suite A Lockbourne OH 43137

Dell c/o CSAT 7909 Northcourt RD

Ste 500 Dock Door 58 http://fusion.us.dell.com/Fusion/Core/submit.aspx?QueueT
Houston, TX 77040
Dell c/o Genco ARRC Nashville 6852
Eastgate Blvd Suite B Lebanon TN
37090

BACK TO INDEX
Contact Name

Kevin Graf

Kevin Graf

Kevin Graf

Sean Templin

Keith Nicoll

Keith Nicoll

Keith Nicoll

Keith Nicoll

Keith Nicoll

Sean Templin

Kevin Graf

Keith Nicoll
 Keith Nicoll

Blanche Griffin

Kevin Mulder
 CARRIER EMAIL
[email protected]
ODFL [email protected]
[email protected]
FEDEX , [email protected]
UPS [email protected]
[email protected]
CHAMPAGNE
[email protected]
[email protected]
PILOT
[email protected]
[email protected]
SAIA
[email protected]
CEVA [email protected],
[email protected],
[email protected]
[email protected]
[email protected]

[email protected]
 PHONE

1-800-235-5569 800-322-5970

877-871-4501
800-742-5877 ore dial 0 to speak whit any agent / 1-800-877-1497
(615) 754-3731 Direct
615) 920-6456 Cell
877-549-0162 (Megan) / Tara

800-765-7242 xt7419
512 356 1700  / 512.356.1790 (Joanna Tondre)

BACK TO INDEX
 WEB PAGE

http://www.odfl.com/index.shtml

http://www.fedex.com/Tracking
http://www.ups.com/tracking/tracking.html

http://www.champagnelogistics.com/

http://www.pilotdelivers.com/

http://www.saia.com/v2/default.aspx

http://www.cevalogistics.com/en-US/Pages/default.aspx

CK TO INDEX
 Terms What does it stand for: BACK TO INDEX
1 AE Account Executive
2 AHT Average Handle Time
3 AMC Genco
4 CE Customer Experience
5 CPT Carrier Paid To
6 CFI Customer Factory Integration
7 CRA Credit Return Authorization
8 COD Cost of Disastifaction
9 CUIT Codigo Unitario de Identifacion Tributaria (LATAM)
10 CSAT Customer Satisfaction
11 CSMB Consumer Small Medium Bussiness
12 DEE Digital Entitlement Engine
13 DDU Delivered Duties Unpaid
14 DDP Delivered Duty Paid
15 DPS Dispatch Parts Service
16 DOA Dead on Arrival
17 EDD Estimate Delivery Date
18 ESD Estimate Ship Date
19 EXG Exchange
20 FSR Financial Service Request
21 EOL End of life
22 HW Hardware
23 FCA Free Carrier
24 IBU's International Business
25 IP In Production
26 ISM Inside Sales Manager
27 ISR Inside Sales Representative
28 IVA Impuesto de Valor Agregado (LATAM)
29 LOB Line of Business
30 MCR Manual Credit Request
31 MCT Manual Credit Tax
32 MWD Missing Worng Damage
33 NDBM New Dell Business Model
34 NIT Numero de Identifaccion Tributaria (LATAM)
35 OEM Original Equipment Modified
36 ODM Original Desing Manufactor
37 OP Order Processing
38 OOP Out of Policy
39 PO Purchase Order
40 RSD Regional Sales Director
41 RUT Rol Unico Tributario
42 RFC Registro Fiscal Contribuyente
43 SLA Service Level Agreement
44 STS Save the Sale
45 SC Ship Complete
46 SHO Short Order
47 SKU Stock Keeping Unit
48 SnP Software and Peripheral
49 SW Software
50 TSR Technical Service Request
51 VLA Volume License Agreement
O INDEX
 Globally Standardized
New Standard

Return (CRA / RMA)

Refund (MCR)

Concession-Save the Sale

Concession – Save the Sale
lly Standardized Terms
Definition
Dell will collect a product from the Customer.
In almost cases, a return will result in:
-a credit note if we have invoiced Customer but they have
not yet paid Dell.
-a refund if Customer has already paid Dell.
Dell gives the Customer a credit or refund with no product
being returned.
Save the Sale Activity : Dell provides the Customer Credit,
Coupon or Gift in order to avoid a return.
Dell provides the Customer a Credit, Coupon, or Gift to improve
Customer satisfaction after a Dell error has occurred.
BACK TO INDEX
 REQUEST
•Small Dollar MCR can be used with any Tier and must be profiled
with the Diagnostic Tiers that best match the root cause of the issue.
•Service, Installation, Warranty and License Credits/ Refunds
should be profiled with the Tiers that best match the root cause and
problem description of the issue.
•Service and Installation that never got fulfilled due to Dell error
should be profiled with the Tier: Missing-Service Never Fulfilled
•Missing Digital Licenses should be profiled under Information
Request- Software Licensing Information
•Contractual Returns: to be used for all Contractual and Stock
Rotation , Retailed and GCC Stock Rotation Return Requests
regardless of the root cause. China specific: Etail Exg etc.
BACK TO INDEX
 SCROLL DOWN FOR ALL TEMPLATES

OPENING UNUSED LABEL

DELL - Credit with Return Authorization. Order# ; SR# ; DPS# ; PO#
DELL - UPDATE Unused L
Good Morning/Afternoon Mr./Ms. XXXXXXXXX, PO#
Thank you for contacting Dell’s Customer Care Resolution Team. My name is Good Morning/Good Aft
XXXXXX XXXXXXXX and I will be glad to assist you until this issue is resolved.
I’m contacting you regard
We apologize for any inconveniences this issue may have caused. Your request number is SR# xxxxxxxxx
for a Credit Return Authorization has been approved and outlined below.
I’m just doing the follow
*****************************PLEASE items.
NOTE*********************************
Item to return: xxxxxxxxx
1. This Return Authorization is active for (10) Days only UPS Tracking# xxxxxxxxxx
2. Dell Requires Movement on Return Tracking within (3) Business Days Return Authorization# x
3. Ensure that there are no other tracking labels attached to your package
4. Write the Credit Return Authorization # on the outside of the box If you have additional qu
me know.
Service Request Number:
Original Order #: Regards,
Return Authorization #:
Purchase Order #:

Items to be returned on the above authorization number

[Qty 1]

A UPS pre-paid return shipping label/s may be retrieved at the following site.
Please be certain to mark the return authorization number on the outside of the
shipping box.

Return tracking #

****Please use the tracking# in each of the boxes provided in this email.****
If you have any questions during the course of our correspondence, simply reply ITEMS RECEIVE
to this message and I will do everything I can to provide you a definitive and
satisfactory answer to your inquiry. DELL - UPDATE Items R

Regards, Good Morning/ Aftern

Let me start with thank

I just have confirmation
and they are processin
credit memo for this re

Usually this process tak

72 hrs if credit memo h
soon as possible.

I will be in contact with

Again thanks for sendin

ITEMS ON THEIR WAY TO DELL Regards,
DELL - UPDATE Items on their way to Dell -

Good Afternoon Mr/Ms XXXXXXX,

Let me start with thanks for sending that/those XXXXXXXX back so fast!.
 I will be in contact with
Again thanks for sendin
ITEMS ON THEIR WAY TO DELL Regards,
DELL - UPDATE Items on their way to Dell -

Good Afternoon Mr/Ms XXXXXXX,

Let me start with thanks for sending that/those XXXXXXXX back so fast!.

I just have confirmation that carrier has package and will be delivering it on
Monday XX/XX/XXXX by end of the day to our receiving team in Xxxxxxx, XX ,
then they will process it and in the next couple of days after is received system
will generate credit memo for this return RETURN MUT
Usually this process takes up to 10 business days after item is received, but I will DELL - Return Multip
expedite as soon I have confirmation from carrier that was delivered to have that
credit memo as soon as possible. Good Morning/After
I will be in contact with you this next couple days. Thank you for conta
Fernandez and I will
Again thanks for sending item back so fast!!
We apologize for any
Regards, a Credit Return Auth

Below you will find a

XXXXXXXXX; XXXXXX

*****************
NOTE************

1. This Return Autho

2. Dell Requires Mov
3. Ensure that there
4. Write the Credit R
DIGITAL RETURNS A UPS pre-paid retur
Please be certain to
DELL - Digital Returns - Order# ; SR# ; HAC Incident# ; PO# shipping box.

Good Morning/Afternoon Mr./Ms. XXXXXXXXXX, 1. Order # XXXXXXXX

Return Authorizati
Thank you for contacting Dell’s Customer Care Resolution Team. My name is Items to be return
Diego Fernandez and I will be glad to assist you until this issue is resolved. [Service Tag# XXXXX
Return tracking #
I just filled and sent request to [SOFTWARE PUBLISHER NAME] to process return Return tracking #
for this licenses. I need to provide you some information that is critical for any
3rd party software return. 2. Order # XXXXXXX
Return Authorizati
Software licenses purchased under any type of volume license agreement may be Items to be return
returned only with the express approval of the publisher, which in many [Service Tag# XXXXX
circumstances will NOT be granted. Return tracking #
Return tracking #
Additionally, while the SLA to address your return request is 24 hours, it can take
up to four weeks for a publisher to approve or deny our return request. 3. Order # XXXXXXXX
Return Authorizati
Credit will not be issued until approved by the vendor. Credit will only be issued Items to be return
in the form of payment that was originally made. [Service Tag#XXXXXX
Return tracking #
As soon as I have approval from 3rd party (this case Microsoft) will go ahead and Return tracking #
process that credit for you.
4. Order # XXXXXXXX
I will be in contact with you to update about your request. Return Authorizati
Items to be return
If you have any questions during the course of our correspondence, simply reply [Service Tag#XXXXXX
to this message and I will do everything I can to provide you a definitive and Return tracking #
satisfactory answer to your inquiry.

Regards, ****Please use the

If you have any ques

process that credit for you.
4. Order # XXXXXXXX
I will be in contact with you to update about your request. Return Authorizati
Items to be return
If you have any questions during the course of our correspondence, simply reply [Service Tag#XXXXXX
to this message and I will do everything I can to provide you a definitive and Return tracking #
satisfactory answer to your inquiry.

Regards, ****Please use the

If you have any ques

this message and I w
satisfactory answer

Regards,

CREDIT MEMO
DELL - UPDATE Credit Memo Generated -

Good Morning/Afternoon Mr/Ms XXXXXXX,

Attached to this message you will find copy of reference credit memo for Dell
Order # XXXXXXX, which requested credit authorization has been successfully
completed.
I have closed Service Request # XXXXXXXX , concerning your credit memo request.

Within 24 hours, you will receive a one-time survey, about your experience with
me. This survey is specifically about me, Dana Chong, and the service I provided
on this particular issue. The feedback is very important to me and my manager, as
it helps me continue to learn and provide great customer service.
CLOSING CAS
If you have additional questions or concerns regarding this issue, please let me
know. DELL - UPDATE Clos
Regards, Good Morning/ Afte

As we have not yet

and had no answer,
follow up case as re

If you need to reope

Any questions pleas

Have a great day.

TEMPLATES BACK TO INDEX

UNUSED LABELS
DELL - UPDATE Unused Labels - Credit with Return. For Order# ; SR# ; DPS# ;
PO#

Good Morning/Good Afternoon Mr./Ms. XXXXXX,

I’m contacting you regarding the Order Number: xxxxxxxxxx , your case
number is SR# xxxxxxxxxx.

I’m just doing the follow up on this case, please remember to send back the
items.

Item to return: xxxxxxxxxxxxxxxxxxxx

UPS Tracking# xxxxxxxxxxxxxxxxxxxxxx
Return Authorization# xxxxxxxxxxxxxxxxxxxx

If you have additional questions or concerns regarding this issue, please let
me know.

Regards,

ITEMS RECEIVED - RECEIVING TEAM PROCESSING

DELL - UPDATE Items Received -

Good Morning/ Afternoon Mr./Ms. XXXXXXXXX,

Let me start with thanks for sending items so fast!.

I just have confirmation that carrier delivered this today to our receiving team
and they are processing it and in the next couple of days system will generate
credit memo for this return.

Usually this process takes up to 10 business days but I will request an expedite in
72 hrs if credit memo have not been generated, to have that credit memo as
soon as possible.

I will be in contact with you this next couple days.

Again thanks for sending items back so fast!!

Regards,
I will be in contact with you this next couple days.
Again thanks for sending items back so fast!!

Regards,

RETURN MUTIPLE ORDERS

DELL - Return Multiple Orders

Good Morning/Afternoon Mr./Ms. XXXXXXX,

Thank you for contacting Dell’s Customer Care Resolution Team. My name is Diego
Fernandez and I will be glad to assist you until this issue is resolved.

We apologize for any inconveniences this issue may have caused. Your request for
a Credit Return Authorization has been approved and outlined below.

Below you will find all the information for the return of those X Orders [XXXXXXXX;
XXXXXXXXX; XXXXXXXXX; XXXXXXXX]

*****************************PLEASE
NOTE*********************************

1. This Return Authorization is active for (10) Days only

2. Dell Requires Movement on Return Tracking within (3) Business Days
3. Ensure that there are no other tracking labels attached to your package
4. Write the Credit Return Authorization # on the outside of the box
A UPS pre-paid return shipping label/s may be retrieved at the following site.
Please be certain to mark the return authorization number on the outside of the
shipping box.

1. Order # XXXXXXXX
Return Authorization #: XXXXXXXX
Items to be returned on the above authorization number [Qty X] XXXXXXXXXXX
[Service Tag# XXXXXXX]
Return tracking #
Return tracking #

2. Order # XXXXXXX
Return Authorization #: XXXXXXX
Items to be returned on the above authorization number [Qty X] XXXXXXXXXXX
[Service Tag# XXXXXXXXXXX]
Return tracking #
Return tracking #

3. Order # XXXXXXXXX
Return Authorization #: XXXXXXXXX
Items to be returned on the above authorization number [Qty X] XXXXXXXXXX
[Service Tag#XXXXXXXXX]
Return tracking #
Return tracking #

4. Order # XXXXXXXXX
Return Authorization #: XXXXXXXXX
Items to be returned on the above authorization number [Qty X] XXXXXXXXX
[Service Tag#XXXXXXXXX]
Return tracking #

****Please use the tracking# in each of the boxes provided in this email.****

If you have any questions during the course of our correspondence, simply reply to
4. Order # XXXXXXXXX
Return Authorization #: XXXXXXXXX
Items to be returned on the above authorization number [Qty X] XXXXXXXXX
[Service Tag#XXXXXXXXX]
Return tracking #

****Please use the tracking# in each of the boxes provided in this email.****

If you have any questions during the course of our correspondence, simply reply to
this message and I will do everything I can to provide you a definitive and
satisfactory answer to your inquiry.

Regards,

CLOSING CASE - NO ANSWER

DELL - UPDATE Closing Case NO ANSWER-

Good Morning/ Afternoon Mr./Ms. XXXXXXXX,

As we have not yet received a response regarding these items and tried to call you
and had no answer, the return authorization has expired, and I am closing the
follow up case as resolved.

If you need to reopen this case please resubmit a new request.

Any questions please or comments, please let me know.

Have a great day.

 SCROLL DOWN FOR ALL TEMPLATES

OPENING EXG Order in Pr

Good Morning/Afternoon Ms/Mr. XXXXXXXX Dell - UPDATE Exchange O
Thursday, July 13, 2017
Thank you for contacting Dell’s Customer Care Resolution Team. My name is
Diego Fernandez and I will be glad to assist you until this issue is resolved. Good Morning/Afternoon
We apologize for any inconveniences this issue may have caused. Your request
for a Replacement Order has been approved and outlined below. This email is to update yo

**************** PLEASE NOTE **************** Right now order# XXXXXX

1. This Replacement Order requires the return of the original product. estimated to be shipped o
2. To ensure that you are not invoiced twice, Dell Requires Movement on has a hold due 2 parts are
Return Tracking within (3) Business Days
3. Ensure that there are no other tracking labels attached to your package [Check GOV If there is any
4. Write the Return Authorization # on the outside of the box
5. This order has been expedited and includes next day shipping, however, it As soon as we have those
may take 3-5 business days to process and ship the item. building it and will ship it
week. Will be following u
Step 1: Return your item(s) that as soon as we haver

Service Request Number: XXXXXXXXX Thanks for your understa

Original Order #: XXXXXXXXX
Purchase Order #: XXXXXXXX Regards,
Replacement Request# XXXXXXXXXX
Return Authorization #: XXXXXXXXXX

Items to be returned on the above authorization number:

[Qty X] XXXXXXXXXX [Service Tag# / SKU# ]

- A UPS pre-paid return shipping label(s) has been attached to this e-mail.
Please be certain to mark the return authorization number on the outside of the
shipping box.

Return tracking # XXXXXXXXXX CLOSE CASE ITEM

****Please use the tracking# in each of the boxes provided in this email.****
Please feel free to contact me directly via email if you have any questions or DELL - UPDATE Items D
concerns.
Good Morning/Afterno
Regards,
Good Morning, with re
morning/afternoon), I
as resolved /tried to co
away at the moment.

Just to update you that

resolved satisfactorily,
and was signed by XXX

If you have any questio

reason, please let me k
You may receive a one-

The survey has 10 brie

The first (1st) question

Customer care resoluti
of this case.

The rest of the questio

 reason, please let me k

You may receive a one-

The survey has 10 brie

The first (1st) question

MISSING ITEM Customer care resoluti
of this case.
DELL - Exchange for Missing Item-
The rest of the questio
Thank you for contacting Dell Customer Care and allowing us the opportunity to feedback for any other
assist you in this case. My name is XXXXXXXXXXXX and I'm a Sr. Representative you can use the comm
for customer Care. the Care Managerial te

I am very sorry for any inconvenience and delay the missing item may have Thank you for choosing
caused you. I have submitted the request for the missing item to be shipped.

Description of the new order:

Quantity: X
Product Number: XXX-XXXX
Description: XXXXXXXXXXX

Your new order number for the missing item is: XXXXXXXXXX

Please understand that although this request has been expedited and set as a
priority for your convenience.

You may track the status of your order

https://www.dell.com/support/orderstatus/ca/en/cabsdt1?c=ca&l=en&s=bsd
The Service Request Number for this issue is XXXXXXXXXX

Regards,
TEMPLATES BACK TO INDEX
EXG Order in Production (Order on HOLD)
Dell - UPDATE Exchange Order is In production -
Thursday, July 13, 2017

Good Morning/Afternoon Mr./Ms. XXXXXXX

This email is to update you about status of your exchange order.

Right now order# XXXXXXXX for that XXXX System is in production and is
estimated to be shipped on July 18th and Delivered to you on July 19th. It
has a hold due 2 parts are on a shortage, exact parts are:

[Check GOV If there is any HOLD if not delete discard this part]

As soon as we have those parts shipped to us, production team will finish
building it and will ship it to carrier, thats why estimated time is for next
week. Will be following up your order with production team to expedite
that as soon as we haver parts.

Thanks for your understanding,

Regards,

CLOSE CASE ITEMS DELIVERED

DELL - UPDATE Items Delivered -

Good Morning/Afternoon Mr./Ms. XXXXXXXX,

Good Morning, with reference to our phone conversation (this

morning/afternoon), I hereby confirm that Service Request # XXXXXXXX will label
as resolved /tried to contact you at your contact phone but looks that you were
away at the moment.

Just to update you that will proceed to close the Service Request# XXXXXXXXX as
resolved satisfactorily, as new monitor was delivered on Wednesday XX/XX/20XX
and was signed by XXXXXXX

If you have any questions or comments, or need me to reopen the case for any
reason, please let me know.
You may receive a one-time survey on your Service request # XXXXXXX.

The survey has 10 brief questions.

The first (1st) question relates specifically to your interaction with me as your
Customer care resolution Specialist and the service I provided during the course
of this case.

The rest of the questions invite you to rate your overall experience. If you have
reason, please let me know.

You may receive a one-time survey on your Service request # XXXXXXX.

The survey has 10 brief questions.

The first (1st) question relates specifically to your interaction with me as your
Customer care resolution Specialist and the service I provided during the course
of this case.

The rest of the questions invite you to rate your overall experience. If you have
feedback for any other department or overall comments on your Dell experience
you can use the comment box in question 10. This feedback is received by
the Care Managerial team to assess and improve customer care.

Thank you for choosing Dell.

 SCROLL DOWN FOR ALL TEMPLATES
FOR ITEMS WITH VALUE OF LESS THAN 100 USD
OPENING SHO DELIVERED
Dell - Short Order for Missing part/Damage Part/Wrong Part - Order #, PO#, DELL - Part Delivered (Clo
SR# ; EXG Order# ; DPS# /Damaged Part/Wrong Pa

Thank you for contacting Dell Customer Care and allowing us the opportunity to Good Morning/ Afternoo
assist you in this case. My name is XXXXXXXXXXXX and I'm a Sr. Representative
for customer Care. Good Morning, tried to co
you were away at the mo
I am very sorry for any inconvenience and delay the missing/Damaged/Wrong
item may have caused you. I have submitted the request for the missing item to Just to update you that w
be shipped. as resolved satisfactorily,
xxxxxxxxx and were signe
Description of the new order:
Quantity: X If you have any questions
Product Number: XXX-XXXX any reason, please let me
Description: XXXXXXXXXXX
You may receive a one-tim
Your new order number for the missing item is: XXXXXXXXXX survey has 10 brief questi

Please understand that although this request has been expedited and set as a The first (1st) question re
priority for your convenience. your Customer care resol
the course of this case.
You may track the status of your order
The rest of the questions
https://www.dell.com/support/orderstatus/ca/en/cabsdt1?c=ca&l=en&s=bsd have feedback for any oth
experience you can use th
The Service Request Number for this issue is XXXXXXXXXX received by the Care Man

Regards, Thank you for choosing D

TEMPLATES BACK TO INDEX
S THAN 100 USD
SHO DELIVERED
DELL - Part Delivered (Closing Case) - Short Order for Missing part
/Damaged Part/Wrong Part

Good Morning/ Afternoon XXXXXX,

Good Morning, tried to contact you at your contact phone but looks that
you were away at the moment.

Just to update you that will proceed to close the Service Request# xxxxxxxx
as resolved satisfactorily, due missing memories were delivered on
xxxxxxxxx and were signed by xxxxx

If you have any questions or comments, or need me to reopen the case for
any reason, please let me know.

You may receive a one-time survey on your Service request # xxxxxx. The
survey has 10 brief questions.

The first (1st) question relates specifically to your interaction with me as

your Customer care resolution Specialist and the service I provided during
the course of this case.

The rest of the questions invite you to rate your overall experience. If you
have feedback for any other department or overall comments on your Dell
experience you can use the comment box in question 10. This feedback is
received by the Care Managerial team to assess and improve customer care.

Thank you for choosing Dell.

 SCROLL DOWN FOR ALL TEMPLATES
FOR ITEMS WITH VALUE OF LESS THAN 100 USD
OPENING MCR CLOSE - CR
DELL - Manual Credit Return Authorization - Order # ; PO#; SR# ;DPS# DELL - UPDATE Credit Me

Good Morning/Afternoon Mr./Ms. XXXXXXXXX Good Morning/Afternoon

Thank you for contacting Dell Customer Care and allowing us the opportunity to Attached to this message
assist you in this case. My name is XXXXXXX and I'm a Sr. Representative for Dell Order # XXXXXXXXX,
Customer Care. Authorization has been su

I apologize for any inconveniences this issue may have caused. I have closed Service Req
for XXXXXX charges.
I have submitted the Manual credit request (MCR)
Within 24 hours, you will
Original Order #: XXXXXXXX with me. This survey is sp
MCR #: XXXXXXX provided on this particula
my manager, as it helps m
It takes approximately 24-48 business hours for the request to be processed. service.

As soon as I have approval I will let you know. If you have additional que
me know.
Service request#: XXXXXXXXX
Regards,
Kind Regards,
TEMPLATES BACK TO INDEX
S THAN 100 USD
MCR CLOSE - CREDIT MEMO
DELL - UPDATE Credit Memo Generated -

Good Morning/Afternoon Mr./Ms. XXXXXX,

Attached to this message you will find copy of reference credit memo for
Dell Order # XXXXXXXXX, which requested Manual Credit Return
Authorization has been successfully completed.

I have closed Service Request # XXXXXXX , concerning your refund request

for XXXXXX charges.

Within 24 hours, you will receive a one-time survey, about your experience
with me. This survey is specifically about me XXXXXXXXXX, and the service I
provided on this particular issue. The feedback is very important to me and
my manager, as it helps me continue to learn and provide great customer
service.

If you have additional questions or concerns regarding this issue, please let
me know.

Regards,
 SCROLL DOWN FOR ALL TEMPLATES

OPENING
DELL - Copy of Invoice # / Credit Memo #- Order # ; PO#; SR# ;DPS#

Good Morning/ Afternoon Mr./Ms. XXXXXXXX,

Here is the invoice for Order # , DPID# , PO# .

A copy of your invoice has been attached to this response.

This file is being sent to you in Adobe Acrobat Reader format (.PDF). Please
confirm that this software is installed on your system prior to attempting to
open this document.

If you do not have Adobe Acrobat Reader installed on your system, you can visit
http://www.Adobe.com and click on the “Get Adobe Reader” icon to download
the free software.

If you are unable to open the file attachment, please reply to this email with a
fax number and we will gladly fax you a copy of your invoice. The Service
Request Number for this issue is XXXXXXXX.

Regards,
TEMPLATES
BACK TO INDEX
 SCROLL DOWN FOR ALL TEMPLATES
REMEMBER BUSINESS CASES ARE EMAILS FOR ISR
DIGITAL RETURS OUT OF POLICY
Good Morning/ Afternoon XXXXXX, Good Morning/Afternoon

Thank you for contacting Dell’s Customer Care Team. My name is XXXXX and I Thank you for contacting
will be taking care to honor this request My name is XXXXXXXXXX
resolved in its entirety.
In order to process the IDRAC credit request, could you please provide the
following information for the digital return form to be submitted. I would like to ask you if y
questions regarding your
• What is the root cause causing the return?
1. What is the root cause
• When the error occur ?/Who caused the error? 2. What happened exactl
3. Why is this request bei
• How exactly were orders placed incorrectly?
Once I receive your respo
• What efforts have been made to Save The Sale? the out of policy procedu

• Why is this request being requested outside the 30 day policy? What Thank you and I do apolo
caused the delay?

• When did the customer first contact Dell about this issue that is now
resulting in the return request?
• Does the customer requested Tech Support or Care Dept. assistance?
( Provide a SR# opened within the 30days ).

• Did you acknowledge the customer that will be apply a re-stocking fee
( 15% as minimum) for returns over 30 days ?

• What is Last 4 quarter revenue / mgn history with this account and do we
have any large opportunities in SFDC?

• Please provide a valid business case to seek approval for this Out of Policy
return.

• Please mention if the customer have any OOP return already processed
during this FY?

Please provide a valid business case to seek approval for this Out of Policy
return.

I’ll be waiting for your response

As soon you provide the information I proceed.

Regards,
TEMPLATES BACK TO INDEX
RE EMAILS FOR ISR
OUT OF POLICY
Good Morning/Afternoon XXXXXXX,

Thank you for contacting Dell's Customer Care Resolution Department.

My name is XXXXXXXXXXX. I will be your point of contact until this matter is
resolved in its entirety.

I would like to ask you if you can please provide with the answer on these
questions regarding your return because it is outside of Dell's return policy.

1. What is the root cause causing the return?

2. What happened exactly?
3. Why is this request being requested outside the 30 day policy?

Once I receive your response, I will go ahead and proceed with next steps of
the out of policy procedures, I will be informing you.

Thank you and I do apologize for the inconvenience.