Returned Goods Authorization (RGA) Request

Submitting an RGA request for credit through Online Customer Service (OCS) is the fastest and most efficient way to submit an RGA request for approval. Key features include:

Significant reduction in time to submit a request for credit,
Automatic email notification from request, to approval, and to credit,
Ability to include multiple product types (Control products, Automation, Drives, etc.), multiple request types (Standard, Warranty, Quarterly Stock Return, etc.), as well as multiple purchase order numbers,
Ability to immediately obtain a confirmation number that can be used as the search criteria in RGA Inquiry to view real-time status and details of your request,
Pre-validation of item, PO, price, and returnability status, and
Real-time status via RGA inquiry which reduces and eliminates phone calls.

RGA Request Screen (Web Page)

The RGA Request function provides you with the ability to create and submit an electronic Returned Goods Authorization Request within OCS. Before we begin the task of creating a request, let’s take a look at the different areas of the screen and the information provided as well as the functions that can be executed.

Figure 1: RGA Request Form

Header Information

The top portion of the screen, typically referred to as the header, contains information describing the account, the current location within OCS, request totals, and other information. Starting in the upper-left corner of the header, the account name and the associated account number are displayed. Just below the account name is the bread crumb which keeps you from getting lost and allows you to return to previous screens. And finally, below the bread crumb is a block of information called Request Totals and Quarterly Stock Return.

Request Totals

When request lines are validated, OCS automatically calculates the total dollar value of your request and displays the amounts by request type as well as the request total. This information is displayed in the Request Totals Information block.

In the upper-right corner of the header, you will notice several links. By clicking these links you can access a training tutorial associated with the RGA Request, OCS online help that displays the RGA Request topic within the full help system, and the RGA Policy. Additionally, after you have entered data in the request form, the data can be exported to an excel spreadsheet using the Export to Excel link.

Just below the header portion of the RGA Request Screen, center portion of the screen, you will find the data entry fields of the RGA Request. As you scan across the column headings, you will notice that some fields are marked with a red asterisk. These fields are required, which means data must be entered in these fields. Some of the fields, such as Status and Item Description, are populated by OCS as you complete the required fields and validate the request. The table below identifies each of the fields and provides a brief description of each.

Field Name

Description

Status

This field is a Read Only field and is populated by OCS when data is entered for the line item or when validation occurs. Status values are Unvalidated, Validated, and Error.

Unvalidated: An entered line item will display a status of Unvalidated until validation of the line item is initiated by the user. Once validated, if the line item is changed for any reason, the status will reflect Unvalidated until such time the line item is again validated.
Validated: An entered line item will display a status of Validated once validation of the item has occurred and no errors exist for the line item.
Error: An entered line item will display a status of Error once validation of the item has occurred and an error is detected by OCS. The error could be an invalid item ID, an invalid PO/SO for the item, or a required field that was incorrectly left blank.

Request Type

This field is required and you must select one of four available options for the line item: Quarterly (Qtr) Stock Return, Standard RGA, Siemens Error, or Warranty.

Qtr Stock Return: Designed to assist partners in reducing slow moving inventory. The partner certifies that the material returned is new, unopened, unused, current revision, and is defined as returnable.
Standard RGA: Applies to those items that are considered “Returnable” products, in the original carton, and in a resalable condition.
Siemens Error: Allows the partner to return material received due to a Siemens error. A reason code will be required.
Warranty: Enables partners to return product if found to be non-conforming to the standard terms and conditions of the sale. A reason code will be required.

More information about each of these request types can be found in the RGA Policy.

Sub Type

This field is required and the selection control will be enabled when a Request Type of Siemens Error or Warranty is selected for the line item.

Request Type	OCS Reason Code	Comment Required
Siemens Error	Incorrect Ship To Address	N
Siemens Error	Duplicate Shipment	N
Siemens Error	Incorrect Material Received	Y
Siemens Error	Late Shipment	Y
Siemens Error	Incorrect Account Number	Y
Siemens Error	Over Shipment	N

Warranty	Damage	Y
Warranty	Product Mislabeled	N
Warranty	Out of Box Failure	Y
Warranty	Product Recall	N

Item #/UPC

This field is required and will accept a Siemens Item ID, a Customer Item ID (account mapping required), or a UPC. However, when the RGA Request is submitted, OCS will convert the information in this field to an ID number. Invalid item IDs will error and a search link will be available to search for a valid item ID.

Item Description

This field is populated by OCS once data is entered in the Item #/UPC field and the request is validated. A brief description of the product is displayed in this field. This field is Read Only.

Quantity (Qty)

This field is required and will be blank until you enter the desired quantity of the product being returned through this request.

PO/SO

This field is required and will be blank until you enter the Purchase Order or Sales Order under which the line item was purchased. When the request is validated, OCS will compare the entered Item # to the entered PO Number and determine if the PO Number is valid.

Net Price

This field is populated by OCS when the request or line item is validated; however, the dollar value populated by OCS can be reduced by the user if the item was purchased at a lower price.

Extended (Ext) Price

This field is a Read Only field and is populated by OCS when the request or line item is validated. OCS calculates the value based on the Net Price and the line item quantity.

Stock Fee

This field is a Read Only field that indicates if a Restock Fee is applied to the requested line item. If the Restock Fee is applicable, OCS displays a Yes value in the field; otherwise, the field remains blank. A Restock Fee is applied to Standard and Non-Standard Request Types.

Notes

This field is required when a request type of Siemens Error or Warranty is selected. A comment must be added to further clarify or define review requirements for the line item.

Table 1: RGA Request Form Fields

At the bottom of the RGA Request screen are several control buttons. With a single or multiple line items selected, these controls execute functions such as removing request line items and selecting a request type. The Validate button validates the request and the line items in a status of unvalidated or error. The fourth control, when enabled, executes the request submission function. In addition to the button controls, you will find a link to add rows to the current form and controls to expand or collapse the length of the viewable form.

Copy/Paste

This function allows you to copy multiple item IDs from an excel spreadsheet and paste them into the RGA Request form. This functionality will be demonstrated during the creation of an RGA request. Now that we have a basic understanding of the RGA Request Form and its data fields, we can create an RGA Request, validate the request, and finally, submit the request.