1. Customer indicates they would like a replacement.
2. Locate and pull up order in JDE.
3. From header attachment, access PDF of invoice and move to Right Screen.
4. Determine what item/items or components need to be replaced, the quantity and what date the customer needs the material. *
5. Check that a replacement or credit isn’t already in the system.
6. If not already established, ask why customer wants a replacement. Ask appropriate follow up questions concerning the replacement.
7. Always track the shipment to see if there were any delays or delivery exceptions.
8. After keying a replacement, remember to provide customer with confirmation number and release from hold.
9. You may process 2^nd replacements. Always be sure to “Replace the Replacement Order” rather than the original. Please notify the department if you begin to see any trends in 2^nd replacements. For 3^rd replacements, please notify the department before proceeding with replacement.

* Stock items that are Broken, Damaged or Defective may require Replacement with Return: See Returns Guidelines  for instructions if return required.