Microsoft KB Archive/942924

= Policy: How to cancel or change Zune repair orders =

Article ID: 942924

Article Last Modified on 9/27/2007

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APPLIES TO


 * Zune Digital Media Player

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SUMMARY
This article describes how to cancel or change Zune repair orders.

Note You can cancel a repair order at any time before the customer sends the defective Zune to the service center. However, do not use the procedure that is described in this article after the customer has sent the defective Zune to the service center. If you have to cancel a repair order when the Zune is in transit to or from the service center, escalate the call instead.



In this policy:

 * Resend the shipping box or label
 * Change the destination address
 * Change an order
 * Cancel an order
 * In-warranty repair orders (no-charge)
 * Out-of-warranty repair orders (credit card payment)
 * Re-create an order

Resend the shipping box or label
Typically, you cannot change an order that is already in process, you can only cancel the order. However, you can ask the service center to reship the empty shipping box to collect a Zune when it is appropriate for an in-warranty customer.

Use this process if the customer has to update their address because they never received a shipping box, and the tracking information indicates that it was never sent or was lost, or the tracking information indicates that the box was not received because of a bad address.

To resend the shipping box, follow these steps:
 * 1) Open the Service Request (SR) that the repair order was created under.
 * 2) Document the reason why you want to cancel the repair order in the Service Request. Make a note of the issue coding of this Service Request in the scratchpad.
 * 3) Save the Service Request.
 * 4) Cancel the existing repair order, and then close the Service Request.
 * 5) Create a new Service Request. Enter the SR number of the original Service Request in the comments box of the new Service Request, code this new Service Request with the same issue coding of the original Service Request, and then save this Service Request.
 * 6) Confirm the customer details, update the registration with the address that the customer would like to use for delivery and create a new repair order to send the new box to the customer.

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Change the destination address
Occasionally, a customer calls to indicate that the empty box has been delivered to them to collect the Zune, but they have to change the address. Typically, this issue occurs because the shipping service contacted the customer when they tried to deliver the empty box again because of a bad address.

Although CAP does make allowances to send an address update to the service center, this feature does not work currently. The only way to alter an address is to cancel and close the repair order and update the customer registration with the correct address before you set up a new repair order.

If a Zune is already en route to or at the service center and is to be shipped back to the customer after repair, the Zune will be shipped to the original address that was used when the repair order was set up. In this case, the delivery address cannot be changed.

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Change an order
You cannot change an order that is already in process, you can only cancel and close the order.

Any Service Request that requires communication with the service center should be escalated to your Tier 2 or Supervisor agent who will liaise with the service center to resolve the query.

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Cancel an order
In CAP, you cannot cancel an order that has a Repair Pending repair status. To cancel a repair order, the status must be set to Initiate Repair Order.

You can cancel a repair order that has a Box Shipped repair status, but only if the customer has not yet sent the Zune to the service center. If the customer has sent the Zune or the accessory to the service center already and then the order is canceled, the Zune or the accessory may become permanently lost. If this is the case, escalate the call because the service center will not be able to send a replacement console or replacement accessory to the customer.

Do not cancel an order that has a Console Received, a Console Shipped, or a Fulfillment Shipped repair status. If you feel that a situation warrants cancellation of an order and the order is in one of these status, escalate to a supervisor.

 Cancel an in-warranty (or no-charge) order

Use this procedure if the original repair was a no-charge repair. To cancel it, follow these steps:  Open the Service Request. Document the reason why you want to cancel the order in the Service Request. Save the Service Request. On the left side of the screen on the Service Request tab under Tools, cancel the existing repair order, and then close the Service Request. Follow the steps listed for canceling an out-of-warranty repair order instead, if you receive the following error message when you try to cancel:

Cannot cancel order with non-zero cost



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 Cancel an out-of-warranty (credit card payment) repair order

Use this procedure if the original repair was an out-of-warranty (credit card payment) repair. To cancel it, follow these steps:  Open the Service Request.</li> Document the reason why you want to cancel the order in the Service Request and Save the SR.</li> On the left side of the screen on the Service Request tab under Tools, select Cancel Repair Order.</li> Confirm that you want to cancel the order by selecting Submit to complete the process.</li> Escalated to Tier 2 for processing of refund and cancellation of the repair order instead, if you receive the following error message when you try to cancel:

Cannot cancel order with non-zero cost

</li> Follow the steps listed for canceling an in-warranty repair instead, although you do not receive the error message in step 5, but checked that it is an in-warranty repair order.</li> Close the Service Request.</li></ol>

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Re-create an order
If you cancel a repair order, note the reason why you canceled the order in the Service Request comments.

Important To create a new order for a customer, you must create a new Service Request. Creating a new repair on an SR that had a prior repair will cause system problems and will result in no repair being seen by the SCV. If you re-create the order by creating a new Service Request, make sure that you correctly code the new Service Request with the same issue coding as the original Service Request. Also, in the notes of the new Service Request, include the Service Request number for the canceled order. For example, in the comments type something similar to the following text:

&quot;Replaced Service Request 123456789 because the customer asked to change his ship-to repair address.&quot;

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