091319
Client Owned Part Returns
Quick Reference Guide
Canon Dell HP Business HP Consumer
All Parts Must Return Within 24 Hours of Closing the Call.
REFER TO SDO FOR EXTENDED PROCEDURES
CANON
 Parts ship with UPS Next Day return waybill.
 If waybill is missing -
• Contact Logistics to request a new waybill.
 Unused/DOA parts must have a completed re-
pair tag attached.
 Write dispatch number in 2 locations on box.
DELL (Also see Dell Quick Reference)
 All consumable parts must be returned.
 Parts ship with preprinted FedEx return waybill.
 If missing, fill out a blank FedEx Ground waybill
• Use Dell FedEx Acct # 358599125.
• Address to: Dell c/o Genco
4555 Creekside Pkwy, Ste A
Lockbourne, OH 43137
• Check 3rd party payment and Dell’s Bill to #
358599125.
 Use the same box the original part came in.
 Multiple parts must not be combined in a single
box unless shipped by Dell in a single box.
 Write DPS # on all sides of box on each box
shipped.
 Return to FedEx Ship Ctr or FedEx Kinkos
Store.
 FedEx will put barcode tracking label on box.
 Get RECEIPT with tracking # so you can update
your call with the FedEx Ground waybill num-
ber.
 Customer Kept must be recorded when closing
call with Customer Name, Phone, and Part Kept.
HP - COMMERCIAL BUSINESS
All parts must be returned to HP (EXCEPT USED-
CONSUMABLE parts).
 Each part should return individually to HP,
even if multiple parts were received in a single
container.
Hughes ITI Lenovo Lexmark SONY TV
 Each part should have 2 return labels -
Defective / DOA or UNUSED / NEW
If part was used and there is only an UNUSED /
NEW return label, then part is consumable and
should be posted as 02B - Customer Kept. In
closing, update the following prompt:
Prompt: What is the name or employee ID#
provided by the HP support assist line?
Answer: Used the part. Unused label only.
If the consumable part was not used then the
part should return with UNUSED / NEW return
label provided by HP.
If label is missing, go to http://hpi.upsrow.com/ and
use Login ID: ppsce and Password: ppsce (keep
confidential for HP use only). Be sure to include
OEM or PO # on label. Follow instructions pro-
vided in SDO.
 ONE part per box per return label. Leave un-
used label inside the box.
The good and defective labels typically have dif-
ferent return addresses.
DO NOT mix return waybills between calls and
parts.
 Verify part number on label matches the part
being returned.
If it does not match, escalate to WWTS Logis-
tics team or create a return label at http://hpi.
upsrow.com and use Login ID: ppsce and Pass-
word: ppsce (keep confidential for HP use only).
Be sure to include OEM or PO # on label. Follow
instructions provided in SDO.
 It is imperative that the label used matches the
return code used.
74 - Verified Failure
72 - Non-Defective GNU
55 - DOA/DFS
WP - Wrong Part in Box
PM - Part Missing
PD - Physically Damaged
AI - Assembly Issue
 Remove all old shipping labels and quality seals
from the box.

Client Owned Part Returns - Quick Reference
 Destroy the waybill not used, or leave it inside
the return box, as it cannot be used to return
any other part.
 Write the work order # and OEM # on the out-
side of the shipping box.
 Return all tablet tools as good using the pre-
paid label provided.
 Get a RECEIPT with the UPS tracking # and
keep as proof that parts were dropped off. Fail-
ure to maintain a record of tracking numbers
for validation could incur a penalty of part cost
back to you.
If part kept by customer, call HP Tech Support @
866-477-6222 Option 2 then Option 1. Code 95
for PCs and 94 for printers (Need name and ID.)
HP - CONSUMER
HP requires that ALL exchangeable parts be returned
(including WHOLE UNITS, good “unused” parts and
DOA parts). Use the pre-paid label shipped enclosed
in the plastic sleeve on the exterior of the box.
DO NOT RETURN Consumable parts, whether used
or unused. There are no waybills shipped with con-
sumable parts.
 Each replacement part is shipped with one
return label –
If label is missing, call HP RSG (877-309-
9212). RSG will email a printable return waybill
directly to you.
 ONE part per box per return label.
 Mark the Return Label with the condition of the
part – “Good”, “Unused”, “DOA” or “Defective”
 Verify part number on label matches the part
being returned.
If it does not match, escalate to WWTS Logis-
tics team or HP RSG (877-309-9212) for a new
return label.
 Each part received must be returned individu-
ally, even if multiple parts were received in a
single container.
 Remove all old shipping labels and quality seals
from the box.
 Write the work order # and OEM # on the out-
side of the shipping box.
 Return all tools sent for use in repairing tablets
as “good”. Use the pre-paid label provided.
 Get a RECEIPT with the FedEx tracking # and
keep as proof that parts were dropped off. Fail-
ure to maintain a record of tracking nmbers for
validation could incur a peanalty of part cost
back to you.
Page 2 - 091319
HUGHES
 Parts ship with pre-printed UPS ARS labels.
 Pack the part in the original box with the com-
pleted Part Repair Tag
 Write the work order # on the outside of the
shipping box
 Apply the appropriate UPS ARS return label to
the box.
 Used/DOA parts must return to designated
repair depot.
• if shipping to KY, write in and circle BAD on
the ARS label
 Unused/good parts (not part of regular inven-
tory) must be shipped to Outer Loop Drive, KY if
not on TSL listing.
• Write in and circle GOOD on the ARS label
ITI (Indusys Technology Inc.)
 You must return all parts within 24 hours of
servicing the site!
• Check the call notes to determine if you are
to return the part using the label in the box.
• Each part should be returned in the same
packaging material in which the replace-
ment part was received. The RMA # (ITI work
order number) must be visible.
• If a Part Return tag was included in the box,
mark ONE of the three boxes to properly
indicate whether the part is being returned
USED, NOT–USED or DOA.
• DO NOT return parts from multiple work
orders in the same box.
• For DOA part(s), write DOA in bold letters
on three sides of the box.
• When dropping off parts to be returned, get
a receipt from the drop off location that lists
the parts you are dropping off.
 Panel Returns
• If a panel ships to site it can be left onsite.
To have the part returned, call ITI to have
them schedule a return pick up from site.
The panel must be left packaged and ready
for the FDX/UPS driver.
• If you pick up the panel from the site, you
are responsible for returning it. Parts you
have picked up CANNOT be left onsite. If a
return label is needed call the GCC.
 Missing waybills

Client Owned Part Returns - Quick Reference
If the return waybill was not received,
• First, check the backside of the shipping
waybill that was used to ship the part to
you; check the packing slip on the outside
of the box; and check the bottom of the box,
under the packing material.
• If a return label is not included in the ship-
ment, email ITI directly at partreturn@iti-
worldwide.com. Copy the planner - Bill.Mullin@
WWTS.com.
• If a return waybill has not been received
within 3 days of the initial request, send a
follow up email with “2nd Request” in the
subject line.
 Missing Parts
• If a part shows shipped on the call but was
not received a short shipment must be
reported to ITI BEFORE going onsite. To re-
port a short shipment, call the GCC for ITI.
• If a short shipment is not reported before
going onsite WWTS will be held responsible
for parts cost of an unreturned part.
LENOVO Idea
 Parts shown as “Returnable” on the packing slip
(and in WWITS) must be returned to LENOVO
(see “Return” column - Y for returnable or N for
consumable parts).
• If the status of the part, Returnable or Con-
sumable, cannot be determined, contact the
GCC, Logistics, or email LRC@wwts.com.
• DO NOT return consumable parts, even if
they are not used. Leave all consumable
parts at the customer site.
 Apply the proper return label(s) to the box(es)
for each returnable part.
• The LENOVO call and part number are
printed on the Return labels. You must use
the return label received with the part. DO
NOT MIX LABELS between parts and service
calls.
• Returnable parts will come with a unique re-
turn waybill and a return label to be placed
on the bottom of the returning box. Only
check off if the part is DOA or UNUSED.
• Parts may be shipped in one container but
must be returned separately. One part per
box per waybill.
 Place the package(s) with the appropriate car-
rier.
Page 3 - 091319
 If the part received does not have a return la-
bel included in the packaging, first review the
received part packing list (or the information
provided in WWITS) to determine if the part is
returnable or consumable.
 Call the GCC or email LRC@WWTS.com for a re-
placement return label when
• The part is returnable and the return label
is missing.
• You received a damaged return label with
the part.
LEXMARK NBD
 All Lexmark parts return UPS.
If waybill is missing -
E-mail to us_order_management@lexmark.com and
copy Bill.Mullin@wwts.com (planner) and include:
• Lexmark Service Request# (SR#) for example
1-00123456789 and Part Number(s)
• Your name and phone number.
• Address where you would need the Return
Airway bill shipped. NO PO BOXES.
You will receive a reply and the Return Waybill
within 72 working hours.
 WWTS is liable for returns for ALL Onsite Re-
pair and Option Onsite Exchange service call
parts.
 Consolidated return shipping is allowed only for
the same work order.
 The packing slip determines the disposition of
the parts and how they are posted. These are
unique to each call. Part disposition changes
between calls.
 Printer/scanner replacements: Must be post-
ed as Cust Kept (02B) as customer is respon-
sible to contact Lexmark for the return of these
parts. No Auth required.
 Customer Kept: Authorization from Lexmark
Tech Support is required for all parts posted as
Cust Kept (02B). Narrative must contain Lex-
mark TS name and reason customer kept part.
 Calls are NEVER to be taken out of BO until all
parts are received unless authorized by Lex-
mark to proceed to site without part.
 Page 4 - 091319

Client Owned Part Returns - Quick Reference

LEXMARK 4 HR
Quick Reference Numbers
 Once the replenishment parts are received from
Lexmark, ship all returnable parts using waybill Canon 310-609-1250
provided by Lexmark (see Lexmark NBD pro- Missing Waybill
cess).
Dell SMT 888-744-9568
 Replacements shipped by Lexmark for any
Dell DSPQ 888-272-3355
spares taken from inventory are returned to
spares location. HP Business 866-537-9594
Missing Waybill
SONY TV HP Consumer 877-309-9212
 ALL PARTS ARE RETURNABLE PARTS Missing Waybill
• Parts cannot be posted as consumed (2A), SONY TV 866-514-7838
customer kept (2B), technician kept (2F), or
technician lost (2C).
 Parts ship with a pre-printed FedEx return Call Center
waybill.
800-374-0002
• If you are missing the return waybill, call or From land lines only
email Logistics.
• Do not mix return waybills between calls. 978-848-9301
From Corporate Cell Phones
 The return must include:
• Completed Television Part Return form (See
978-848-5017
Logistics Resource Ctr
HelpNet or SDO for form.)
• Packing List - Original or copy
• One waybill per box (e.g. If part is shipped
individually then each part should have its All parts - for any customer - must return
own return waybill and each part must be within 24 Hours of call closing.
shipped back the same way. REFER TO SDO FOR EXTENDED PROCEDURES
 Use the same box the original part came in.
• Multiple shipments must not be combined
in a single box and returned to Sony.
• Multiple parts shipped in a single box must
return in same box.
 Mark the box “RA WWTS - NEW”, “RA WWTS -
USED” or “RA WWTS - DOA” to inform Encom-
pass of the condition of the part in the box.
 Write the work order # and OEM # on the out-
side of the shipping box.
 Get a RECEIPT with the FedEx tracking # and
keep as proof that parts were dropped off. Fail-
ure to maintain a record of tracking numbers
for validation could incur a penalty of part cost
back to you.