Standard Operation Procedure Vol. 1.

Returns due to dealer mistakes Page 1/3

1. Basic Information
Process ID Process Path

- MBR
- Parts Operations
MBR-SALES-01
- Sales / Materials
- Returns due to dealer mistakes

2. Approval
Writer Manager Coordinator

Name Bruno Lima Wilton Garcia Bruno Lima

Date 30/09/2020

3. History
Revision Comment Writer Date

1.0 Initial Draft Bruno Lima 30/09/2020

4. Overview
Overview

In 2019 HQ audit forbid the dealers returns due to mistakes in purchases. The main cause
that was indicated as nonconformity, was the operational cost that was not being refunded to
Mobis during the return process. This decision, caused impact at the dealeship that since
then are constantly complaining about the lack of possibility of returning parts.
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5. Scope
Description

Acceptance of a new procedure to ensure the Mobis reimbursement of the operational cost
(20% of the goods value), and no impact at the inventory.

6. Role & Responsibility

In-charge Role & Responsibility

Check in the system the claims about this demanda, evaluate if the claim is ok
Quality or not, inform material team about the demand and make the final inspection
of the goods.

Analyze the claims to check if it is possible to receive the goods without

Materials
impacting in the inventory.

Make the communication between Mobis internal teams and dealer through
Sales
the process, issue the debit invoice Dealer have to pay the freight back to RDC.

Finance Create the billing document and confirm the payment receipt to sales team.

7. Related Documents
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8. Process diagram & description

№ Activity Responsibility Tools Details

Dealer will insert the Claim at DPOS - DP27 - Reason "I:Return" - So

1 Claim Insert
2 Claims Check
3 Inventory impact analysis
Debit Note Emission /
4 Sales / Finance
Billing document
5 Debit Note payment
6 Payment confirmation
Goods return
7 Sales
confirmation
8 Goods return MBR
Dealer DPOS
insert all evidences (e-mails / photos / order service etc - DP28
Quality team will check the the open claims for Reason "I:Return" -
Quality DPOS /EMAIL check the necessary information, if it is all right - will comunicate
material team about the demand.
Material team will check the inventory and the planning about the
part number of the claim, in order to avoid any kind of possible
AMOS / EXCEL /
Material negative impact to Mobis. If the good atend to Mobis Demand the
EMAIL
process go on next step with sales team, if not it is denied, quality
team will be warned.
Sales team will issue the debit note and inform the Finance team
about the document, for setting the bank process. After that will
Email / AMOS
send to dealer the debit note about the 20% of the invoice value to
charge the dealer about the operational cost involved.
Dealer Bank system Dealer pays the document
Finance Email Finance team warns sales team about the payment
Sales team will inform the dealer that the payment process is ok -
Email and they are able to schedule the return accordint to the logistic
timetable (freight back under dealer responsability)
Quality team will do the phisical check at the goods. If the they are
Quality AMOS
not ok, they will be refused and will return to dealer

END OF DOCUMENT