OPPO Overseas Customer Service Center Inspection Order System Management Regulations

I. Purpose

       In order to regulate input and import of inspection order of overseas customer service center in WCSM system, as well as effectively assist agents to better manage devices in overseas customer service center, this regulation is hereby formulated to optimize service work which becomes more regulated, standard and professional.

II. Scope of Application

       This regulation is applicable to the input and import of all overseas OPPO and related brand mobile phones and IoT products in WCSM system.

III. Specification for Inspection Order Input and Import

       Inspection orders are inputted or imported by overseas customer service center. OPPO China headquarter company (hereinafter referred to as the company) proceeds expense write off, document verification, quality analysis and other stuff based on inspection order results inputted or imported into WCSM system by overseas customer service center. Original inspection orders inputted or imported into WCSM system by overseas customer service center shall be kept at least for one year, and company reserves the right to check inspection order in WCSM system.

3.1 Input Permission of Inspection Order

       Only the account authority of the reception can create a new inspection order, and other accounts have no right to create a inspection order.

3.2 Record Illustration of Inspection Order

3.2.1 Inspection type/exchange cause/explanation

3.2.2  Submission category: based on actual situation, select customer/dealer/salesman/operator.

3.2.3  Submission method: based on actual situation, select on site/send in repair.

3.2.4  Brand: select the product brand.

3.2.5 Order type: based on actual situation, select phone or IoT.

3.2.6 Customer name: select gender and fill in name.

3.2.7 Customer phone number: fill in valid phone number .

3.2.8 Customer e-mail address and address information: these are optional information. Fill in based on actual needs.

3.2.9 Whether to provide IMEI/SN: on by default. For phone or IoT products, you could choose to turn off when inspection type is abnormal quality issue. Note: if SN code of IoT product could not be obtained, inspection type should be special exchange and exchange cause should be others. The button of whether to provide IMEI/SN can be turned off. At this time, the SN code of IoT product can not be inputted. The SN code is abnormal in the exchange remark. Or the SN code can be inputted after special product record.

3.2.10 IMEI/SN: input real IMEI/SN. If device could not be turned on or IMEI/SN could not be obtained, please contact technical engineer for confirmation and then fill in. If IMEI/SN of device is abnormal, please contact company technical team for confirmation and then fill in.

3.2.11 Defective device code: material code of the device. After inputting IMEI / SN code, the system will automatically bring out the defective device code. If it cannot be brought out, it needs to be input manually.

3.2.12 Model/color/RAM/ROM: input IMEI/SN, system will bring out this information automatically. If it doesn’t work, information should be input manually. Notice: information of model/color/RAM/ROM brought out automatically through IMEI/SN could not be changed manually. If information of model/color/RAM/ROM brought out automatically is inconsistent with actual device, please contact company technical team.

3.2.13 Purchase date: priority shall be given to the invoice purchase time provided by the customer. If customer fails to provide a valid purchase invoice, registration time and delivery time of E-warranty card shall be inquired through IMEI/SN, and the registration time of the E-warranty card shall be adopt in priority. If E-warranty card is not registered, delivery time shall be extended for 90 natural days as the purchase date. If delivery time extended for 90 natural days is later than pick-up date, the pick-up date shall be considered to the purchase date and shall guide customer to register E-warranty card on the same day, so as to avoid failure to query registration time of E-warranty card when it is sent for repair again. If customer is unable to provide valid voucher and IMEI/SN code, fill in "2000-01-01" as purchase date, and no invoice will be provided.

3.2.14 Software version: record software version of device when customer sends for repair. If software version could not be confirmed because of fail to power on, fill in "000000".

3.2.15 Accessories: select accessories based on actual situation.

3.2.16 Customer fault description: fill in fault phenomenon described by customer.

3.2.17 Dealer/Salesman/Operator information: when inspection type is dealer/salesman/operator, this information is mandatory to fill in.

3.2.18 Upload attachment: in special cases, it is mandatory to upload attachment (pictures, documents and etc.) for supplementary illustration.

3.2.19 Fault phenomenon: select fault phenomenon and multiple choices are available.

3.2.20 Inspection result: select inspection results.

3.2.21 Probability of fault recurrence: select probability of fault recurrence.

3.2.22 Exchange type: based on actual situation, select exchange in service center or exchange in sales point.

3.2.23 Exchange cause: based on actual situation, select exchange cause. When exchange cause is others, exchange remark is mandatory.

3.2.24 Exchange remark: supplement illustration of exchange. This is required when the exchange cause is others.

3.2.25 New device information: when exchange type is exchange in service center, new device IMEI/SN, model ,device code and color are mandatory. After inputting IMEI /SN,the system will bring it out automatically. If it cannot be brought out, it needs to be input manually.Note: when the system can not automatically obtain the SN code information of the new IoT product, it is mandatory to make special product record for this SN code information .

3.2.26  Charge information: fill in material code of customer fee for special exchange. Whether free of charge for IW or charge for OOW, material shall be written if material is involved. For example, if device is exchanged due to material shortage for IW, you need to input the shortage material code, select type of IW, and free of charge of customers.

（Note: material code in inspection order will not consume stock of good material or increase stock of defective material.）

3.2.27 Spare phone information: when service center provides spare phone to customer, it is mandatory to fill in spare phone information and print spare phone borrowing agreement to customer for signature and confirmation.

IV. Import Illustration of Inspection Order

         The region of import inspection order, it need to download the latest inspection order import template in the system, and complete mandatory information before importing.

4.1 Notice of Importing Inspection Order

4.1.1 Inspection type: when inspection type is abnormal quality issue, referring to whether to provide IMEI/SN, you could select “No”. In other cases, you need to select “Yes”. Otherwise, system will report an error.

4.1.2 RAM/ROM: it is a mandatory option. Write off requires specific memory information. In principle, when system obtains IMEI/SN, it will  automatically match RAM/ROM information. If it could not be matched, imported information shall prevail.

4.1.3 Exchange cause: when exchange is due to material shortage, shortage material code and material type are mandatory. This is the basis for writing off and must be filled in. When exchange cause is others,exchange remark is mandatory, and should indicate specific reasons for exchange.

4.1.4 Exchange remark: this is mandatory when the exchange cause is others.The specific reasons for exchange should be specified.

4.2  Import Date of Inspection Order

        Before 5th of each month, import of inspection order for the previous month must be completed. If it is unable to complete the import, it is mandatory to contact with company exchange device admin to apply for delayed import.

Note: if write off data is inconsistent with actual account due to self-delayed import without approval of company exchange device admin, company shall calculate the write off amount based on report data exported for the first time. Company conducts physical verification according to the write off data. If there is any difference, deduction will be made according to the actual situation.

V. Specification for Revising Order

5.1 WCSM system could not delete inspection order. If information is recorded incorrectly, cancel refund or exchange and then create a new inspection order. In this way, the original inspection order becomes inspection only. Related verification and write off shall be subject to the new inspection order. If imported information is incorrect, it is mandatory to apply for changing order.

5.2 For inspection order in completed status, reception or engineer of customer service center shall initiate application for changing, and agent exchange device admin shall approve and revise it. Reception or engineer only submits application and has no right to revise it.

5.3 For inspection order in revisited status, reception or engineer of customer service center shall initiate application for changing. After approval of agent exchange device admin, company exchange device admin shall approve and revise it. Reception or engineer only submits application and has no right to change. Agent exchange device admin only approves and has no right to revise.

5.4 Before 5th of each month, request to change inspection order in completed status of last month is acceptable. If changing exceed 5th of each month, company exchange device admin shall be contacted for confirmation, and the changing shall be carried out after confirmation.

（Note: if write off data is inconsistent with the actual account due to self-changing without confirmation from company exchange device admin, company will calculate write off amount based on report data exported for the first time. Company conducts physical verification according to the write off data. If there is any difference, deduction will be made according to the actual situation.）

VI. Notice of Inspection Order

6.1 Exchange or refund in warranty period: system automatically associates local exchange or refund in warranty period of open market. If system detects that period from purchase date to inspection date exceeds period of local exchange or refund in warranty in open market, system will prompt "product has expired exchange period (Day)/refund period (Day), it is not allowed to exchange/refund!". At this time, operator needs to select other inspection types.

（Note: if exchange or refund in warranty period of operators exceeds local exchange or refund in warranty period in open market, special exchange shall be selected as inspection type, and long exchange period by operator shall be selected as exchange cause; refund, mandatory refund shall be selected as inspection type.）

6.2 Exchange for material shortage: when repair time of customer service center is more than or equal to 7 working days due to material shortage, customer will be given exchanging. And exchange for material shortage shall be selected as exchange cause. Recording path: inspection type select special exchange, exchange cause select exchange for material shortage.

（Note: if repair time that is more than or equal to 7 working days is in conflict with local policies, industry regulations or contract provisions, then local policies, industry regulations or contract provisions shall prevail.）

6.3 IoT exchange instead of repair: according to IoT product policy, if device does not meet conditions for exchange within warranty period, and service center is unable to implement repair, to exchange the customer with a new device. Recording path: inspection type select special exchange, exchange cause select exchange instead of repair.The charge information shall be filled in according to the actual situation. 

6.4 DOA: if device fails to be open or tested, and E-warranty card is not registered, device will be exchanged or refunded in case of performance failure or miss accessories.

（Note: If E-warranty card has been registered when device is tested, inspection type shall be exchange or refund in warranty; inspection category shall be dealer, salesman or operator; defective device shall be photographed for evidence,and photo voucher shall be uploaded when reception records.）

6.5 New model quality exchange: new model quality exchange system does not control exchange / refund period. As long as device meets new model quality exchange conditions, it could be recorded.

6.6 Fragmented quality exchange: can't choose. The system maintains conditions such as model, fault phenomenon and region of fragmented quality collection, as long as all fragmented quality collection conditions maintained by system are met, system will automatically judge as fragmented quality exchange.

6.7 Abnormal quality issue: when overseas customer service center receives abnormal quality issue device case, it needs to pacify customer's mood and contact customer service manager for handling. Inspection type of inspection order shall be selected abnormal quality issue. Other information shall be recorded as required.    

（Note: if the device cannot turn on to obtain IMEI/SN, the IMEI/SN button can be turned off, and the IMEI/SN of the defective device is not filled in.）

6.8 SWAP: DOA/DAP defective devices of self-maintenance in this region, and exchange device after secondary sales, IMEI could be recorded multiple times.

6.9 Inspection only: can't choose. Only cancellation or customer service center director reject refund or exchange, system automatically determines inspection only. This inspection type does not generate a defective device.

6.10 Inspection order completion time: it needs to be completed within 3 working days.  

6.11 On 10th day of each month, spare parts team will export inspection order report of previous month and check with overseas service centers. After confirmation , it will be            used as basis for write off of relevant expenses, physical verification or return of defective device to company.

VII. Write off Principle

      If the DOA/DAP device cannot be returned to the company's refurbishment center for repair due to company's reasons, the write off shall principle is as below.

7.1 Order status: completed.

7.2 Date search: completion date.

7.3 Inspection type: refund in warranty, exchange in warranty, mandatory refund, mandatory exchange, special exchange and DOA.

7.4 Write off time limit: The write off of the DOA/DAP device will be stopped since 6 months later of end of sales announcement published by sales department.

7.5 Quality device return to factory: defective device return to factory with new model quality exchange and fragmented quality exchange shall be written off separately,according to quality device return regulations.

7.6 Abnormal quality issue: Write off separately according to abnormal quality issue handling regulations.

7.7 Mobile Phone products write off amount: According to the latest write off policy, calculate the write off amount based on the factory price of the last day of the month when the inspection order is completed.The final write off amount shall be subject to the financial department of the company.

7.8 IoT products write off amount:

7.8.1 Europe region. According to the latest write off policy, write off with a fixed rate of delivery amount;

7.8.2 Non European region. Write off according to the actual consumption: a) For the type of exchange instead of repair, write off according to the inspection order and the physical device. In warranty, according to the factory price write off in full. Out of warranty, the factory price of the device minus the factory price of the entered material code is used to write off; b) For the type of non exchange instead of repair, write off according to the repair order and material object, and refer to the write off principle of mobile phone repair order.

VIII. Punishment for Non Ben-fen

        In case of forgery of inspection order, once verified, related punishment will be executed in accordance with “OPPO Overseas Customer Service Center Non Ben-fen Behavior Regulations”.This document shall be implemented from date of promulgation!