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RMA FAQs

Cisco Product Online Web Returns 2.0 (POWR 2.0) FAQs


Frequently Asked Questions (FAQs)

    General
  1. What is the Cisco Product Online Web Returns (POWR) tool?
  2. What are the benefits of the tool?
  3. What is the difference between POWR and POWR 2.0?
  4. Why do I need to agree to the "Terms of Use"?
  5. What are the system requirements for the Cisco POWR tool?
  6. Is it possible to change the pickup time once the shipment is scheduled?
  7. Who pays for Service RMA returns? Do I need to provide an account number to schedule a return via the Cisco POWR tool?
  8. Is Cisco going to continue to supply prepaid waybills?
  9. Is there a formal process to have an FE return the RMA from the site?


  10. Accessing POWR
  11. Can I access POWR 2.0 using an RMA number and email address?
  12. Can I access POWR using my Cisco.com account?
  13. What is Cisco.com?
  14. Is Cisco.com access required to use the Cisco POWR tool?


  15. Schedule Pickup
  16. Why does the Cisco POWR tool display the message "RMA number was not found"?
  17. When are special site instructions delivered to the carrier?
  18. What happens when a shipment is received by a receiving depot?
  19. When is a serial number required?
  20. What is the format for phone number entry?
  21. How are palletized shipments identified?
  22. How are denied shipments handled?


  23. Printing Labels
  24. Will I be able to reprint shipping labels from the Cisco POWR tool?
  25. What if I can't print the shipping label?


  26. Tracking Shipments
  27. How do I track my return after pickup?


  28. Non-Service Returns
  29. When and how often can I call the Returns Support Team for assistance?


  30. System Availability
  31. When are the POWR 2.0 standard maintenance windows?


  32. Service Returns - European Union, Norway, Switzerland, Iceland and Israel
  33. What are the packaging and labeling requirement for Service Returns?
    General

  1. What is the Cisco Product Online Web Returns (POWR) tool?
  2. The Cisco POWR tool allows Cisco customers to schedule an "online" pickup for the return of their contracted Service RMAs (Return Material Authorization).

  3. What are the benefits of the tool?

    • It eliminates multiple manual steps, such as:
      - Completing paper waybills
      - Calling a carrier for pickup
      - Contacting Asset Recovery if the waybill is lost
    • It provides online and e-mail acknowledgement with tracking number as proof of return
    • It terminates the Cisco asset recovery e-mail reminders
    • It provides an environmentally sound solution using today's technology

  4. What is the difference between POWR and POWR 2.0?
  5. Both POWR and POWR 2.0 provide the ability for users to schedule pickups. POWR 2.0 provides these additional capabilities:

    • Login via email/RMA number or valid Cisco.com account
    • Ability to track and manage shipments Ability to view open RMAs associated with a Cisco.com account profile
    • Improved carrier integration
    • Improved interfaces with Cisco internal systems (Asset Recovery)

  6. Why do I need to agree to the "Terms of Use"?
  7. This is business standard for any transactional business-to-business process. Agreeing to "Terms of Use" allows both parties to acknowledge their responsibilities, limitations, liabilities, and more. You will need to agree to the "Terms of Use" each time you visit the tool.

  8. What are the system requirements for the Cisco POWR tool?
  9. The POWR application requires a PC connected to the Internet that is running one of the following Web browsers: Microsoft Internet Explorer 8.0 or higher, Mozilla Firefox (3.9,5,6 or higher), Apple Safari 5.1 or higher and Google Chrome 12 or higher.

    Cookies and JavaScript must be enabled.

  10. Is it possible to change the pickup time once the shipment is scheduled?
  11. POWR 2.0 has the capability to reschedule shipments. This is done via the Shipment Management function by selecting the shipment(s) to be rescheduled. Not all carriers support reschedule requests; POWR 2.0 will inform you via a message if reschedule is not supported for a specific request.

  12. Who pays for Service RMA returns? Do I need to provide an account number to schedule a return via the Cisco POWR tool?
  13. As a courtesy, Cisco pays for Service RMA returns. You need not provide an account number to schedule a pickup using the Cisco POWR tool. The Cisco account number is programmed into the tool so that the carrier directly bills Cisco for the freight.

  14. Is Cisco going to continue to supply prepaid waybills?
  15. Cisco recommends customers use the Cisco POWR tool to schedule a service RMA return. However, Cisco will continue to supply prepaid waybills for US Service returns as an alternative for sites without Web or printer access.

  16. Is there a formal process to have an FE return the RMA from the site?
  17. There is no formal process for FEs to return RMAs from a site. Cisco dispatched FEs are not under contract to remove and return the parts.

    Accessing POWR

  18. Can I access POWR 2.0 using an RMA number and email address?
  19. Yes, POWR 2.0 supports login via a valid RMA or trade-in number and an email address in standard format. The email address is not validated.

  20. Can I access POWR using my Cisco.com account?
  21. Yes, by logging in with your Cisco.com account, you get access to additional functionality, such as saving contacts, managing shipments, updating user profiles, setting notification preferences, reporting, resuming saved shipments and more.

    Note that when accessing POWR 2.0 via your Cisco.com account, your searches will return all RMAs and shipments associated with your profile information, such as contract number or bill-to ID.

  22. What is Cisco.com?
  23. Cisco.com is the primary online interface for Cisco customers and partners. It is the foundation of a suite of interactive, networked services that provide immediate, open access to Cisco information and resources 24 hours a day, 7 days a week, from anywhere in the world, to facilitate business processes for its constituents. To obtain Cisco.com access, please visit: http://tools.cisco.com/RPF/register/register.do

  24. Is Cisco.com access required to use the Cisco POWR tool?
  25. No, POWR simply requires you have a valid, open RMA (an 'open' RMA means that the RMA must have lines to be returned and is currently open in SVO). Please note that accessing POWR via a Cisco.com account provides access to additional tool capabilities.

    Schedule Pickup

  26. Why does the Cisco POWR tool display the message "RMA number was not found"?
  27. The RMA must be open and have a valid RMA Type. If both requirements are met and this error message is still received, open a case with the Cisco Returns Support Team to identify a possible system issue.

  28. When are special site instructions delivered to the carrier?
  29. Special site instructions are sent to the carrier when the shipment is scheduled for pickup. For TNT shipments, the special site instructions are limited to 55 characters in length.

  30. What happens when a shipment is received by a receiving depot?
  31. Shipments are processed and validated at receiving depots and the RMA is subsequently closed. If there are any discrepancies identified during the receiving process and further action is required, your local Asset Recovery team will assist you with resolution.

  32. When is a serial number required?
  33. Entry of serial number is required when the serial number is known and the part is authorized for return based on the serial number.

  34. What is the format for phone number entry?
  35. Phone numbers are limited to 20 numeric and special characters.

  36. How are palletized shipments identified?
  37. For shipments returned as a palletized shipment, the shipment packaging is one or more pallets. In the Schedule Shipment step the number of pallets must be specified. This information is provided to the carrier.

  38. How are denied shipments handled?
  39. A shipment can be denied by the carrier for a number of reasons, such as invalid or incomplete address details, service availability, package dimensions, and more. Denial of shipment will occur at the time the scheduled pickup is confirmed.

    Printing Labels

  40. Will I be able to reprint shipping labels from the Cisco POWR tool?
  41. Labels are available in POWR 2.0 until the shipment is collected by the carrier.

  42. What if I can't print the shipping label?
  43. You will need to contact your local asset recovery or returns team for assistance.

    Tracking Shipments

  44. How do I track my return after pickup?
  45. Login using a valid RMA number/email address: The email address must be the same email address used for scheduling the pickup. In the dashboard, enter the shipment ID or tracking number and select 'Search' in the Search Shipment section. Optionally you can select Advanced Search and enter your search criteria.

    Login via Cisco.com account: Select 'Search' in the Search Shipment section of the dashboard. Optionally you can select Advance Search and enter your search criteria.

    Non-Service Returns

  46. When and how often can I call the Returns Support Team for assistance?
  47. The returns support team is available at the following numbers:

    • North America: 1-888-593-0050 (9:00 AM to 5:00 PST)
    • Europe and Emerging: +31 20 485 4102 (9:00 AM to 5:00 GMT)


    System Availability

  48. When are the POWR 2.0 standard maintenance windows?
  49. POWR is available 24 x 7 with a weekly scheduled maintenance period of 2 hours per week on Sunday at 6 AM UTC.

    Service Returns - European Union, Norway, Switzerland, Iceland and Israel

  50. What are the packaging and labeling requirement for Service Returns?
  51. Place the defective unit in the packaging of the replacement part or in a box that allows 5 cm's of space around the part and fill up this space with material that protects the unit against damages during transportation.

    Cisco prefers that you ship every defective unit in each own box if they are not assembled.

    Fold the shipping label in half and place in a plastic envelope on the outside of the box, or tape securely to the outside of the box.
    Please make sure the barcodes are facing upwards and cover or remove any previous shipping labels.

    For the other shipping documents:
    Sign and date both copies of the COLLECTION MANIFEST (DETAIL) produced for each shipment and ask the carrier to sign these on collection.
    Hand over one copy to the carrier and retain the other copy for your records. This document can be used as proof of collection by the carrier.

    FOR SHIPMENTS FROM OUTSIDE THE EUROPEAN UNION (EU):
    If you are shipping from a non EU country two CONSIGNMENT NOTEs will also be printed for each shipment.
    Attach the Receiver's copy to the first box of the shipment with the shipping label.
    Hand over the Custom's copy to the carrier for Custom's purposes.
    You will also need to produce a Commercial Invoice to accompany the shipment. The POWR tool can produce this.
    Six (6) copies of the Commercial Invoice need to be provided for each shipment.
    Attach one copy to the first box of the shipment and then hand over the other five (5) copies to the carrier on collection.