Q & A: THE RETURN AUTHORIZATION PROCESS

At DOW Electronics, we strive to provide our retailers with convenient and straightforward methods to organize and handle day-to-day business practices. A necessary part of distribution, or any product based business, is the return of warranted product. We asked our Return Authorization Specialists what the most common complaints and questions were, and below is their response, with tips and answers to help you out with the RA process.

Retailer: Where can I find the DOW Electronics’ return authorization guide lines? 

Answer: Once you have logged into the DOW Electronics website, click on the tab ‘RA Requests.’  When the drop-down menu appears, chose the ‘RA Policy & Procedures’ option, and from here, you can click the PDF document that includes our most current RA guidelines.

Retailer: The RA process is too complicated. 

Answer:  There are only five (5) options for RA’s – Defective Dish Receiver, Defective Dish Accessories, Defective all other product other than Dish, Return to Stocks and Broadband (i.e.; Exede, dishNET and Hughes Net). The process to request an RA takes about 1 to 1 ½ minutes to submit. It simply requires the part number, the DOW Electronics Invoice, an explanation of what is wrong or why you are requesting a ‘Return to Stock’, if you would like a credit or replacement, and how you would like to return the defective product.  We try to process all RA requests as quickly as possible so there is no inconvenience to the retailer.

Retailer: Why do I have to provide a DOW Electronics Invoice number? 

Answer:  In order to process your request, we have to research all requests, which includes verifying proof of purchase. By providing the DOW Electronics invoice number, we are able to process your claim in a timely manner because you have already given us the majority of the information we need to complete the process.

Retailer: How do I find my DOW Electronics Invoice if I do not have a copy? 

Answer:  We’ve made this portion of the RA process easy for the retailer. All you have to do is select the ‘Shipping/Invoicing’ option under the ‘Shipping’ tab on the DOW Electronics website. You can choose to download data in a CSV/EXCEL Format and to include all data, or just a specific date range.  Once you choose your options, just submit and we provide you with the information right on your screen. The easiest way to find the data you are looking for is to press the Control button + F button (the find function in EXCEL) and EXCEL will take you to the part or specific serial number.

Also included in this view is the DOW Electronics invoice number, DOW Electronics part number, and if applicable, the SN number of the unit purchased. Another valuable column identifies the person who ordered the item.

More Value-Added Services that assist in the Return Authorization process:

  • DOW Electronics offers free pickup on defective replacements with a qualifying order by our own trusted fleet of vehicles and drivers.
  • Most RA’s are processed within 1 business day.
  • If you are confused or need assistance, our experienced staff can walk you through the process in 5 minutes!
  • For retailers on the go, you can e-mail Radepartment@dowelectronics.com  from your tablet or smart phone with any questions.
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All About Axiom

As of October 31, 2012, access to R*Connect has been shut down, making Axiom your only DISH sales entry tool! Don’t sweat – we have plenty of insider tips to help you through this transition.

Overview: The Basics

Axiom, the new DISH sales entry tool, is a more flexible, non-linear program that will allow you more control when you create, upgrade and view DISH accounts.  The new freedom within the system permits you to follow a path that best fits your customers’ needs and your sales process.  You can easily jump from tab to tab, with all the information updating in the summary section, and without having to start from the beginning.

The four flexible tabs are Programming, TVs, Household Info and Eligibility.  When you are within one of these four tabs, the information entered will always be updated in the Summary panel to the right of the screen.  Within the four flexible tabs you can jump from one to another, without having to complete each step in a particular order and without having to start over.  So, if you wanted to provide a quote, you would start with the Programming tab, but if you wanted to see what the customer qualifies for first, you would start at the Household Info tab and proceed to the Eligibility tab.

After the first four tabs, there are three additional tabs: Account Info, Payment Info and Check-Out.  You cannot move onto the final three tabs until the first four are complete because, at that point, your customer is qualified, agrees upon the services chosen and is ready to purchase.

There is also a search tab, which allows you to look for existing customers, leads and customers that are on-hold.  With regards to existing and on-hold customers, you can make reference notes about service dates, payment preferences and more.  Lead information is saved for 90 days, except any Eligibility information.  If the same information in entered in the Eligibility tab, a second credit check is not required, creating easy access and sales processing.

Tips and Tricks

Here are just a few side notes to help you out with some common questions and issues:

  1. In the Search tab, you can only pull up an existing customer by either account number combined with the phone number, or by name.  To search for a lead, you will use the Lead ID.
  2. Again, you must complete the first four tabs before you can move on to tab 5, the Account tab.
  3. If you complete the Eligibility tab first and run the credit check, you will not be able to pick offers until the Programming tab is completed.
  4. Only you have access to the Lead Information you create.
  5. To reprint agreements, you will need to visit the Retailer Care Site, which were previously located in the Promotions Center.  Axiom is an order-entry tool only and does not have the functionality to administer agreements.  Please access the new Agreement Center for this.

 Additional Information on Axiom

DISH has tons of jobs aids, detailed instructions and presentations to help you navigate through Axiom on the DISH Portal.  These are also located within the Axiom program for quick and easy reference.  As always, checkout DISH U, which has a training guide with quizzes and tests, just to ensure you have learned everything you need to know.  And, of course, you can call your DOW Electronics sales representatives, who are all up to date to help you with Axiom.