USER MANUAL

For
RMA Call Centre (RMACC - ASP)
V1.6

Contents
1

Login............................................................................................................................................. 3-4

RMA Creation
2.1

RMA Creation...................................................................................................................... 5-11

ASP RMA Detail

3.1

RMA Detail Search ............................................................................................................ 12-13

3.2

View RMA Detail ............................................................................................................... 14-15

Change Password...................................................................................................................... 16-17

5 JNE Singapore Escalation Number 17

6 Next Business Day Order cut off time for all countries..18
7 Process of Password Reset...18
8 Order placement & Order delivery contact point..19
9 Sample acknowledged email & cancelled email
9.1 Sample acknowledged email.20
9.2 Sample cancelled email.21
Appendix A JNE Warehouses supporting EMC ............................................................................... 22-24
Appendix B JNE Shipment Method Definition ..................................................................................... 25
Appendix C - Order Tips .....26
Appendix D - Cheat Sheet27

Login

Below is the login page of RMACC system.

Test URL: http://116.12.234.216
Live URL: http://crm.vinfiniti.biz

Enter username, password and project code. Click on the Login button.

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If the user account is invalid, an exception message will be shown.

Once user has login successfully, the home page will be shown. Upon initial first logon, please immediate
change your password. Refer to Point 4 Change Password on the steps.

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RMA Creation

2.1 RMA Creation

1.

Select RMA Creation menu located on the left of the screen.

RMA Creation tab will be shown on the screen.

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2.

Key in all the necessary RMA header information:

Task No: (Enter Task Number)

Customer Name: (Enter Ship To Company Name)

Ship To Address: (Enter Delivery Address)

Ship To Country: (Select from dropdown menu)

Ship To City: (Select from dropdown menu)

CE ID:
o

Auto populated based on the user login ID.

Contact Name: (Enter Recipient Name)

Contact No: (Enter Recipient Contact No)

Shipment Method: (Select from dropdown menu)

o

Required Date: (Select ETA date from calendar icon)

o

Auto populated based on destination city date for shipment method S1, N3, N4 & N5.

User required to Select date for shipment method S2 & S3

Required Time: (Select ETA time from dropdown menu in 15 minutes interval)
o

Auto populated based on destination city time for shipment method S1, N3, N4 & N5.

User required to Select time for shipment method S2 & S3

Warehouse: (Select from dropdown menu)

o

User only required to select warehouse for S3 CE Pickup order.

See Appendix A for more detail.

Ship To Email: (Enter email address)

o

See Appendix B for more detail.

For multiple email addresses, separate them by using comma (,).

Remark: (Enter additional information if any)

o

Only needed if at least 1 item has order quantity of more than 4.

E.g. please issue only original part, deliver to XXXX office, customer only available from 1400 Hrs
to 1700 Hrs tomorrow & etc
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3.

Click on the Add button to add a new RMA Line.

A new row will be added. By default, the ordered qty is 1 and item state is selected as GOOD.

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4.

Click and key in the item no. and change the ordered qty if required.

To delete a line, click on the Delete button.

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5.

Click the Save button to save the RMA order once all information is correct. If RMA order is
successfully created, JNE RMA team will be notified about the new order.

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If there are any incomplete fields, there will be notification to indicate which fields need to be completed.

Once the RMA order has been successfully saved, a similar message will be shown.

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After which the form will be reset. JNE RMA Team will contact ASP if there is any unclear or incomplete
information.

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3 ASP RMA Detail

1. Select ASP RMA Detail menu located on the left of the screen.

The ASP RMA Detail tab will be shown on the screen where it will list all the RMA orders created by the user.

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3.1 RMA Detail Search

1. Key in the EmcOrderNo or TaskNo or select the order status and click on Search button to search for
the order that you are looking for.

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3.2 View RMA Detail

1. Right-click on an order.
2. Select Edit Selected.

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A page will popup showing the details of the specific order selected.

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4 Change Password
Users have to make their first password change immediately upon initial logon.
1. Select User Manager menu located on the left of the screen.

2. Select User Profile.

3. Enter the new password under Password and Confirm Password fields. Click on Update button.

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4. A message will appear at the bottom of the panel once save is completed.

5.

JNE Singapore Escalation Number

LEVEL
DAILY (24 X 7)
1st Escalation
2nd Escalation
3rd Escalation
4th Escalation
5th Escalation

CONTACT PERSON
RMA Team
Escalation
Faizal
Chong Ling Yao
Malcolm Ang
Sherlin Lee

TEL
+65 6282 0475
+65 6282 0475
+65 6282 0475
+65 6282 0475
+65 6282 0475
+65 6282 0475

MOBILE PHONE
+65 9670 4553
+65 8121 8260
+65 9093 5221
+65 9824 8677
+65 9690 3774
+65 9762 6360

EMAIL
rma@jnelogistics.com
faizal@jnelogistics.com
lingyao_chong@jnelogistics.com
malcolm_ang@jnelogistics.com
sherlin_lee@jnelogistics.com

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6. Next Business Day Order Cut Off Time for all Countries
Shipment Method: N3 Next Business Day before 12pm
e.g. For an order required for Next Business Day before 12 PM (N3), you need to place the order before 5 PM
local time (on a business day before).
Shipment Method: N4 Next Business Day
e.g. For an order required for Next Business Day COB (N4), you need to place the order before 3 PM local
time (on a business day before). Missing the cutoff time will push the lead-time by one business day

7. Process of Password Reset

In the event of account lock out due to password error, please send your reset password request to our RMA
Team @ rma@jnelogistics.com
Do include your request with below details. JNE RMA will inform ASP once the reset has been completed.
Email Subject: Reset password for RMACC
Email Body: User name: uisau-arthuramb

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8. Order placement and Order Delivery Contact Point

S/N

Situation

Contact Point

Remarks

No Acknowledgment or
Cancellation Email received for
Order Placed after 30mins

JNE RMA Team

Refer to Point 5 for contact

email/number for JNE Team

No new order created after

receiving Cancellation Email within
30mins or No contact from JNE
RMA team on resolution

JNE RMA Team

Refer to Point 5 for contact

email/number for JNE Team

Upon receiving acknowledgement

email, no phone call from local
team to arrange delivery within 12 hrs before ETA. This is applicable
for S1 (2 hrs, Same Business Day)
and S2 (Scheduled, Specific Time)
orders only.

Local Warehouse Team. Refer to Point 5 for contact

If unable to reach Local email/number for JNE Team
Warehouse Team,
please contact JNE
RMA Team

To cancel order that has been

placed

JNE RMA Team

Refer to Point 5 for contact

email/number for JNE Team

Unable to log on to the system or

system hanging.

JNE RMA Team

Refer to Point 5 for contact

email/number for JNE Team

Need to create manual orders

during system downtime. Please
email RMA team with the same
details as per Page 6 Order
header information

JNE RMA Team

Refer to Point 5 for contact

email/number for JNE Team

Unable to contact JNE RMA Team

JNE Escalation Team

Refer to Point 5 for contact

email/number for JNE Team

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9.1 Sample acknowledged Email

Upon acknowledgement email received by ASP, Local warehouse team will contact ASP for delivery
arrangement

ETA

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9.2 Sample Cancelled Email

JNE RMA team may contact ASP to inform ASP on cancellation and necessary resolution

JNE Cancellation Reason

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Appendix A - JNE Warehouses supporting EMC Operations

Country

Australia

Bangladesh
Brunei Darussalam
Cambodia
Indonesia

India

Korea, Republic of

Malaysia
Myanmar
Philippines
Singapore
Sri Lanka
Taiwan, PRC.

City
Adelaide
Brisbane
Canberra
Melbourne
Perth
Sydney
Dhaka
Brunei Darussalam
Phnom Penh
Jakarta
Ahmedabad
Bangalore
Mumbai
Kolkata
New Delhi
Hyderabad
Chennai
Pune
Gwangju
Busan
Seoul
Taejon
Kuala Lumpur
Malacca
Penang
Yangon
Cebu City
Manila
Singapore
Colombo
Kaohsiung
Taipei
Taichung

Abbreviation
ADL
BNE
CBR
MEL
PER
SYD
DAC
BWN
PNH
JKT
AMD
BLR
BOM
CCU
DEL
HYD
MAA
PNQ
KWJ
PUS
SEL
TAJ
KUL
MKZ
PEN
RGN
CBU
MNL
SIN
CMB
KHH
TPE
TXG

Warehouse Code
TVCADL
TVCBNE
TVCCBR
TVCMEL
TVCPER
TVCSYD
ANTDAC
TRIBWN
SMCPNH
TKIJKT
BBNAMD
BBNBLR
BBNBOM
BBNCCU
BBNDEL
BBNHYD
BBNMAA
BBNPNQ
DIRKWJ
DIRPUS
DIRSEL
DIRTAJ
JMYKUL
JMYMKZ
JMYPEN
UPLRGN
GNPCBU
GNPMNL
JNESIN
GLXCMB
BESKHH
BESTPE
BESTXG
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Country

China

City
Zhengzhou
Haikou
Hefei
Harbin
Kunming
Guiyang
Lanzhou
Nanning
Shanghai
Shenyang
Shijiazhuang
Suzhou
Tianjin
Xian
Yinchuan
Chongqing
Changsha
Fuzhou
Hangzhou
Nanchang
Shenzhen
Qingdao
Jinan
Wuhan
Beijing
Guangzhou
Chengdu
Nanjing
Shanghai
Urumqi

Abbreviation
CGO
HAK
HFE
HRB
KMG
KWE
LHW
NNG
SHA
SHE
SJW
SZV
TSN
XIY
IXC
CKG
CSX
FOC
HGH
KHN
SZX
TAO
TNA
WUH
BJS
CAN
CTU
NKG
SHB
URC

Warehouse Code
NAYCGO
NAYHAK
NAYHFE
NAYHRB
NAYKMG
NAYKWE
NAYLHW
NAYNNG
NAYSHA
NAYSHE
NAYSJW
NAYSZV
NAYTSN
NAYXIY
NAYIXC
BESCKG
BESCSX
BESFOC
BESHGH
BESKHN
BESSZX
BESTAO
BESTNA
BESWUH
CTSBJS
CTSCAN
CTSCTU
CTSNKG
CTSSHB
CTSURC

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Country
Hong Kong
Macao
Thailand
Vietnam
Myanmar

City
Hong Kong
Macau
Bangkok
Hanoi
Ho Chi Minh
Yangon

Abbreviation
HKG
MFM
BKK
HAN
HCM
RGN

Warehouse Code
CTSHKG
CTSMFM
DGNBKK
SGLHAN
SGLHCM
UPLRGN

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Appendix B - JNE Shipment Method Definition

Shipment Method

Definition

Required Date

Required Time

S1

2hrs, Same Business Day

Same Day

Current Local time + 2 hr

S2

Scheduled, Specific Time

Any Date

S3

Self Collection

Any Date

N3

Next Business Day Before 12pm

Next Day

Any time but min 2 hrs

from Local time. In
15min block
Any time but min 2 hrs if
collection is out of office
hour
1200 HRS

N4

Next Business Day

Next Day

1700 HRS

N5

Next Business Day + 1 or more

Next Day + 1

1700 HRS

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Appendix C Order Tips

Tips 1:
The Ship To Address field should contain the address of the customer. If parts are required to be delivered to a
different address, use the Remarks field to specify the address.
For example Please deliver to the Unisys office - if there is only one Unisys office in that location. Or specify the full
delivery address if there are multiple offices.
Tips 2:
If alternate parts cannot be used, please use the Remarks field to specify this requirement
Tips 3:
When a shipment method of N3 Next Business Day Before 12pm or N4 Next Business Day is selected, the
Required Date field is auto populated with the next days date regardless of whether it is a working day or not. If the
next day is a Saturday, Sunday or Public Holiday in your country and is not a business day, remember to adjust this
date to be on Monday or the next working day.
Tips 4:
If an order is submitted with more than 4 pcs of the same part, comments must be added to the Remarks field to
indicate the reason; otherwise the order will not be accepted by the system.
Tips 5:
The warehouse field is only required to be selected when the shipment method of S3 Self Collection is selected
Tips 6:
The field Order Type is not required to be selected.
Tips 7:
Any other special delivery instructions e.g. To hold at Warehouse etc., to be indicated in the Remark Field

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Appendix D Cheat Sheet

Overview: The RMA Call Centre (RMACC - ASP) portal from JNE is now the new interface for submitting part requests. This portal replaces the
previous part ordering process where email requests were sent to EMC S&D. All part orders should now be submitted in this portal.
Link: The portal can be accessed at: http://crm.vinfiniti.biz
Shipment Method Definition
Shipment Method

Definition

Required Date

Required Time

S1

2hrs, Same Business Day

Same Day

Current Local time + 2 hr

S2

Scheduled, Specific Time

Any Date

S3

Self Collection

Any Date

N3

Next Business Day Before 12pm

Next Day

Any time but min 2 hrs from Local

time. In 15min block
Any time but min 2 hrs if collection
is out of office hour
1200 HRS

N4

Next Business Day

Next Day

1700 HRS

N5

Next Business Day + 1 or more

Next Day + 1

1700 HRS

Escalation Contact (24x7) & Escalation Points

LEVEL

CONTACT PERSON

TEL

MOBILE PHONE

EMAIL

DAILY (24 X 7)

RMA Team

+65 6282 0475

+65 9670 4553

rma@jnelogistics.com

1st Escalation

Escalation

+65 6282 0475

+65 8121 8260

2nd Escalation

Faizal

+65 6282 0475

+65 9093 5221

faizal@jnelogistics.com

3rd Escalation

Chong Ling Yao

+65 6282 0475

+65 9824 8677

lingyao_chong@jnelogistics.com

4th Escalation

Malcolm Ang

+65 6282 0475

+65 9690 3774

malcolm_ang@jnelogistics.com

5th Escalation

Sherlin Lee

+65 6282 0475

+65 9762 6360

sherlin_lee@jnelogistics.com

Escalation Points Issue

RMA Team

Escalation Team
Local Warehouse

No Acknowledgment or Cancellation Email received for Order Placed after 30mins

No new order created after receiving Cancellation Email within 30mins or No contact from JNE RMA team on resolution

To cancel order that has been placed

Unable to log on to the system or system hanging

Need to create manual orders during system downtime. Please email RMA team with the same details as per Page 6
Order header information
Unable to contact JNE RMA Team
Upon receiving acknowledgement email, no phone call from local team to arrange delivery within 1- 2 hrs before ETA.
This is applicable for S1 (2 hrs, Same Business Day) and S2 (Scheduled, Specific Time) orders only.

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