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New DOA Process

Detailed Process Flow Communication for the Channel

Contents

Definitions and Coverage DOA Type A Defective After Purchase within 7 Days DOA Type B Counter Failures Never Activated DOA Type C In transit damages / breakages

Channel Feedback on Reported Issues and Resolution Provided

Definitions and Coverage

This New Policy will provide the resolution for the following types of Handsets / Devices :
DOA Type A Defective after Purchase within 7 days from Activation DOA Type B Counter Failures or Dead on Arrival Never Activated DOA Type C Breakages / In Transit Damages

DOA Type A Defective After Purchase within 7 Days

DOA TYPE A NEW PROCESS FLOW


1
Customer or his Representative will visit to the nearest ASC in case of a probable D

2
ASC (as per guidelines) will either correct the handset or box pack and seal the DOA unit and paste a DOA Certificate on the sealed unit. This pasted DOA certificate entitles customer to a free replacement.

3
Customer or his representative visits the Retailer with sealed box pack with the pasted DOA certificate for a replacement. Retailer will inspect the sealed box as per guidelines and issue a replacement.

4
Retailer to handover the sealed box pack with pasted DOA certificate to the MD.

6
MD to handover the sealed box pack with pasted DOA Certificate to the SD.

8
SD calls for Micromax DOA Executives for master packing preparation .

9
Master packet shall be picked by the logistics partner and delivered to the Central DOA W/H.

SD
10
Micromax Finance to Issue Credit Notes (as per the guidelines) to the SD.

Customer

ASC

Retailer

MD

7
SD to inspect the sealed box pack as per guidelines and at his discretion issue either a Credit Note or Swap Set to the MD

MD to inspect the sealed box pack as per guidelines and at his discretion issue either a Credit note or a Swap Set to the Retailer

DOA Hand Set Movement Customer Movement Financial Flow Movement

Central DOA Warehouse

Overall Process Guidelines


ASCs will determine a Handset as Justified DOA Type A or Not Customers or his Representative can approach the ASC with DOA Type A Hand Sets Justified DOA Type A Hand Sets will be sealed by ASCs Channel will receive only Justified DOA Type A Hand Sets, which need to be sent back Channel has 45 days to send back the Justified DOA Handsets to the Company 45 day Period will be determined from the Date of DOA Certificate till the Date of RMA Generation DOA Hand Sets beyond the above mentioned 45 day period will not accepted by the Company Company will only accept ASC Sealed Hand Sets with pasted DOA Certificate bearing the Company Hologram Any tampering with the Sealed Box or Certificate including tear, over writing or any other visual sign of damage / defect will disqualify the Hand Set and absolve the company from its obligation with respect to this Hand Set

Overall Process Guidelines

For Hand Sets accepted by the company, only Credit Notes will be given Credit Notes will be given on the following principles:
At the Prevailing SD Billing Price (Basic) on the Date of RMA Generation Less any schemes / support provided with respect to that DOA Hand Set Partners wanting Credit Note for the VAT amount will have to raise a Debit Note for the Hand Set Unit Price on the company and enclose the same with the Dispatch Documents (INWARD CHALLAN DOA)

Credit Notes will be given within 21 days from the RMA Generation Date Company will share SD wise Monthly Reports giving the SD wise pendency and the likely resolution dates

Micromax DOA Certificate

Part A of the Certificate

Part B of the Certificate

Micromax Transparent DOA Tape

Micromax Hologram

Guidelines for Retailers

Retailer before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following: 1. 2. 3. 4. 5. The DOA Hand Set is sealed with the DOA tape, image shown earlier The Filled Up, Signed & Stamped, Part B of the DOA Certificate along with the Hologram, image shown earlier, is fixed on the DOA Hand Set The IMEI Numbers on the DOA Certificate and the DOA Hand Set are matching The Model No on DOA Certificate and DOA Hand Set are matching Customer brings the DOA Hand Set on a date which is not more than 25 days old from the Date of DOA Certificate (Given as Dated in Part B of the DOA Certificate) Basis a visual inspection there are no signs of a Broken Seal / Tear in the DOA Tape / Tampering with the Sealed Box / Tampering with the DOA Certificate etc.

6.

If the above criterion is met, the Retailer is requested to accept the Sealed DOA Hand Set and give a Replacement to the Customer

Guidelines for Micro Distributors

Micro Distributor before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following: 1. 2. 3. 4. 5. The DOA Hand Set is sealed with the DOA tape, image shown earlier The Filled Up, Signed & Stamped, Part B of the DOA Certificate along with the Hologram, image shown earlier, is fixed on the DOA Hand Set The IMEI Numbers on the DOA Certificate and the DOA Hand Set are matching The Model No on the DOA Certificate and the DOA Hand Set are matching Retailer gives the DOA Hand Set on a date which is not more than 45 days old from the Date of DOA Certificate (Given as Dated in Part B of the DOA Certificate) Basis a visual inspection there are no signs of a Broken Seal / Tear in the DOA Tape / Tampering with the Sealed Box / Tampering with the DOA Certificate etc.

6.

If the above criterion is met, the Micro Distributor is requested to accept the Sealed DOA Hand Set and give a Replacement / Credit Note to the Retailer

Guidelines for Super Distributors

To begin with, Super Distributors will follow the principle of Visual Inspection (Guidelines given on the Next Slide) to establish the authenticity of the DOA Hand Set. In the next 90 days, Micromax will be providing a Software Solution to SDs for establishing the authenticity of the DOA Hand Set. The details of this Software Solution will be shared later.

Guidelines for Super Distributors

Super Distributor before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following: 1. 2. 3. 4. 5. The DOA Hand Set is sealed with the DOA tape, image shown earlier The Filled Up, Signed & Stamped, Part B of the DOA Certificate along with the Hologram, image shown earlier, is fixed on the DOA Hand Set The IMEI Numbers on the DOA Certificate and the DOA Hand Set are matching The Model No on the DOA Certificate and the DOA Hand Set are matching Micro Distributor gives the DOA Hand Set on a date which is not more than 25 days old from the Date of DOA Certificate (Given as Dated in Part B of the DOA Certificate) Basis a visual inspection there are no signs of a Broken Seal / Tear in the DOA Tape / Tampering with the Sealed Box / Tampering with the DOA Certificate etc.

6.

If the above criterion is met, the Super Distributor is requested to accept the Sealed DOA Hand Set and give a Replacement / Credit Note to the Micro Distributor

Preparation of the Master Carton


Super Distributor for preparation of the Master Carton will need to call for Micromax DOA Executives Micromax DOA Executives will visit the SD location and perform a visual inspection of the Sealed DOA Hand Sets Guidelines for Visual Inspection are given on the Next Slide DOA Hand Sets cleared by the DOA Executives will be placed in the Master Carton and their details will be entered in a Pick Up Sheet 2 copies of the Pick Up Sheet will be prepared Format for the Pick Up Sheet is given later in the Presentation The Pick Up Sheet will have to be signed by the SD and the DOA Executive Once the Master Carton has been prepared, the Master Carton will be sealed by the DOA Executive with the current Sealing Tape RMA will be generated by the Super Distributor In addition to the current data upload, DOA Certificate No will need to be entered in EBIZ NET by SD Copy of the Delivery Challan will be generated from E BIZ NET (INWARD CHALLAN DOA) Partners wanting VAT Credit will have to raise a Debit Note for the Delivery Challan Value and enclose the same with Delivery Challan 1 copy of the Pick Up sheet will be pasted on the Master Carton and the 2nd Copy kept for the TNT as a transit document

Guidelines for DOA Executives


DOA Executive before accepting the Sealed DOA Hand Set for Master Carton Packing, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following: 1. 2. 3. 4. 5. The DOA Hand Set is sealed with the DOA tape, image shown earlier The Filled Up, Signed & Stamped, Part B of the DOA Certificate along with the Hologram, image shown earlier, is fixed on the DOA Hand Set The IMEI Numbers on the DOA Certificate and the DOA Hand Set are matching The Model No on the DOA Certificate and the DOA Hand Set are matching Super Distributor gives the DOA Hand Set on a date which is not more than 45 days old from the Date of DOA Certificate (Given as Dated in Part B of the DOA Certificate) Basis a visual inspection there are no signs of a Broken Seal / Tear in the DOA Tape / Tampering with the Sealed Box / Tampering with the DOA Certificate etc.

6.

If the above criterion is met, the DOA Executive is requested to accept the Sealed DOA Hand Set for packing in the Master Carton

Pick Up Sheet Format


Pick Up Sheet S No DOA Certificate No IMEI No Model RMA No

Signature of DOA Executive

Signature of SD

Date

TNT Pick Up

TNT personnel, while picking up the load will take the copy of the following documents as transit documents:
Delivery Challan Debit Note Pick Up List

TNT personnel will take custody of Master Carton and prepare the Docket 1 copy of the Docket will be given to SD for his records TNT personnel will then update the status in E BIZ NET to reflect the Pick Up

DOA Type B Counter Failures Never Activated

DOA TYPE B NEW PROCESS FLOW


1
Customer walks in to a Retailer for buying a Micromax Device

2
Retailer opens a Sales Pack inserts a SIM and tries to Switch On the Micromax Device. The Device does not switch on. The Device is a counter failure and a probable DOA Type B

3
Retailer closes the probable DOA Type B Box with the Sales Pack and Accessories in order, keeps it aside and hands over a new Micromax Device to the customer.

4
Retailer to handover the probable DOA Type B device to the MD.

6
MD to take the Probable DOA Type B device to the ASC.

8
MD to take the Box Packed DOA unit with pasted DOA Certificate and hand it over to the SD.

Customer

Retailer

Retailer

MD

ASC
Rest of the process will remain same as from Step 7 of the DOA Type A process.

SD

DOA Hand Set Movement Customer Movement

MD to inspect the Sales Pack , try to switch it on and check for the completeness of the accessories in the probable DOA Type B device. If it doesnt switch on keep it aside and hand over a new Micromax Device to the Retailer.

ASC as per the Guidelines to either correct the Probable DOA Type B or Box pack the unit, issue a DOA Certificate, paste one half of the Certificate on the unit and return it to the MD. This DOA Certificate entitles MD to a free replacement .

Central DOA Warehouse

Overall Process Guidelines


MMX ASC will determine a Handset as Justified DOA Type B or Not MD / Retailer will take the Handset to the ASC for testing for DOA Type B Channel has 21 days to take the Handset to the ASC for testing for DOA Type B 21 day Period will be determined from the Date of Proof of Purchase till the date the set is produced at ASC for testing. Since the handset has never been activated, the ASC will send a request to the central service team for a back-end entry of the current date as the Date of the Activation. Any damage / defect to the Sales Pack and / or any accessory shortfall will disqualify the Hand Set for being pronounced as Justified DOA Type B and absolve the company from its obligation with respect to this Hand Set. Once the DOA Certificate has been generated rest of the overall process guidelines will be as per DOA Type A process.

DOA Type C In Transit Damages / Breakages

DOA TYPE C NEW PROCESS FLOW


1
Customer walks in to a Retailer for buying a Micromax Device

2
Retailer opens a Sales Pack and finds that the Device is broken. The Device is a probable DOA Type C

3
Retailer closes the probable DOA Type C Box with the Sales Pack and Accessories in order, keeps it aside and hands over a new Micromax Device to the customer.

4
Retailer to handover the probable DOA Type C device to the MD.

6
MD to handover the probable DOA Type C device to the SD.

8
SD calls for MMX Logistics Executive authorised to check for DOA Type C. The Logistics Executive takes custody of probable devices and takes them for testing. MMX Logistics Executive in 72 hours will test the devices and pronounce it either as Justified DOA Type C / Unjustified.

10 11
All unjustified cases to be returned to the SD who will facilitate their return back to the concerned Retailer. For all Justified Cases SD will facilitate the movement of replacement / credit notes. MMX Logistics Executive for all Justified DOA Type C cases to issue instructions to the warehouse to accept all such cases as Sales return. Credit notes to be issued for all Sales Returns.

Customer

Retailer

Retailer

MD

SD

DOA Type C Hand Set Movement

Customer Movement
Unjustified DOA Type C Hand Set Movement

MD to inspect the Sales Pack and check for the completeness of the accessories in the probable DOA Type C Device and issue a receipt to the Retailer. The MD to clearly articulate to the Retailer that the probable DOA Type C device will be tested by the company before it is pronounced as Justified DOA Type C. All unjustified devices will be returned to the Retailer.

SD to inspect the Sales Pack and check for the completeness of the accessories in the probable DOA Type C Device and issue a receipt to the Retailer. The SD to clearly articulate to the MD that the probable DOA Type C device will be tested by the company before it is pronounced as Justified DOA Type C . All unjustified devices will be returned to the MD.

State Warehouse

Overall Process Guidelines

MMX Logistics Executive will determine a Handset as Justified DOA Type C or Not Till the time a Handset is not Justified as DOA Type C, the risk for the outcome will have to be borne by the channel. Channel has 21 days to send back the Probable DOA Type C for the Company Inspection. 21 day Period will be determined from the Date of Proof of Purchase till the day SD calls the MMX Logistics Executive for an inspection. Probable DOA Type C Hand Sets beyond the above mentioned 30 day period will not accepted by the Company Any accessory shortfall will disqualify the Hand Set for being pronounced as Justified DOA Type C and absolve the company from its obligation with respect to this Hand Set.

Delegation of Authority DOA Type C Cases

The following personnel in Micromax are authorized to take a final call on DOA Type C Cases for determination of Sales Return
Feature Phones National Sales Head and Logistics Head Smart Phones Smart Phone Business Head and Logistics Head Tables National Sales Head and Logistics Head Data Card Business Director

Thank You