hp inc. united states source sales operations guide · united states source sales operations guide...

HP Inc.

United States Source Sales Operations Guide

Q4 2018 Americas Sales Operations

HP Inc. US CSO Guide

2

Table of Contents

Channel Sales Out (CSO) Operating Policies Guide for Q4FY18 ..................... 3

1. Effective 8/01/2018 – 10/31/2018 ...................................................... 3

2. Eligible Products ............................................................................... 3

3. Value Added Services ........................................................................ 3

4. Assigned Rebate Model (ARM) ............................................................ 4

5. Price Protection ................................................................................ 4

6. Partner First ..................................................................................... 5

7. Order Placing .................................................................................... 5

8. Standard Pricing................................................................................ 6

9. Financing/Payment Terms ................................................................. 7

10. Shipping & Handling ........................................................................ 8

11. Returns ........................................................................................... 8

12. Policies, Guidelines & Definitions .................................................... 17

13. Frequent Contacts......................................................................... 18


3

Channel Sales Out (CSO) Operating Policies Guide for Q4FY18

1. Effective 8/01/2018 – 10/31/2018

The following Operating Policies Guide (the “Guide”) summarizes HP Inc. Source

Sales Operating Policies for 4th Quarter FY18. HP reserves the right to discontinue

or change the Operating Policies at any time without notice. In addition to the

Operating Policies Guide, HP Source Sales Partners are also bound by the terms and

conditions of the HP US Partner Agreement (“Agreement”). In the event of a conflict

between the Guide and the Agreement, the Agreement shall take precedence.

This Guide is effective for orders placed from August 1, 2018 – July 31, 2018 for

Print and Personal Systems purchased from HP Source.

HP Source operates on Fiscal Quarters, which are as follows:

HP Source operates on Fiscal Quarters:

• First Quarter: November 1 – January 31

• Second Quarter: February 1 – April 30

• Third Quarter: May 1 – July 31

• Fourth Quarter: August 1 – October 31

HP Source Partners may access the HP Partner Portal, 24 hours a day, 7 days a week

at partner.hp.com. HP Source Partner may speak to a live representative by calling

800.888.5874 for emergency orders. Hours of operation are Monday through

Friday, 7:00 AM – 7:00 PM Central Time. The HP Source Inside Sales team is closed

on the holidays observed by HP Inc. in the U.S.

2. Eligible Products

HP Source Partners are eligible to purchase select commercial Personal Systems

Group products, excluding Blade PC SKUs, Imaging and Printing Group (IPG) HP TROY

SecureRX and TROY MICR products subject to the terms and conditions outlined

herein. HP Source Partners are also authorized to purchase HP Direct Only SKUs.

Direct Only SKUs Terms and Conditions will apply and are noted in this document.

For the remaining of this CSO Operating Policies Guide, any reference to PSG shall

include all commercial PSG Products excluding Blade PC SKUs. Any reference to IPG

will refer to HP TROY SecureRX and TROY MICR products only.

3. Value Added Services

HP Source Sales offers value-added services to HP Source Partners. The services

available from HP Inc. include:

• Customization Services • Asset Tagging/Labeling

http://partner.hp.com/


4

• Image Management • Image Design Services

• Special Packaging • Net Special Pricing ARM

• Leasing Options

Contact your Inside Sales Representative at 800-888-5874 for further information

regarding services and associated fees.

4. Assigned Rebate Model (ARM)

Under ARM, the HP Source Partner assigns its rebate payment to HP Source and in

return is invoiced by HP Source at the Big Deal offer price, plus any additional HP

Source markup or charges. Please note there may not be a markup in all cases.

Advantages to ARM include the following:

• HP Source Partner is not required to finance the rebate, as rebates are

offered upfront;

• HP Source Partner is not required to file rebate claims;

• Drop shipments to the end user may significantly reduce, and in some cases,

eliminate, random verification requests;

• If an order is selected for verification, HP may require that invoices be sent

to HP within fifteen (15) calendar days of the request

SmartBuys are not eligible at any time for Big deals with discounts set at family,

model or series level.

Non ARM partners (backend claiming partners), are set up from claiming with HP

and should not receive upfront discount.

HP Source Partners will use the HP End User Special Negotiated Discount (Volume

Big Deals) program for special pricing. Additional information about the Volume Big

Deals program may be found on the HP Partner First Portal:

• Sign into HP Partner First Portal at partner.hp.com

• Select “My Workspace”

• Select “Contract & Compliance”

• For Terms & Conditions click on: “Compliance Policies and Requirements”

and then “End-user Special Negotiated Discount Program –Terms and

Conditions”.

• For Operation Policies Addendum (OPA) click on: “End-user Special

Negotiated Discount Operation – Operating Policies Addendum”.

5. Price Protection

HP’s Price Protection Program provides HP authorized Partners the means to protect current inventory when HP announces a price decrease. Price protection is applicable to PSG and IPG products.

Price Protection is defined as the difference between HP’s standard net price effective immediately prior to the price decrease and the standard net price



5

effective on the date of the price reduction, either as a result of a list price decrease or a combination of list price and purchase agreement discount change. A purchase agreement discount change only does not qualify for price protection .Product eligible for price protection must be on-hand inventory as of close of business day prior to the price decrease or in-transit to the partner’s warehouse prior to the price decrease.

Note: Product shipping direct to the end user location is not eligible for price protection.

Price Protection Time Frames

• HP Source Partners are required to submit a Price Protection claim within thirty

(30) calendar days from price drop date to [email protected] for inventory

on hand and in-transit products to receive price protection

• Products purchased through the Assigned Rebate Model (ARM) program are

not eligible for price protection.

• Commercial units ordered under an upfront Special Pricing are not eligible

for price protection. Price protection is calculated net of upfront promotion

programs.

• Price protection claims will be processed & credited within 30 days from

receipt.

• From time to time, HP will designate SKUs that are ineligible for price

protection. If a SKU is designated ineligible, a revised list will be distributed

to the HP Source Partner.

For complete Price Protection Program Terms & Conditions, please sign into the Price Protection website via the HP Partner First Portal at partner.hp.com.

6. Partner First

Partner First is an efficient, integrated, and flexible partnering program that helps

HP Source Partners grow their sales, strengthen their competitiveness and win

business. The Partner First Program offers a comprehensive suite of benefits to HP

Source Partners such as the potential for the following: Base and Accelerator

Compensation, Specialist Compensation, and planned MDF.

For questions about the Partner First program please email

[email protected] or contact to the HP Partner Support Center at 1-

844-305-6881. Partners can go to the Partner First Partner First Portal at

partner.hp.com.

7. Order Placing

• gEDI/XML: Large volume customers ($12M per month) may qualify for EDI

or XML transactions. For additional information, contact your Order Support

Representative at 1.800.888.5874.

• FTP-Catalogs: HP Source Partners may sign up online to receive daily

product files built around HP Source Partners’ specifications. For additional

information, contact your Order Support Representative or email

[email protected].

mailto:[email protected]





6

• Call Us: For emergency orders, HP Source Order Support Representatives

can be reached at 1.800.888.5874 for last-minute orders or inquiries.

To cancel or change an order: Contact your HP Source Order Support

Representative at 1.800.888.5874. Cancelled orders may be subject to certain

cancellation charges. Your order may not be cancelled or changed if the order is in

the process of being built or picked.

Order Status Process

The Order Status System and Reporting (OSS Tool) is available for HP Partners to

obtain order status, shipping and reporting of all orders placed with HP.

To obtain access to the OSS Tool, partners must first self-register for a HP Partner

First Portal account at: partner.hp.com (If an account is already in place, then

please proceed to login via the HP Partner First Portal).

Contact Partner Support at 1.844.305.6881 with questions about this tool or its

usage.

Order Cancellation / Change Process

Order cancellation inquiries can be sent directly to your assigned Customer Service

Representative, he or she will be able to check if the order is eligible for

cancellation. All orders require prior validation before the cancellation can be

processed. Some orders are subject to factory acknowledgement and time zones.

Pick pack and ship orders may be cancelled within 4 hours of order confirmation,

these should have not created a delivery ticket to be eligible for cancellation.

Build to Order (BTO) Notebooks, Desktops, Workstations and Thin Clients may not

be eligible for cancellation if requested after 2 business days depending on the

manufacturing stage (factory time zones apply for configuration and large order

types, always check with your Customer Service Representative first).

Cancellations for 3rd party products (licenses and services) may be requested

within 2 business days. Cancellation is subject to vendor approval.

Simple and Complex CTO orders are not eligible for cancellation. You can identify

these SKUs as they will contain the following suffix (with or without localization

code #ABA).

Complex CTO SKUs: AV, EC, UC, EP, UP.

Simple CTO SKUs: US.

Contact your HP Customer Service Representative with questions about the status

of your cancellation or call 800.888.5874 for a live representative.

8. Standard Pricing

HP communicates to all partners the standard pricing that is a pre-established

uniform price for a product/SKU. Typically, this pricing includes List Price and/or



7

Standard Discount (contractual) discount. Currently this price is communicated via

the HP Pricing Viewer (HPPV) tool system that was designed to provide a single

source for contractually based pricing and product status.

The HPPV tool can be accessed through the Prices page of the Partner First Portal

where an active HP Partner First Portal account is required. All users have the ability

to obtain list price information for their contract, however, Portal Management User

Responsibility is required to query, view or subscribe to Net Price information.

There is an option to communicate standard pricing files through a B2B connection

process between HP Inc. and the partners using the HP Pricing Viewer system

For B2B pricing inquiries, please contact your Partner Experience Manager (former

AOM).

9. Financing/Payment Terms

Open Account: Terms of Net 30 days, date of invoice will be extended to all credit

qualified HP Source Partners who are approved by the HP Credit. HP may require

security such as a standby letter of credit, UCC-1 financing statement or

parent/corporate guaranty to support the extension of credit.

1. HP may assess finance charges of one and one-half percent (1.50%) per month on all past due account balances.

2. Finance charges will be considered part of open account obligations due and payable to HP.

3. Failure to pay account balances or billed invoices under the terms established, including finance charges, may result in a shipment hold being placed on the account until full payment is received to satisfy open account condition.

4. HP reserves the right to refuse any application for an open line of credit at HP’s sole discretion and without providing the reasons for such refusal.

Flooring: HP has established financing relationships with the following four

flooring partners to help facilitate HP Source Partners purchases from HP Source

Sales: GE Commercial Distribution Finance Corporation, IBM Credit LLC, Castle Pines

Capital LLC (now a part of Wells Fargo Capital Finance), and De Lage Landen

Financial Services, Inc. HP Credit can work with your existing contacts with any of

the above flooring partners to make the necessary links between companies. Once

a flooring partner is elected and coded within the HP Source order fulfillment

environment, orders are processed directly with your flooring partner of choice.

Wire Transfers: Contact your Inside Sales Representative to begin this process

(only selected partners).

Leasing: End-customer leasing through HP Financial Services. HPFS can be reached

at 888-277-5942.

For further information, contact your assigned HP Credit Analyst directly at 1-888-

227-8459 or email [email protected].



8

10. Shipping & Handling

HP Source provides free shipping and handling for HP Source Partners on orders

shipped (including drop-ship orders) ground where HP chooses the carrier (FOB

Destination). Orders with special delivery needs such as inside delivery, forklift, etc.

do not qualify for free freight. All other freight service levels or methods will be

shipped freight prepaid and charges will be automatically added to the HP Source

Partner’s invoice. Any exception will require a business case and Business Unit’s

approval.

End-user carrier accounts for charging the freight cannot be used.

• HP Source does not offer 3rd party billing of freight.

For information on how to proceed with claims around shipping and handling,

please refer to the Returns section of this guide.

• HP’s Free Freight Program is subject to amendment or withdrawal at any

time without notice, at HP’s sole discretion.

HP Source will only ship to locations within the 50 United States and the District of

Columbia. HP Source will NOT ship to US territories, possessions, or APO/FPO sites.

HP Source also will NOT ship to other countries.

11. Returns

Returns CAP

For commercial Print and Personal Systems products, an overall return hard CAP of

1.25% of prior quarter net shipments on combined DOA, defective, return to vendor,

opened box, stock adjustment, partner or end customer refusals, new/closed box

returns and damaged products.

HP will not accept any returns outside of CAP. Any exception will be reviewed and it

is subject to the Business Unit and Finance approval and restocking fee will apply.

Partner must provide a strong business case when requesting an exception to

return outside of CAP. Resolution on each case will be notified to the partner via

email.

For product to count against the current quarter’s CAP the product needs to have

been returned as well as the credit invoiced during the present quarter. Product that

has not been returned and invoiced will be counted against the CAP of the quarter

in which it is credited.

How CAP Allowance is calculated:

Invoiced shipments

+ Manual Billings


9

- Returns

- Manual Credits

= Net Quarter Shipment x

× 0.0125

= CAP Allowance

10-Day Rule

This rule only applies for return shipments initiated 10 days before quarter ends as

long as there is sufficient CAP allowance. If credits are processed in the next HP

quarter, partners will be responsible for initiating the claim request and are

required to provide proof of shipment by the 15th day of the new quarter in order

to make adjustment.

Returns Merchandise Authorization (RMA)

Please contact your Region Customer Support Representative (CSR) to request a

Return Merchandise Authorization (RMA), this must be approved prior to initiating a

return.

East: [email protected] *

Central: [email protected] *

West: [email protected] *

Major: [email protected] *

*Please note these mailboxes will work until August 19th, 2018

New Physical Claims Process for Source Sales accounts

New process. As of Aug 20th, 2018, all Source Sales accounts should submit their

claim requests using a new tool called PeC World Wide. This tool is part of a toolset

called eClaims and is being rolled out in AMS region as part of the Simplify

framework. Partners should be advised not to pack their items to return before

receiving a list of items approved to be returned, along with their RMA number that

should be pasted to the boxes in a visible place. If items are packed before approval,

partner might need to unpack them and reorganize items as different product lines

might have different RMA numbers, and items that reach our warehouse without a

RMA number will not be credited neither items that were not approved to be

returned under the RMA provided.

PeC WW tool. PeC WW is a web-based tool, easy to use and intuitive, that will allow

partners to submit their claims and those will be automatically verified by the

system before assigning the claims to the proper approver. The tool is also able to

automatically generate RMAs, what allows the process to be way more efficient

than the current e-mail-based system HP uses today.






10

For more information HP developed quick reference guides for partners to learn

what to expect from eClaims and get answers to the most frequently asked

questions.

Please visit HP Partner Portal for PeC WW Instructions.

Claims that contain different product businesses (Print and Personal Systems) will

be split, as each claim can contain products from only one business. This split will

be done automatically by PeCWW and apply to bulk or individual claims. The same

applies to claims containing more than one product line in case they follow different

approval rules. Due to this split, HP strongly recommends that products are

prepared to be returned only after receiving the RMA approval and the list of

materials that will be credited.

This capability is applicable to both customers and partners and refers to the

distribution of credit memos only after goods are received in the return center. This

process avoids inventory discrepancies and inaccurate invoicing.

Return Merchandise Authorization (RMA) number is valid for thirty (30) calendar

days and only for the parts it was issued for. Once the RMA expires, the

authorization will be cancelled and will not be reissued. If a new RMA issuance is

approved as an exception, this would go against Partner’s CAP and 25% restocking

fee will be applied. Strong business case is required and is subject to Business Unit

approval.

CTO, discontinued or 3rd party products are not eligible for exceptions.

Partner right to Return due to product or order fulfillment defects

Situations where the partner has an undisputed right to return, and receive either

repair or replacement from HP include:

• Incomplete delivery due to HP error (shortage)

o Error in HP’s order management or supply chain processes may

result in a product not being included in the actual delivery to the

customer or partner. These situations include:

▪ When it is noted at the time of delivery that the product

delivered does not match the delivery documents.

▪ When the customer or partner open boxes for inspection or

use and notes a missing product or component.

o Incomplete at time of delivery (shortage)

▪ A customer or partner claim for an incomplete delivery of

products or boxes must be noted on the Proof of Delivery

document signed at the time of delivery, and submitted to

HP or HP’s carrier within maximum of three (3) days of the

documented delivery.

o Incomplete at time of internal inspection (shortage)


11

▪ A customer or partner claim for missing product or missing

component is covered when packaging is opened should be

made to HP within 30 days of end-user delivery.

• Product damaged or lost in transit o HP Source Partners must sign for damaged products at the time of

delivery.

o Confirmed in-transit damages reported to HP by the carrier before

delivery and returned to HP will not apply to the returns CAP.

o External damages (i.e. holes in the outside of the box, crushed

boxes, etc.)

▪ The customer or partner is expected to report all external

damage that can be seen without internal inspection that

renders the product unsuitable for use, to HP or HP’s carrier

on the “Proof of Delivery” document signed on delivery.

These, with all other claims of external damage noted, such

as those found when breaking down pallets of products,

must be reported to HP within three (3) days of delivery.

Note: Please include pictures of the damage in the claim

submitted to your Customer Service Representative – this

will allow in supporting the case with the carrier.

o Internal/concealed damages (i.e. box is opened and the contents

are broken, or broken contents can be heard when the box is

shaken, etc.)

▪ The customer or partner is expected to report all internal

damage that can only be noticed upon unpacking and

handling for use, to HP within maximum seven (7) days of

end-user delivery. Claims made later than seven (7) days

from delivery may be considered as a return request using

the partner’s CAP allowance.

• Carriers reserve the right to conduct an on-site inspection of damaged

product. If the carrier is not allowed to inspect the damaged freight AT THE

DELIVERY DESTINATION, a claim cannot be filed and the HP Source Partner

will not be reimbursed for losses associated with carrier damage or

shortages. Carriers require an on-site inspection of concealed damage.

Once the carrier is notified that an inspection is needed, the carrier will

contact the customer to schedule an inspection.

o Lost in transit

▪ Customers and partners are expected to make Lost in

Transit claims within maximum 30 days of original delivery

date.

• Incorrectly configured product

o If an error has occurred in the customer requested configuration,

HP will either reconfigure and replace the product, or accept a

return and replace the product with the expedited delivery of a

correct product. A customer is expected to make such a claim within

30 days of delivery. HP’s Customer Support organization or the

original supplier is responsible for verifying the error and


12

determining the corrective action. For the returned product, a credit

will be issued and the replacement product will be delivered and

invoiced.

• Incorrectly ordered product

o When a customer or partner notifies HP, within maximum 30 days

of delivery, that its order has been incorrectly processed, Order

Management must investigate and, if it is determined that this is

HP’s error, the customer or partner may return the product for

credit. If it is determined that this was not HP’s error, the partner

may request return of the product based on the current return

guidelines.

• Incorrectly shipped product

o When a customer or partner notifies HP, within maximum 30 days

of delivery, that the product shipped is not what was ordered and

appeared on HP’s order and shipment documentation, Order

Management must investigate. If it is determined that this is HP’s

error, the customer or partner may return the incorrect product for

full credit. If it is determined that this was not HP’s error, the

partner may request return of the product based on the current

return guidelines.

Products eligible for return:

• New/Unopened HP branded products.

• If all eligibility requirements are met, and if the product has been

discontinued after the product invoiced, RMA must be requested within

thirty calendar days from the date of discontinuation in HP systems. Always

check with your Returns Support Representative to confirm discontinuation

dates.

• If product is DOA it must be returned within thirty (30) calendar days of

invoice date providing a detailed description of the product’s failure.

• If product is HP TROY SecureRX or TROY MICR, it must be returned within

thirty (30) calendar days of invoice date as an exception.

Products may NOT be returned if:

• Product was classified as “discontinued” at the time of the original invoice.

Always check with your Returns Support Representative to confirm

discontinuation dates.

• Product has been altered or has serial numbers removed.

• The product is classified as special order, or custom. (CTO 1-5 simple

specials). These SKUs can be identified as they will contain the following

suffix (with or without localization code #ABA):

Complex CTO SKUs: AV, EC, UC, EP, UP

Simple CTO SKUs: US

• The product is incomplete.

• Product has been used.

• Product is not in its original packaging.


13

• Product is not packaged in an appropriate box for the product’s size and

shape.

• Product is classified as HP branded software or 3rd Party software.

• Product is classified as 3rd Party product.

• Product is DOA and the invoice is over thirty (30) calendar days old.

Standard Return requirements

HP Partner and End User DOA and Defective Claims

“Dead on Arrival” refers to any HP products that upon initial inspection is Defective

on Arrival or has an out-of-box failure.

HP Source Partner and/or End User can call HP Support at 1-800-334-5144. HP

Support will diagnose the problem. If the product is at the end user and purchased

within 30 days, HP Support will offer the alternative to return to place of purchase.

If it is over 30 days, HP Support will offer alternatives (dispatch an authorized HP

Warranty Service technician, replacing the product or transfer the caller to HP

Customer Relations).

This allows HP to own and resolve the issue directly with the end user/customer

and because the defective is returned directly to HP, there is no impact to CAP.

If customers choose not to utilize Support, the Resellers have the option to use their

CAP allowance for these types of returns.

Contact Options for HP Source Partners and End Users:

http://welcome.hp.com/country/us/en/contact_us.html

1-800-334-5144 (under warranty or Care Pack)

http://welcome.hp.com/country/us/en/contact_us.html


14

* If customer does not receive their warranty replacement unit in 3-5 days, contact:

For missing parts:

1-800-334-5144

And/or HP.com for software drivers, manuals, quick reference guides as available.

Using Warranty Support

HP Source Partner and End-User may use the following resources to redeem the

product warranty.

• HP Support 800.334.5144

• IT Resource Center (ITRC) http://www.itrc.hp.com

• For IT Professionals and HP´s Value Business Customers

• For customers with HP-Compaq Support Contracts & Warranty Products.

Frequently asked questions:

• If HP Support is unable to resolve the DOA due to lack of inventory, HP will

issue an exception return and return authorization with CAPs waived. The

case number is required for review.

• HP Support will provide end customers all available options. If the TAT is not

acceptable to the end user and they choose to decline their service options,

they may opt to contact the place of purchase. Resellers have the option to

use their CAP allowance for these types of returns.

• If the Call Center Agent incorrectly refers the customer back to the Reseller,

the case number is required for HP Support to provide corrective action with

the Call Agent. Upon review, HP may issue an exception return authorization

that will not count against the CAP. HP Support’s role is to resolve the DOA

and Defective units, not to approve or issue RMAs.

RMA discrepancies

After HP receives your return, it is inspected and compared to the RMA. All parts and

equipment contained in the original order must be included (including, without

limitation: keyboard, mouse, software, speakers, accessories, drives, memory,

microprocessors, and processor boards).

Once confirmation is completed, the return is processed into the warehouse and

credit is issued using the same form of payment used for purchase. The normal

process usually takes 7-10 business days to complete. No credits are issued for

incomplete returns.

If returned product is not eligible for return or not listed on an RMA your Returns

Support Representative will contact you.

The returns center will notify the Returns Support Representative of any

discrepancies concerning customer returns or refusals. The Returns Support

Representative will have 10 days to resolve the issue with the customer before a

$0.00 RMA is entered by the Returns Warehouse.

Customer Refusals – HP Source Partner should be encouraged to accept all

shipments and notify HP of any damages at the time of delivery.


15

For refusals determined to be Customer Error (Non-damaged), product will be

accepted as part of the returns allowance but will be assessed a 10% restocking fee

for CRP/BTO and 100% restocking fee for CTO.

Unauthorized Returns - HP reserves the right to return, assess a 25% restocking

fee for (CRP/BTO) product, and one hundred percent (100%) restocking fee on the

value of the product for CTO and discontinued, or refuse to issue credit on the item

resulting in a bill back for any debit received on the item.

If the returned product does not match the product condition noted on the RMA, HP

Source Partner may be subject to a ten percent or twenty five (10 - 25%) restocking

fee.

En-Route to Returns Center Damage

HP Source Partners are responsible for any damage to product en-route to the

Returns Center, and if product is returned in a damaged condition, HP may apply a

25% restocking fee. If HP Source Partners purchase insurance coverage from the

carrier, collection on claims associated with carrier damage incurred during the

return process is the responsibility of the HP Source Partner.

Shipment of Approved Products for Return

• When preparing product for return: o Be returned in the condition stated at the time the Returns Merchandise

Authorization is issued.

o Remove all carrier labels (tip: labels remove easily with steam)

o Do not remove labels containing serial numbers or manufactures part

numbers.

o Use mailing labels to add RMA# and Returns Center address to the

outside of each box.

o DO NOT WRITE ON THE PACKAGING.

o Packing lists (i.e. legible listing of products included in the return or

photo copy of the original packing list) which include part number, serial

number, and quantity detail must be included.

o If RMA is approved for pristine product, the unit must be returned using

original packaging. Please contact your Returns Representative for

specific instructions.

o For non-sealed returns product must be returned in an original HP box

that is appropriate to the product’s size and shape to ensure that the

product will not suffer damage during its transit to the Returns Center.

o For Damaged boxes must have a visual inspection from carrier and must

be noted on the RMA.

o All product must be shipped complete (i.e. contain all cables,

documentation, software, etc., that was in the original packaging).

All returns should be shipped to:

HP Returns / Alorica

421 New Sanford Road

Dock Door 47*


16

Lavergne, TN 37086

(615) 213-1700

* There are numerous dock doors at this facility. It is VERY important that the

customer include the dock door on ALL shipments to this location to avoid any

processing delays.

HP Source Partner must follow the shipping instructions as provided by the HP

Source Customer Services. Failure to comply will result in the HP Source Partner

being charged for freight.

HP does not pay for freight of returns between end-customer and the Partner.

Call Tags

On an exception basis, HP Source Customer Services can arrange for call tags for

product that must be picked up from end user customer locations. Unless the call

tag is being provided to correct an error caused by HP, HP Source Partners will be

invoiced for all costs associated with providing call tag services.

Proof of Delivery

Signatures confirming Proof of Delivery (POD) can be useful in determining whether

or not a box has been received by the Returns Center. When several items are

returned in one box, a POD cannot be used to confirm receipt of specific items or

quantities.

Customer-Owned Warehouse Option

For HP Source Partners with the customer-owned warehouse option: When

requested by a HP Source Partner and approved by HP, product can be accepted for

return and placed in a Customer-Owned warehouse. Details and fees associated

with setting up a Customer-Owned warehouse, obtaining a Purchase Order for

sending returns to a Customer-Owned warehouse, and/or de-configuration can be

obtained by contacting the Consigned Product Team at 402-758-3343 or by

sending an email to [email protected].

HP’s returns policy is subject to amendment or withdrawal at any time without

notice, at HP’s sole discretion.

Credit Issuance

All Product Line return allowances are subject to CAPs. No additional regular returns

will be allowed beyond these CAPs. Exception returns to the product line CAP may

be assessed a 25% restocking fee. HP shall refund a credit to the HP Partner

Agreement for approved returns calculated at the net price in effect of the date

product was originally invoiced by HP.

HP Certified Refurbished Products – Return Guidelines

Refurbished & Excess New EOL products are not eligible for return unless product

is DOA, damaged in shipment, missing components or the wrong product was



17

received. For DOA return requests, Partner (or End-User) must contact HP Support

for resolution before requesting a return. A case number is required before return

request will be authorized. For concealed damage, Partner must provide photos of

product and its packaging. Contact an HP Remarketing sales rep at

[email protected] for more information.

12. Policies, Guidelines & Definitions

BTO

Build-to-Order product is built and is put on the shelf for partners to order. A BTO

SKU has a single part number for each type of unit

CRP

Continuous Replenishment Products are a certain set of products that are

continually built (or continually replenished) to be put on the shelf for partners to

order.

CTO

Configure-to-order products have typically been ordered via the web, are made up

of multiple part numbers and have stock code H parts within their (stock code H is

an HP part classification). An HP Source Partner may choose parts that equal a BTO

unit (have the same parts or specifications), but the unit is still classified as a CTO

build because it contains stock code H parts. Reach to your Customer Service

Representative for additional questions.

You can identify these SKUs as they will contain the following suffix (with or without

localization code #ABA)

Complex CTO SKUs: AV, EC, UC, EP, UP

Simple CTO SKUs: US

Damaged Product

• Visible Damage is any product that arrives with holes in the outside of the

box, crushed boxes, etc.

• Concealed Damage is when product arrives, the box is opened and

something inside is broken, or broken items are heard when the box is

shaken, etc.

Day(s)

All references to day(s) in this document, whether capitalized or not, shall refer to

calendar days, except as otherwise noted.

Defective on Arrival (DOA)

HP defines DOA as any product (CPU or system or option) that, upon initial

inspection, is defective or has an Out-of-Box failure at the HP Source Partner



18

location. To be classified an Out of Box failure, the failure must occur before

delivery to the end user for one or more of the following reasons:

• Not operable at power-up due to a non-functioning part;

• Failed power-on self-test or HP diagnostics;

• For CTO product only, functional, but the hardware in the unit does not meet

the HP specification (i.e. 120GB hard drive vs. 200GB hard drive);

• Omitted part within the CPU or system (e.g., memory or drive) excluding

parts of the country kit (power cord, keyboard, mouse and documentation)

and software; and/or

• If any malfunction occurs during configuration of the unit, HP’s sole

judgment will determine whether the problem is attributable to the HP

product or a third-party option/software configuration issue.

New/Pristine Product/Closed Product

Product returned in a factory sealed box is “new.” Any product that is returned to

HP in a closed box with its original product seal intact is new.

Open Box

A box whose factory sealing tape has been broken.

Used Product

HP defines Used Product as product that has been opened and has been used by the

Partner or end user. If the seal has been broken and product has been taken out of

original packaging, i.e. cords opened, or used in any fashion, the product is used.

Used product cannot be returned to HP. If the actual product condition is used or

cannot be re-sold by HP, HP Source Partner will receive no ($0.00) credit for the

return. HP will not ship product back to partner once it is in the returns warehouse.

HP Source Partner

A HP Source Partner is an authorized HP Partner that is currently authorized to

purchase Products directly from HP.

13. Frequent Contacts

Pricing: see HPPV in section 8 (Standard Pricing) in this document.

Availability: contact your order Support Representative.

Order status and tracking: see Order Status Process in section 7 in this document.

Inside Sales Representative

800-888-5874 option 1

Post-Sales Needs

800-888-5874 option 4

East: [email protected]

Central: [email protected]

West: [email protected]





19

Major: [email protected]

Returns

East: [email protected]

Central: [email protected]

West: [email protected]

Major: [email protected]

Credit

888-227-8459

[email protected]

Pre-Sales Technical Support (hardware)

800-888-5874 option 5

Pre-Sales Technical Support (services)

800-289-9052 option 2

Services Registration Group (carepack registration assistance)

[email protected]

Product Quick Specs

http://h18000.www1.hp.com/products/quickspecs/North_America/North_Am

erica.html#intro








http://h18000.www1.hp.com/products/quickspecs/North_America/North_America.html#intro

http://h18000.www1.hp.com/products/quickspecs/North_America/North_America.html#intro

hp inc. united states source sales operations guide · united states source sales operations guide...

Documents