Using the Portal: Repairs and Parts Claims

Highlights of Your New Trafera Portal

Table of Contents

• Google Login
• My Account Page
• My Repairs Page
• Online Approvals For Paid Repairs
• My Parts Page
• Repair Claim Form
• Parts Request Form
• Resources
• Do You Have Any Questions?

Google Login

When you come to our login page, you can use your Google account to log in if you would like.

We've made a significant visual upgrade:
Portal pages have been redesigned with a new layout that minimizes visual clutter and allows better visibility of core content. Tables such as My Repairs will now expand to use the entire screen area, and the Advanced Search filters will now appear in the sidebar so you can easily browse the results while you search.

My Account

This 'My Account' landing page you visit when you log in has recently been updated with a new look and additional information. This page will provide updates regarding announcements, changes, and new portal features. Once logged in, your Account should look similar to this.

Our new portals allow your Portal Administrator to set 'Roles' for all users with various levels of permissions.
[note]: Depending on your access level, sections of this user guide may not be visible in your Account.

My Repairs

The My Repairs page shows you the devices we are repairing or are on their way to us for repair. It shows you the Service ID, Serial Number, Asset ID (if available), Location, Status, Submitted On date, and Master Tracking number. If you click on a Service ID, we show you detailed information regarding your repair and its status at the bottom of the page.

New to the 'My Repairs' page: For repair claims we have not yet received, you can now view and print shipping labels, request additional labels, modify shipping label names, and schedule a UPS pickup from the My Repairs page (see the example below).

Online Approvals For Paid Repairs

If you have a paid repair, click on the button “Approve/Decline Repairs” from within the My Repairs detailed information window. We provide you with the ability to approve paid repairs within your portal. You can select Decline or Approve for each item and Submit.

My Parts

If you have submitted devices through the 'Parts Request Form' that require replacement parts, and you view the 'My Parts' page, the devices you submitted parts for will show up here, providing you the submission status plus other details.

Repair Claim Form

When you enter the 'Repair Claim Form,' your name and email will auto-populate the form. You select the location you are working from (the location field is where you want the device returned).

Complete the Shipping Preferences box. Change the number of shipping labels to the number of boxes you are shipping to us. You will be emailed shipping labels once you submit the form. Also, if you are using one of our 'Smart Shipper' boxes, check the box in this section to replenish the box you are using.

Fill in the Devices to repair. Up to 200 devices can now be included on a single repair form, up from 50. When you enter a serial number (SN), the warranty status of that device will be shown. If you get the message “Unable to find a match,” you can still submit the device without issue. We will look up the SN to check your warranty status and get back to you if there are issues. The “Internal Reference” field is for your reference. The information you type in that box will appear on the packing slip when the device is returned to you (sample below).

[Note] You can download our 'template' Excel doc, enter your devices in the three columns, and then copy and paste them into the box that appears when you click on the 'Click to paste device repair data from a spreadsheet' link. You can import up to 200 devices at one time.

Parts Request Form

The Parts Request Form is similar to the Repair Claim Form in which your name and email will auto-populate in the form. You select the location you are working from (the location field is where you want the parts shipped). Up to 200 devices can now be included on a single parts request form, up from 50. Entering a Serial Number (SN) will show you the warranty status of that device. If you select a part with an asterisk*, it will show you a message that we will make sure the chosen part is covered under your warranty.

[Note] You can download our 'template' Excel doc, enter your devices in the three columns, and then copy and paste them into the box that appears when you click on the 'Click to paste device repair data from a spreadsheet' link. You can import up to 200 devices, saving you time. Once imported, you select the parts needed for each device. Once complete, you can submit the form.

Resources

The Resource Library provides you with some additional information. We have 2 FAQs for you: How to use the portal as a User and How to use the portal as a Company Admin. We also have information on Mobile Device Care, OEM Warranty Checkers in case you need access to that, documents on the Repair Submission Processes, and links to many Repair Videos should you need to reference those.

Do You Have Any Questions?

If you still have questions or need additional support after reviewing this document, please contact the appropriate person on our Contact Us page.

We can answer any questions you may have regarding the portals.

Thanks - The Trafera Team

For More Information: Trafera Sales Team | Toll Free: 1.855.862.5120 | Email: portals@trafera.com