Returns

This document covers the events, after the sale of new equipment to the point of completion of the return requirement by customer. It covers North America, EMEA and LATAM. The purpose of this document is to provide a high-level understanding of our process.

Definitions

  • UAP: Upgrade Advantage Program is a trade-in program where customers can get upfront financial incentives for trading in equipment.
  • Returns Portal: On-line tool customer can use to facilitate the pick-up of their hardware returns
  • EMEA: Europe, Middle-East and Africa
  • LATAM: Latin America
  • JAPAC: Japan & Asia-Pacific
  • Upgrade Guide: Matrices that can help identify the return requirements based on new equipment purchased and Allowance Codes used.

Policies Pertaining to Returns

  • Customer has 90 days to return equipment from the date of shipment of the new equipment.
  • To get extra time to return equipment, customers can apply for an extension. See sales rep.
  • Customers failing to comply will not be allowed to participate in the UAP program.
  • It is the customer's responsibility to supply accurate and complete information for the commercial invoice (if required), or other licensing requirements and documents that may be required for UAP returns.

Major Steps

  • Returns Team contacts the customer within the first two weeks and provides them with details on how to return the equipment.
  • Customer can request old product pick by by downloading and completing a UAP Pick-Up Request & returning it to UAP-RETURNS_WW@ORACLE.COM.
  • Returns Portal which is an on-line returns tool is being implemented in the next few weeks. Stay Tuned!

Frequently Asked Questions

What are the policies that relate to UAP Returns?

  • The customer has 90 days to return, from the date, the new equipment is shipped to the customer.
  • If the customer is unable to return the equipment within the allocated time, they can apply for an extension.
  • If the equipment is not returned, then the customer/end-user can be prohibited from participating in the UAP program.

Can trade-ins be included in another system?

  • Anything inside a trade-in is considered a return for the mother system only.
  • Any additional components returned within the mother system, will not be credited separately.
  • Customer must return all components due for credit individually e.g. memory, cpu's etc., should be sent separately for proper credit.

Who pays for freight?
Oracle pays for freight from customer's dock to Oracle.

Who is responsible for the returning the equipment?
The End-User is responsible for returning equipment.

What do I do if I need an extension?
Contact your Sales Rep and they will fill out the Extension Form and get all approvals.

How do I know what equipment to return?

  • A list of products was submitted for approval in the "UAP Discount Request Template", this same list of products should be returned to Oracle
  • For questions, contact the Returns Team.

How do I return items that are not UAP related?
Contact UAPrequest_WW@Oracle.com for UAP related questions.


For further information on UAP Program, please review Terms and Conditions.

 

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