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.
• Webview: Webview is a web based tool for customers to initiate the return and request pick-up of old product
• 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.
• 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 or by launching www.webview.net and filling out the information requested below:
  1. Time, date and site details
  2. Information on hours, packaging and security restrictions
  3. Equipment details like, number of pallets, boxes and weights
  4. Links return to the upgrade order by choosing the applicable sales reference number
  5. Complete the transaction

Frequently Asked Questions

What if I do not have a Login/Password?
Contact UAP-RETURNS_WW@ORACLE.COM or download and complete a UAP Pick-Up Request & return it to UAP-RETURNS_WW@ORACLE.COM.

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?
Complete a template based on your geographic location.