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      FBA Removals Handling

      How to process FBA Removals

      1. Check if the order is an FBA removal. The shipping label will say "Jethro FBA Removals" in the "Ship to" section.

      2. Open box without tearing the shipping label.

      3. Check that the packing slip matches what is in the box. Complete the next steps regardless; more on what to do below.

      4. Open each return and do the following:

        • All SC490 returns must include all the accessories (wall plug, cable, dock, and battery) as well as the SIM card (both the larger frame and the small SIM itself)
        • For SC490s and any SIM cards returned, check the ICCID to see if the plan was activated and if so, if it was used over the 30/30/30 rule. (30 Talk, 30 Text, or 30MB of Data)
        • To check the ICCID's, follow below steps
          • Open the CRM and hover over "Subscribers" and click on "Subscribers List"
          • In the top left under SIM Card Management, click the drop down to change the filter from "Line" to "ICCID" (Line is the default, should only need to change this once for the day!). Enter the ICCID into the box shown. Click search.
          • Check the SIM information. Regardless of status, click the ">" symbol at the end of the row for more information.
          • Check in the "Plan Usage" section for any activated or hotlined plans; again, use the 30/30/30 rule when reporting these to Angela (30 Talk/30 Text/30 MB of Data)

      5. If items are missing or sim has been used, obtain photos of shipping label, packing slip, and returned accessories with LPN sticker 

        • If a SIM has been used:
          • If its over the 30/30/30 rule, obtain pictures WITHOUT the phone, even if in good condition. Example below:
          • If below 30/30/30 rule, obtain pictures WITHOUT SIM card. Example below:

            • Note: We submit the photo without the phone if over the rule in order to recoup some of the money we won't be getting back; Amazon only reimburses for missing/damaged products.

        • Once you have photos of the accessories, SIM, and/or phone, take photos of the LPN# label, packing slip, and the shipping label from Amazon. The LPN# label will often be either directly on a phone box, or on a bag that Amazon has put them in. Examples below:
        • Send all above photos to Angela along with a brief description of the issue.

      6. For any SIMs that were activated or hotlined, be sure to deactivate them. Although the customer isn't using them anymore, we are still paying to keep the line open, so we want to cancel ASAP.

      • Click "Deactivate Line" in the top right corner of the "SIM Card Detail" page and follow the given prompts. 

      7. For any SIMS that are still unactivated, assign them as SIM Card Only. Or, if the packaging is still intact and in good condition, consider setting it aside as is if its a plan we sell often. 

      8. Any hotlined or activated SIMs (that have now been deactivated) should be thrown away, as no other plans can be added to them from now on. 

      9. Return all reusable stock to inventory, while throwing away anything that has been damaged (i.e. plastic trays phones sit in, plastic box phones are in, SIM card packaging, etc...)

      10. If a SIM card was returned either without the larger frame card, or without the smaller SIM (that actually goes in the phone), be sure to set these to SIM Only, and set them in the box in the shipping room (photo below):

      SIM No Card:

      Card No SIM:

      Testing SIMs Box:

      There is also an Google sheet with a running list of all these "Testing SIMs," be sure to add them to the correct sheet (White or Jethro Branded) and the correct table (SIM no card, or card no SIM)