Iphone Carrier Service Guide

iPhone
Carrier GSX Guide
iPhone Carrier GSX GuideUpdated May 3, 2009
APPLE NEED TO KNOW CONFIDENTIAL
Contents
Global Service Exchange
About Global Service Exchange ..................................................................................................................3
Logging in to GSX............................................................................................................................................4
Administering Access......................................................................................................................................5
Getting Support ...............................................................................................................................................6
iPhone Repair Service

Providing iPhone Repair Service .................................................................................................................8
Performing Carry-In Repairs .........................................................................................................................8
Facilitating Whole Unit Exchange Repairs ..............................................................................................13
Service Management
Upload Repairs...............................................................................................................................................20
Create Stocking Orders ................................................................................................................................23
Tracking A Part That Has Been Shipped ..................................................................................................26
How To Print Return Labels.........................................................................................................................26
Bulk Returns ...................................................................................................................................................27
Online Financials ...........................................................................................................................................31
GSX FAQs and Troubleshooting Tips

How do I set up my Apple ID and log in to GSX? .................................................................................39
How do I get a Sold-to account number? ...............................................................................................39
How do I grant a User additional Ship-To access? ................................................................................39
What are the escalation paths for parts ETA, lost shipments, and repair cancellation? ..............40
Global Service Exchange

About Global Service Exchange
Global Service Exchange (GSX) is AppleCare's repair management and service parts ordering tool. As an
iPhone Carrier Service Program participant, you can use GSX to facilitate repairs, track service invoices,
and submit billing escalations.
Note: Some GSX capabilities are not available to you as an iPhone Carrier Service program participant
because they are not required when handling iPhone repair orders. Examples include, but are not
limited to, Service Source, Onsite repairs, and Fulfillment orders.
System Requirements
GSX is a web-based application that supports the following configurations:
Apple Safari v1.0-1.2 or later for computers with Mac OS 8.5 and later
Apple Safari v3.1 is available for Windows XP and Windows Vista at www.apple.com/safari
Microsoft Internet Explorer 6.x and later for computers with Windows 98 and later
Key Concepts
Before you begin using GSX, please familiarize yourself with the following concepts:
Apple ID An Apple ID gives you easy access to Apple services, including GSX. If you have ever signed
up for an Apple ID (for example, the iTunes Store or .Mac), use the same Apple ID with GSX. Your Apple
ID can be your email address. If you dont have an Apple ID, you can get one from the GSX log in page. If
you have forgotten your Apple ID or Password, go to iForgot to retrieve this information. Please visit
About Apple ID to learn more.
Billing Inquiry This is completely integrated into GSX and issues can be escalated to Apple directly
through the Billing Inquiry function. Questions about invoices or billing discrepancies can be submitted
from an existing Repair, Order, or Invoice.
Carry-In Repair A repair for an iPhone, which entails ordering a replacement part and exchanging that
part with the replacement at your service location.
Coverage Check The Coverage Check feature provides information on whether an Apple product is
eligible for any type of Apple service coverage, based on when or whether aproducthas been
registered with Apple .
GSX Help Form Apple provides one-on-one support for administrative (non-technical) inquiries via the
GSX Help Form which allows you to submit questions concerning GSX access rights, usage and orders.
The form, located in the AppleCare Badge, Account Management section, features a text box in which
you can describe the issue. You can expect a response within 24 hours.
IMEI International Mobile Equipment Identity is a number unique to every GSM and UMTS mobile
phone.
Roles and Privileges Access levels in GSX are granted as Roles, and each Role has various Privileges
associated with it. For example, the iPhone Technician Role includes the Privileges required to create
Carry-In and Whole Unit Exchange repairs. To view details regarding your level of access, click My
Privileges from the GSX Homepage.
Serial Number
A unique alphanumeric identification for a product.
Service Location One or more locations within your organization authorized by Apple to receive
iPhone products for purposes of providing repair service.
Service Provider
Your site, which is providing repair service for its iPhone users.
Ship-To Location
Location to which Apple will ship iPhone products in connection with repair service.
Smart Search
escalations.
Use a serial number or IMEI to search quickly for parts, repairs, repair history, and
Parts Lookup: Locates parts for a Repair or Stocking Order. It contains all parts for all units.
Repair Lookup: Allows you to find and view Carry-In and Whole Unit Exchange Repairs created for your
service account, and all ship-to locations for which you have access.
Order Lookup: Search for your Service Stocking Orders.
Invoice Lookup: View your current and past invoices.
Billing Inquiry Lookup: Find and view billing escalations.
Sold-To Your sites main service account. Once you have logged in, your sites Sold-To account will
appear on the right-hand badge under Company Info. One Sold-To can have multiple Ship-To Locations.
Stocking Orders
specific repair).
Used for ordering parts for stock-on-hand only (NOT for ordering service parts for a
VMI VMI stands for Visual Mechanical Inspection. The VMI describes how to inspect an iPhone prior to
initiating a repair.
Whole Unit Exchange Repair A service event whereby the complete iPhone is exchanged for a
replacement, by sending the original to the AppleCare Screening Center.
GSX User Guide and Online Help

Complete details on GSX can be found in the GSX User Guide, which is available within GSX. Download
the GSX User Guide and refer to it when you have questions. The User Guide provides detailed
instructions and start-to-finish directions for all the capabilities of GSX. In addition, each page in GSX has
a Help button. Online Help provides basic hints to help you navigate the page you're viewing.
Logging in to GSX
Log in to GSX at http://gsx.apple.com with your Apple ID and
password. If you have forgotten your Apple ID or Password, click on
Forgot Password or go to iForgot to retrieve this information.
Note: If you have access to more than one service account, be sure
to choose the appropriate one upon logging in to GSX. For
example, if you also have access to a Macintosh service account, be
sure to choose your iPhone service account when handling iPhone
repairs.
Applying for Access to GSX

When you first log in to GSX, you must apply for access.
GSX Administrator. If you are the first person in your organization to apply for access to your iPhone
service account, Apple will approve your access and you will become the GSX Administrator for that
account. As the GSX Administrator, you will be responsible for granting access to any additional users
within your organization. Refer to the Welcome email you received from Apple, which contains your
Sold-To account number and information on applying for GSX Administrator access.
Other GSX Users. If you are not the first person in your organization to apply for access to GSX, your
application will be sent to your GSX Administrator for approval. When you request access, you will be
asked to enter your Sold-To account number, which you can obtain from your GSX Administrator.
Follow the steps below to apply for access to GSX.
Note: If you already have access to GSX (for example, a Macintosh service account), log in to GSX, click
MyProfile, click Apply for Access to Additional Account, and then continue with the steps that follow.
1. Enter your Sold-To account number. This account number ties you to the service account to which
you are requesting access.
2. Enter the reason you need access to GSX. The explanation you enter will be seen by the person at
your service account accepting new users. Your entry in this field will not be seen by Apple.
3. Click Submit to finish and send your application.
Once your GSX Administrator grants you access, you will receive a confirmation by email.
Administering Access
If you are a GSX Administrator for your organizations iPhone service account, your iPhone Admin Role
and associated Privileges enable you to set up or remove users, assign Roles, and add or remove
Privileges.
Setting Up Users
New requests for access to your service account appear as a Pending Account link
in the Account Activity section of the GSX Home page.
To set up new users, complete the steps that follow.
1. Log in to GSX and click the Pending Account link
to display the Requests for Access page.
2. Click the Approve (or Reject) button, as
appropriate. If you click Approve, the Setup User
page is displayed and shows the information the
user entered when applying for access to your
service account.
3. Assign the appropriate Role to the user by highlighting

the Role name (iPhone Admin or iPhone Technician)
under the Available Roles field and clicking Add. Remove
a Role for a user by highlighting the Role name under the
Assigned Roles field and clicking Remove.
4. Assign ship-to locations by highlighting a location and
clicking Add.
5. Click the Approve button when you are finished. The user
will receive a GSX Notification email confirming that you
have approved his or her request for access.
Maintaining Users
Follow the steps below to modify user Roles and Privileges,
assigned ship-to locations, or to remove users.
1. Log in to GSX and click Administer Access in the Account
Management section to display the Find User page.
2. Use the Find User page to search for existing users whose
Roles you wish to modify or for users you wish to remove from your account.
Enter the search criteria, and then click the Find button.
3. Locate the user whose access you wish to modify, and then click the Modify Access button.
4. Make your changes by adding or removing Roles and Locations, and then click the Update button.
To remove a user, simply click the Remove User button.
Getting Support
If you need assistance with Global Service Exchange, use the GSX Help Form
located in the Account Management section of the GSX homepage. If you
are unable to access GSX and are located in the USA or Canada, contact
Apple Service Provider Support. The GSX Help Form has a 24 hour response
time to all enquiries on business days. Billing Inquiries have a 2 business day
response time.
1.
Click on GSX Help Form link.
The First Name, Last Name and Email

address fields are autofilled using the data
from the Apple ID that was used to log into
GSX.
2. Enter the Business or School Name,
Sold-to Account number and Ship-to
Account number.
3. From the Issue Category pop-up menu, select iPhone Carrier.
4. Enter the Issue Description.

5. Click Send Request.
iPhone Repair Service

Providing iPhone Repair Service
If the iPhone has been screened at your Carrier Store and must be replaced, continue to Performing
Carry-In Repairs.
If the iPhone must be screened and possibly exchanged at the AppleCare Screening Center, continue
to Facilitating a Whole Unit Exchange Repairs.
Important: Advise users to sync their iPhone with iTunes, if possible. Remove SIM cards and accessories
before sending failed iPhones to Apple warehouse or AppleCare Screening Center.
Performing Carry-In Repairs

This section covers Carry-In Repairs, which entail ordering a service part to replace a failed iPhone or
accessory.
Step 1: Creating a New Carry-In Repair

1. Enter the iPhone serial number or IMEI in the field under the Repairs and Orders heading on the GSX
Home page.
2. Click Carry In.
Note: To verify repair coverage before creating a Carry-In Repair, click Coverage Check on the GSX Home
page.
The New Carry-In Repair page displays the product
information for the serial number or IMEI you entered. If the
information shown does not match the iPhone that you are
repairing, check the serial number. Click the Cancel button to
return to the Home page and start again.
3. Enter the Unit Received Date and Time. You should enter the
date and time that the end user brought the iPhone to you for
service.
Add Parts and Shipping Information to the Carry-In Repair
1. Add the part(s) that you need to complete the Carry-In Repair using one of the following methods:
a. Type the part number in the Parts field.
Enter part numbers in the ###-#### format (such as 922-8137).
Click the Add Parts button after typing in each part number.
b. Select parts from a list using the Parts Lookup functionality in GSX.
Leave the part number field blank, and click the Add Parts button. GSX will display a list of
part numbers available for the serial number configuration. To search the list of parts, or
narrow the search selection, enter search criteria (such as dock) and click the Find button.
Check the box next to the part number of the part you wish to add to your Carry-In Repair.
Click the Return with Selected Parts button after you have selected the part you wish to add
to your Carry-In Repair.
Note: You can choose to show more than the default 10 parts per page in the My Profile link on the
GSX homepage. Just change the Records per Page value.
2. Remove any parts entered in error by checking the box under the Remove heading. When you click
the Continue button to proceed to the next page, the selected part or parts will be removed.
3. For products that have failed due to damage, the Accidental Damage
(Abuse) or the Repairable Damage box must be checked, as appropriate.
- if an iPhone accessory has failed due to damage, check Accidental
Damage (Abuse).
- if an iPhone handset has failed due to damage and is eligible for out-ofwarranty paid repair service, check Repairable Damage.
- if an iPhone handset has failed due to damage and is NOT eligible for out-ofwarranty paid repair service, recommend the purchase of a replacement
iPhone.
4. Apple may require that you submit the observed
condition codes for parts on the Carry-In Repair. If a code
is required, the CompTIA Code and CompTIA Modifier
pop-up menus will display on the part line.
- For each part, select the CompTIA Code and CompTIA
Modifier. The selections available in the Comp TIA Code pop-up menu describe the problem. The
Comp TIA Modifier describes the frequency of the problem.
- Click the part number link to view detailed information on the part.
5. Choose the Ship-To location from the pop-up menu. This is where
Apple will ship the part(s) for this Carry-In Repair.
6. Click the Continue button when you have completed this page.
The New Carry-In Repair details page is displayed. This page is divided into six sections: 1)Coverage
Information, 2)Diagnosis/Notes, 3)Parts, 4)Customer, 5)Billing, and 6)Shipping. Some of the
information in these sections is carried over from the previous pages.
Section 1: Coverage Information

This section displays details of the iPhone product
that you have entered for the Carry-In Repair. The
service coverage information indicated by GSX is
based on the date of purchase information available to Apple. Depending on when or whether the
iPhone user registered the product, the estimated purchase date may be incorrect. If GSX indicates
that the product is not eligible for repair coverage by Apple and you or the user believe the product
is within its warranty period or covered by an AppleCare Protection Plan for iPhone, upload
acceptable Proof of Coverage documentation demonstrating otherwise.
Proof of Purchase
Apple and Resellers provides proof of purchase documentation with all products and services sold.
To be valid, a proof of purchase must meet the following criteria:
1. The Proof of Purchase must be legible (screen shots are not acceptable).
2. The Proof of Purchase must include the following information:
Date of purchase
Invoice or receipt number
Sale price
Reseller information and, if possible, the company seal or logo
Product IMEI or serial number
Section 2: Diagnosis/Notes
This section collects information for Apples use in
improving products. Information that describes the
issue and your diagnosis is important.
1. Enter the Symptom as reported by the person who
uses the iPhone (required).
2. Enter the Diagnosis that you determined when troubleshooting (required).
3. Enter any additional Notes that might be needed, or for your reference (optional).
4. If you want Apple to review the Carry-In Repair, check the Request Review By Apple box. When
checking that box, be sure to indicate the reason for your request in the Notes field (required).
Note: Any repair marked for review will be delayed pending the review.
Note: Required fields are marked with an asterisk (*) in GSX.
Section 3: Parts
This section shows the pricing for each part. For each part ordered there are three columns: Stock Price,
Exchange Price, and Applicable Price. The Applicable Price is the real-time quotation for actual part
charges for the Carry-In Repair. The quotation for parts covered by Apples Limited Warranty or an
AppleCare extended service agreement (such as AppleCare Protection Plan) will be zero. For parts that
are not covered, the Applicable Price will be the same as the Exchange Price. The Exchange Price is less
than or equal to the Stock Price because it is contingent upon the return of the defective part to Apple
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within a specified number of business days from the date the order was shipped. The Status and
Expected Return values will be populated after the Carry-In Repair has been processed by Apple.
Quotes on Applicable Price can be obtained as parts are added to and/or removed from the Carry-In
Repair. If applicable, shipping charges and taxes will also display. There are two ways to get real-time
quotes on parts:
1. After adding parts to a Carry-In Repair and before completing any other fields, click the Get Quote
button. The page will refresh and populate the Applicable Price column for any billable parts and
display applicable shipping charges and taxes.
2. After completing all required fields for a new Carry-In Repair, click the Confirm Repair button at the
bottom of the page. If any parts selected are billable, a message will appear asking you to confirm
that you wish to submit the Carry-In Repair. If you wish to submit the repair with the billable parts,
click the OK button. Otherwise, click the Cancel button.
Note: All charges and credits are estimates. Final charges and credits, if any, are dependent upon the
return of required items, as applicable.
Section 4: Customer Information
This section contains the customer (iPhone user)
information. The following information is requested
(some fields are required):
1. Enter the customers First Name and Last Name
(required).
2. Enter the name of your company, school, or institution in the Company field, if applicable.
3. Enter the customers Email Address (required). This should be the email address of the person you
would contact with the status of the Carry-In Repair. If an email address is unavailable, please enter
refused@apple.com.
4. Enter the customers Primary Phone (required). This should be the phone number of the person you
would contact with the status of the Carry-In Repair.
5. Enter the customers Address (required).
6. Enter the customers City, State and Zip/Postal Code (required).
7. Choose the Country (required).
Note: Required fields are marked with an asterisk (*).
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Section 5: Billing
Billing information includes your Purchase Order (PO) Number and an
optional Reference Number. To effectively track and manage your
Carry-In Repairs, assign a unique PO and reference number to each
one. Blanket POs will be accepted by GSX, however, unique PO and
reference numbers are preferred. PO Numbers are required on all Carry-In Repairs, including those
covered by Apple. The Reference Number is for your records only and could be your repair ID or store ID
to ease your receiving process; Apple will not see the Reference Number if you choose to include one,
and it will not print on the invoice.
Section 6: Shipping
To change the ship-to location assigned for this Carry-In Repair, click the Change button. GSX will return
to the first New Carry-In Repair page and allow you to choose a different ship-to location.
Step 2: Submitting the Carry-In Repair

1. Click the Save for Later button if you need to submit the Carry-In Repair to Apple later or if you
will be away from GSX for any length of time. GSX may time out while youre away and any data that
you entered will be lost. Saving the Carry-In Repair for later will prevent this loss.
2. Click the Cancel button to cancel the Carry-In Repair and erase it from your GSX system. You will not
be able to retrieve the data once you cancel the Carry-In Repair.
3. Click the Confirm Repair button to get a real-time quotation on the Applicable Price for all parts
before submitting the Carry-In Repair to Apple for processing. If the Role youve been assigned for
GSX access does not allow you to submit Carry-In Repairs without approval, this Carry-In Repair will
remain at a Pending Approval status until your GSX Administrator, or a user at your service account
with the proper Role, approves your Carry-In Repair.
When you click the Confirm Repair button, GSX will notify you of any billable items on the repair and
ask if you really want to submit the Carry-In Repair. Click OK to submit.
Note: GSX displays coverage information on each Carry-In Repair at both the header level and at the part
level. Final coverage validation is always at the part level. When submitting a Carry-In Repair that
contains a part or parts that are not covered, GSX will alert you at the time of Repair Confirmation.
Repair Confirmation
Your Carry-In Repair is immediately submitted to Apple for processing and you can see final confirmation
of your submission. This page looks the same as the previous, except none of the fields are modifiable.
Your Carry-In Repair is assigned a confirmation number. GSX assigns the Confirmation number as an
interim reference number until the Carry-In Repair hits the Apple system and is assigned a Repair
number. You must wait for the repair number to be assigned to update the IMEI. Actual time needed for
this assignment will vary but should be less than 15 minutes. The Confirmation number stays with the
Carry-In Repair and is transmitted to Apple, however, it will not print on your invoice. The Confirmation
number remains on file in GSX and is searchable.
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Print a Copy of the Carry-In Repair

1. Click the Click here link to view a printer-friendly version of your Carry-In Repair. A new browser
window will display a version of the Carry-In Repair confirmation that is designed to fit on one page.
2. Choose Print from the File menu or click the printer icon on your browser.
Step 3: Completing Carry-In Repairs

As soon as youve given the customer the replacement for a Carry-In Repair, the following steps must be
taken:
1. From the Repair Activity section of your Badge click Carry-In Repair Awaiting Part.
2. Click on the relevant Repair number or Confirmation number.
3. Enter the serial number
or IMEI of the
replacement phone New
Serial # / IMEI # field.
Important: Original and
replacement serial numbers
and IMEIs must be correct
and the repair must be
marked complete for
warranty coverage to transfer
properly.
4. Click the Repair Complete box at the top right of the page.
5. Click Update.
6. A dialog box will appear: Are you sure you want to update the repair? Click OK.
Facilitating Whole Unit Exchange Repairs

About the Whole Unit Exchange Repair Process
As noted previously, a Whole Unit Exchange Repair is one in which you or the customer
send an iPhone to the AppleCare Screening Center (ASC) for service. When you facilitate a
Whole Unit Exchange Repair, please be aware of the following:
If you choose Ship Box option Yes when facilitating a Whole Unit Exchange Repair, you or the
customer will receive a box, air bill, and packing instructions for returning the iPhone. You can expect
next-business-day delivery of those items for Whole Unit Exchange Repair dispatches placed before
the shipping cut off time for your region. For dispatches placed after that time, those items will arrive
in two business days.
If you choose Ship Box option No, you must print a shipping label, print a Packing List from GSX, and
ship the iPhone in a box previously received from or approved by Apple.
Send only the iPhone to the ASC. Do not include the stereo headset, USB cable, power adapter, dock,
SIM card, case covers, display protectors, or other accessories in the box.
Important: The ASC process will erase all data from the users iPhone. You should always advise users
to sync their iPhone with iTunes, if possible, and remove SIM cards and accessories before sending
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iPhone products to an ASC. Users must also transfer any iTunes Store movie rentals that have not yet
expired back to the authorized computer on which they rented them. Apple is not responsible for the
loss of information while servicing the iPhone and does not offer any data transfer service.
Ship the iPhone to the ASC. After shipping an iPhone to the Apple Screening Center, you should
receive it back within three business days.
The ASC will test the iPhone for the reported issue. If the ASC determines that there is no hardware
issue with the iPhone, that iPhone will be returned to you or the customer as no trouble found (NTF).
If the ASC finds a hardware issue with the iPhone, it will send you a replacement iPhone. The
replacement iPhone will be warranted to be free from defects for 90 days from the date of service or
for the remaining period of the original iPhone coverage, whichever is longer. The serial number and
IMEI of the replacement iPhone will not match the serial number and IMEI of the original iPhone.
However, any warranty or AppleCare Protection Plan coverage remaining on the original iPhone will
be transferred to the replacement iPhone. You should retain a record of all serial numbers and IMEIs
for future reference.
After the repair, the replacement can be shipped back to the Carrier Store location or to the customer.
Step 1: Creating a new Whole Unit Exchange Repair

1. Enter the iPhone serial number or IMEI in the field under the
RepairsandOrders heading on the GSX Home page.
2. Click Whole Unit Exchange.
Note: To verify repair coverage before creating a Whole Unit Exchange
Repair, click Coverage Check on the GSX Home page.
The new Whole Unit Exchange Repair page displays the product
information for the serial number you entered. If the information shown does not match the iPhone that
you are seeking to repair, check
the serial number. Click the
Cancel button to return to the
Home page and start again.
1. Click on the Calendar icon
and the Unit Received Date and Time will autofill. You should
enter the date and time that the end user brought the iPhone to
you for service.
2. Add the part(s) that you need to complete the Whole Unit Exchange Repair using one of the
following methods:
a. Type the part number in the Parts field.
Enter part numbers in the ###-#### format (such as 922-8137).
Click the Add Parts button after typing in each part number.
b. Select parts from a list using the Parts Lookup functionality in GSX.
Leave the part number field blank, and click the Add Parts button. GSX will display a list of
part numbers available for the serial number configuration. To search the list of parts, or
narrow the search selection, enter search criteria (such as dock) and click the Find button.
Check the box next to the part number of the part you wish to add to your Whole Unit
Exchange Repair.
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Click the Return with Selected Parts button after you have selected all the parts you wish to
add to your Whole Unit Exchange Repair. You can perform multiple searches and select
different parts in each search before clicking the Return with Selected Parts button. GSX will
remember each part that you have selected and will add all of them to the Whole Unit
Exchange Repair.
3. Apple may require that you submit the observed condition codes for parts on the Whole Unit
Exchange Repair. If a code is required, the CompTIA Code and CompTIA Modifier pop-up menus will
display on the part line.
- For each part, select the CompTIA Code and CompTIA Modifier. The selections available in the
Comp TIA Code pop-up menu describe the problem. The Comp TIA Modifier describes the
frequency of the problem.
the Continue button to proceed to the next page, the selected part or parts will be removed.
5. For products that have failed due to damage, the Accidental Damage
(Abuse) or the Repairable Damage box must be checked, as appropriate.
- if an iPhone accessory has failed due to damage, check Accidental
Damage (Abuse).
- if an iPhone handset has failed due to damage and is eligible for out-ofwarranty paid repair service, check Repairable Damage.
- if an iPhone handset has failed due to damage and is NOT eligible for out-ofwarranty paid repair service, recommend the purchase of a replacement
iPhone.
6. Choose the Ship-To location from the pop-up menu. This is
where Apple will ship the iPhone after it has been repaired. Apple
will ship the iPhone to either the Carrier Store or to the end user.
7. Click the Continue button when you have completed this page.
The Whole Unit Exchange Repair details page is displayed. This page is divided into six sections:
1)Coverage Information, 2)Diagnosis/Notes, 3)Parts, 4)Customer, 5)Billing, and 6)Shipping. Some of
the information in these sections is carried over from the previous pages.
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Section 1: Coverage Information

This section displays details of the iPhone product
that you have entered for the Whole Unit Exchange
Repair. The service coverage information indicated by
GSX is based on the date of purchase information available to Apple. Depending on when or whether
the iPhone user registered the product, the estimated purchase date may be incorrect. If GSX
indicates that the product is not eligible for repair coverage by Apple and you or the user believe the
product is within its warranty period or covered by an AppleCare Protection Plan for iPhone, upload
acceptable Proof of Coverage documentation demonstrating otherwise.
Section 2: Diagnosis/Notes
This section collects information for Apples use in
improving products. Information that describes the
issue and your diagnosis is important.
1. Enter the Symptom as reported by the person who
uses the iPhone (required).
2. Enter the Diagnosis that you determined when troubleshooting (required).
3. Enter any additional Notes that might be needed, or for your reference (optional).
4. If you want Apple to review the Whole Unit Exchange Repair, check the Request Review By Apple
box. When checking that box, be sure to indicate the reason for your request in the Notes field
(required).
Note: Any repair marked for review will be delayed pending the review.
Section 3: Parts
This section shows the pricing for each part. For each part ordered there are three columns: Stock Price,
Exchange Price, and Applicable Price. The Applicable Price is the real-time quotation for actual part
charges for the Whole Unit Exchange Repair. The quotation for parts covered by Apples Limited
Warranty or an AppleCare extended service agreement (such as AppleCare Protection Plan) will be zero.
For parts that are not covered, the Applicable Price will be the same as the Exchange Price. The
Exchange Price is less than the Stock Price because it is contingent upon the return of the defective part
to Apple within a specified number of business days from the date the order was shipped. The Status
and Expected Return values will be populated after the Whole Unit Exchange Repair has been processed
by Apple.
Quotes on Applicable Price can be obtained as parts are added to and/or removed from the Whole Unit
Exchange Repair. If applicable, shipping charges and taxes will also display. There are two ways to get
real-time quotes on parts:
1. After adding parts to a Whole Unit Exchange Repair and before completing any other fields, click the
Get Quote button. The page will refresh and populate the Applicable Price column for any billable
parts and display applicable shipping charges and taxes.
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2. If you want to change the part, click the Change button.
GSX will display a list of part numbers available for the serial number configuration. To search
the list of parts, or narrow the search selection, enter search criteria (such as dock) and click
the Find button.
Check the box next to the part number of the part you wish to add to your Whole Unit
Exchange Repair.
Click the Return with Selected Parts button after you have selected all the parts you wish to
add to your Whole Unit Exchange Repair. You can perform multiple searches and select
different parts in each search before clicking the Return with Selected Parts button. GSX will
remember each part that you have selected and will add all of them to the Whole Unit
Exchange Repair.
Note: All charges and credits are estimates. Final charges and credits, if any, are dependent upon the
return of required items, as applicable.
Section 4: Customer Information
This section contains the customer (iPhone user)
information. The following information is requested
(some fields are required):
1. Enter the customers First Name and Last Name
(required).
2. Enter the name of your company, school, or institution in the Company field, if applicable.
3. Enter the customers Email Address (required). This should be the email address of the person you
would contact with the status of the Whole Unit Exchange Repair. If an email address is unavailable,
please enter refused@apple.com.
4. Enter the customers Primary Phone (required). This should be the phone number of the person you
would contact with the status of the Whole Unit Exchange Repair.
5. Enter the customers Address (required).
6. Enter the customers City, State and Zip/Postal Code (required).
7. Choose the Country (required).
Note: For out of warranty transactions, if customer information is not available, please enter your name
and the address of your service location.
Section 5: Billing
Billing information includes your Purchase Order (PO) Number and an
optional Reference Number. To effectively track and manage your
Whole Unit Exchange Repairs, assign a unique PO number to each
one. Blanket POs will be accepted by GSX, however, unique PO
numbers are preferred. PO Numbers are required on all Whole Unit Exchange Repairs, including those
covered by Apple. The Reference Number is for your records only; Apple will not see the Reference
Number if you choose to include one, and it will not print on the invoice.
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Section 6: Shipping
To change the ship-to location assigned for this
Whole Unit Exchange Repair, click the Change ShipTo button. GSX will return to the first New Whole Unit
Exchange Repair page and allow you to choose a
different ship-to location. The AppleCare Screening
Center will return the repaired iPhone to the address
indicated. The option to change a ship-to location is
not a default privilege. This privilege can be granted
by your GSX administrator.
1. Choose one of the following Ship Box options:
a. Choose Ship Box option Yes to have a shipping box and air bill sent for your use in returning
the iPhone to Apple (recommended). If you choose this option, enter N/A for the Tracking
Number and choose your shipping carrier from the pop-up menu.
b. Choose Ship Box option No if you plan to ship the iPhone in a box previously received from or
approved by Apple. If you choose this option, enter Pending for the Tracking Number and
choose your shipping carrier.
Important: After you submit the Whole Unit Exchange Repair with the ship box option as No, print a
shipping label that includes the repair Confirmation # and IMEI # as Your Reference. This label would be
generated using your own shipping system, it is not available from GSX.
2. Enter the name and phone number of a contact at your service location. This contact should be the
technician who diagnosed the Whole Unit Exchange Repair or someone familiar with the iPhone.
This is required. If the ASC needs additional information, they will contact this person.
3. When the AppleCare Screening Center returns the repaired iPhone, the tracking number will be
entered into GSX so that you can track the status of your shipment during its transit. After the ASC
ships the iPhone to your service location, the Whole Unit Exchange Repair details page will display
the tracking and carrier information of the shipment.
Step 2: Submitting the Whole Unit Exchange Repair

1. Click the Save for Later button if you need to submit the Whole Unit Exchange Repair to Apple
later or if you will be away from GSX for any length of time. GSX may time out while youre away and
any data that you entered will be lost. Saving the Whole Unit Exchange Repair for later will prevent
this loss.
Important: You must Confirm the repair in GSX before sending the phone to the ASC.
2. Click the Cancel button to cancel the Whole Unit Exchange Repair and erase it from your GSX
system. You will not be able to retrieve the data once you cancel the Whole Unit Exchange Repair.
3. Click the Confirm Repair button to finish the Whole Unit Exchange Repair and submit to Apple for
processing. If the Role youve been assigned for GSX access does not allow you to submit Whole Unit
Exchange Repairs without approval, this Whole Unit Exchange Repair will remain at a Pending
Approval status until your GSX Administrator, or a user at your service account with the proper Role,
approves your Whole Unit Exchange Repair.
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When you click the Confirm Repair button, GSX will ask if you want to submit the Whole Unit Exchange
Repair. Click OK to submit.
Repair Confirmation
Your Whole Unit Exchange Repair is immediately submitted to Apple for processing and you can see
final confirmation of your Whole Unit Exchange Repair. This page looks the same as the previous, except
none of the fields are modifiable. Apple recommends that you print a copy and save it for your records.
If you checked the Accidental Damage (Abuse) box, the Pricing Information section will display the
applicable Stock price.
If you checked the Repairable Damage box, the Pricing Information section will display the applicable
Exchange price.
Note: The AppleCare Screening Center address is displayed in the Shipping section of the Confirmation
page. Ship the iPhone to that address using the box and air bill provided by Apple. If you chose Ship Box
option No for this repair, click the Print Shipper link to print a packing list that includes the
Confirmation # and Serial #. Print a shipping label that includes the repair Confirmation # as Your
Reference in the Billing Details section, and then ship the iPhone and packing list in a box previously
received from or approved by Apple.
Promptly package and ship the iPhone back to Apple.
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Service Management
Upload Repairs
An alternative to creating and submitting every new
Repair in GSX is to submit several repairs in one specially
formatted file and upload the file to Apple via GSX.
When uploading Repairs, you may combine the type of
Repairs submitted: Carry-In and Whole Unit Exchange.
Upload Repair files should be in the format described in
this section. Repair upload files submitted in an invalid
format will not be accepted.
Each Repair will include multiple records depending on the type of Repair:
Header record contains information identifying the basic information required for every Repair, such as
the serial number of the unit and customer information. There is always only one header line for each
Repair.
Detail record contains part information. Required for Carry-In and Whole Unit Exchange.
File Format
The correct file format may be downloaded from the Upload
Repairs page on GSX. The same data that is required for any
Repair manually created in GSX is required when uploading
Repairs.
Your system should be configured to export the Repair
information in the same format as the file. Submit the file as a tab delimited (.txt) document.
The row descriptions below are examples only. Your document should only contain the actual data lines.
If an optional field is empty, use the field separator indicator to skip it. The header record should contain
information in a .txt document in the same format as the download example. Download the Upload File
Format from the Upload Repairs Page for complete details.
For all optional values, you must indicate a space or blank field value if you will not be supplying the
data requested for that field. Detail level is required for all Carry-In Repairs and Whole Unit Exchange
Repairs.
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Upload Repairs
After you have exported the .txt file in the correct format from your internal system, you are ready to
upload the Repair file to GSX.
Click the Upload Repairs link on the GSX home page.
1. Click the Choose File button to locate the file you wish to upload.
2. Click the Upload button to upload the file to Apple for

processing.
GSX will send you an email confirmation after you upload your Repairs. The email will verify the status of
your upload and indicate the number of Repairs that were accepted and declined. Reminder: The Upload
function is only used to create repairs. Updating IMEIs and completing repairs must be done via the
GSX Web front end.
Correcting Upload Errors

You can verify in GSX that your file has been uploaded from
the Upload Repairs page.
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On the Upload Repairs page, a list of uploaded files that Apple has received will be displayed, each
identified by a unique uploaded file number, the name of the file, day and time of upload, number of
records included in the file, number of errors (if any), and status of the repair.
To correct errors in your files, click on the name of the file to download it as a tab delimited text file. The
last column in the spreadsheet contains error messages. The error message defines the error and
explains what you should do to correct it.
22
After you have corrected the error in the file, upload the file again. You do not need to remove the
confirmed repairs (the ones marked In Progress or Completed). GSX will ignore confirmed repairs that
are included in the file.
Youll receive another confirmation email that will verify the status of your upload and indicate again the
number of Repairs that were accepted and declined.
Repairs successfully uploaded to GSX will be visible via the Repair Activity section of your badge.
Create Stocking Orders

Stocking Orders are meant for ordering parts for stockon-hand only. Stocking Orders should not be used to
order service parts for a specific repair. To obtain parts
in conjunction with a repair, create a new Repair in
GSX.
Step 1: Create a new Stocking Order

Click on the Stocking Orders link under the Orders
Menu.
Stocking Orders do not require that you enter any
customer information, a unit serial number or other information associated with a repair. Stocking
Orders should not be created to obtain parts for a specific repair.
The Stocking Order page is divided into four sections: Summary; Parts; Billing; and Shipping. Each section
displays or requires specific information.
The Summary section displays your Service Account number, Account Name, the name of the person
the order is being Created By, the date the order is being Created On and the order Status. The Order will
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be at New status until it

has been processed by
Apples back-end system.
Verify that the information
on this screen is correct. If
not, Log Out of GSX and
begin again.
Add parts to your order
1. Enter the part numbers that you
need to complete the Order by
typing the part number in the
Parts field. Part numbers should
be entered in the three digits, a
dash, and four-digits format.
Such as: 661-1234.
Note: International parts have
letters before the first three digits.
2. Click the Add Parts button after typing in each part number. Or to select parts from a list using the
Parts Lookup functionality in GSX:
- Click the Add Parts button with the part number field blank. GSX will display a list of part numbers
available for the serial number configuration.
To search the list of parts or narrow the search selection, enter search criteria on this page.
- Check the box
next to the
part number of
the part you
wish to add to
your Order.
- Click the Return with Selected Parts button after you have selected all the parts you wish to add
to your Order. You can perform multiple searches and select different
parts in each search prior to clicking the Return with Selected Parts
button. GSX will remember each part that you have selected and will
add all of them to the Order.
The part number that you entered or selected will be added to the Order.
the Remove button, the selected part or parts will be removed.
Note: After adding parts to your stocking order, click the Get Quote button in the Parts section of the
New Stocking Order page. The page will refresh and display the estimated part costs in the Net Price
column and any applicable shipping charges and taxes.
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Billing and Shipping

To effectively track and manage your Orders, assign a unique Purchase Order (PO) number to each one.
Blanket POs will be accepted by GSX, however, unique PO numbers are preferred. PO Numbers are
required on all Orders. Enter a PO Number for each Order.
Choose the Ship-To location from the pop-up

menu. This is where Apple will ship the
part(s) for this Order
Step 2: Submit the Order

1. Click the Save for Later button if you
need to submit the Order to Apple at a later date or if you will be away from GSX for any length of
time. GSX may time out while youre away and any data that you entered will be lost. Saving the
Order for later will prevent this loss.
2. Click the Cancel button to cancel the Order and erase it from your GSX system. You will not be able
to retrieve the data once you cancel the Order.
3. Click the Place My Order button to finish the Order and submit to Apple for processing. If the Role
youve been assigned for GSX access does not allow you to submit Orders without approval, this
Order will remain at a Pending Approval status until your GSX Administrator, or a user at your service
account with the proper Role, approves your Order.
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Stocking Order Confirmation

Your order is immediately submitted
to Apple for processing and you can
see final confirmation of your
submission. This page looks the same
as the previous, except none of the
fields are modifiable. It is
recommended that you print a copy
and save for your record.
Your Order is also assigned a
confirmation number. This number
displays after you have submitted
your Order to Apple. GSX assigns the
Confirmation number as an interim reference number until the Order hits the Apple system and is
assigned an Order number. The Confirmation number stays with the Order and is transmitted to Apple,
however it will not print on your invoice. The Confirmation number remains on file in GSX and is
searchable.
Tracking A Part That Has Been Shipped

1. From the Badge, Repair Activity section, choose the appropriate Shipped Complete repair type to
get to a list of repairs.
2. Click the repair number to get to the Repair Details screen for the specific repair you are inquiring
about.
3. Click the View Shipping button in the lower half of the screen.
Your shipping details are displayed.
How To Print Return Labels

1. From the Badge, Repair Activity section, click Parts Pending Return.
2. On the Return Search Results page, click the Select boxes on the far right of the page to select the
repairs for which you want labels.
3. Click Download Selected Return Labels.
Note: It is important to package and ship the iPhone back to Apple immediately.
If you select fewer than 20 repairs for which to print
labels, the labels will download to your desktop. If
you select more than 20, youll get a message and
they will appear in the Badge under Account
Activity to saying they are downloaded.
If you need duplicate return shipping labels, go to
the Returns section, Print Return Labels. Search for
the repair and print the appropriate duplicate label.
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Bulk Returns
When returning parts to Apple, users assigned the Can Register Bulk Returns privilege may select and
return parts either in the individual boxes supplied by Apple or by consolidating parts into an overpack
box. Service accounts must supply their own overpack box.
To view the Bulk Returns page, click on the View Bulk Returns link under the Returns section of the
badge. Information that appears includes the name of the ship-to account from which parts are being
returned, the parts that are being returned, and shipping details. To see available parts for other ship-to
accounts, select the appropriate location from the pop-up menu and click the Register for Return
button. The listing will refresh.
Creating a Bulk Return

Follow the steps below to create a Bulk Return for service parts:
1. Click on the Parts Pending Return link in the badge.
2. Select the parts that you will be returning and click the Register for
Return button.
3. The Bulk Returns page will appear and
include the ship-to account from which
the parts are being returned, the parts
selected for return, and shipping details.
After a return label has been printed, the status

will be updated in the Return Label Printed
column with a yes.
4. Parts can be registered for return

as follows:
All parts returned in individual

boxes supplied by Apple.
All individual boxes consolidated

into one or more overpack box(es).
A combination of overpack boxes

and individual Apple boxes.
27
5.
To consolidate individual boxes into an overpack box, click on the box next to the parts you wish to
return from the Parts for Return section, then click the Create Box button.
You can continue to add individual Apple boxes to the overpack box by selecting the individual
items and clicking the Add to Box button.
6. To create an additional overpack box, select parts from the list and click the Create Box button.
7. To search for a previous bulk return or to determine when a part was registered for return, select the
View Bulk Returns link to get to the Bulk Returns page, then click on the View Past Bulk Returns
link.
You can search for bulk
returns based on Ship-To
account, Part Number, PO,
Return Order Number,
Tracking Number and/or
Shipment Date.
Search results will be displayed based on the Shipment Date.
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Clicking on the
shipment date
link will show
details of the
bulk return.
For applicable countries, a .pdf copy of a Proforma label may be downloaded by clicking the Print
Proforma Label button. Additionally, the packing list can be reprinted from the Returns details.
8. The address to which parts must be returned appears on the Bulk Returns page. To complete the
registration, select the appropriate Carrier from the pop-up menu, enter the tracking number, and
specify the dimensions of the overpack box(es). A notes field is provided as an option.
Note: Bulk Returns will not notify the carrier for pickup. Check your Apple policy and programs
information for more details about how to contact your carrier.
The return can either be saved or confirmed. You can have only one open (saved) bulk return per
ship-to account at any time. If the return is saved, no other returns can be created for the same shipto account until the saved one is either cancelled or confirmed.
Clicking the Confirm Shipment button will register the parts in GSX and automatically download a
packing list to be supplied to the carrier. Apple recommends that you keep a copy for your records.
Return labels can be printed either before or after you have confirmed the shipment.
Any part that has not been received into the Apple warehouse will still be accessible from the Parts
Pending Return and Print Return Labels links in the badge and available to register in a Bulk Return.
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Printing Return Labels

If you need to print a new label to return a part, click on the Parts
Pending Return link in the Repair Activity section of the badge.
The Return Search Results page will appear with a list of all repairs with parts pending return. Check the
box under the heading titled Select for the repairs for which you wish to print a return label. Then click
the Download Selected Return Labels button.
If you select less than 20 repairs for which to download return labels, the labels will be downloaded
directly to your desktop. If you select more than 20 repairs, GSX will compile and compress the
download file and notify you of its availability with a message in the
badge.
Registering Parts from Print Return Labels Search

To register parts listed on the print return labels search results page, select the box on the part line and
click the Register for Return button. The Bulk Returns page will be displayed and you may proceed to
create a bulk return (see beginning of Bulk Returns section).
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Online Financials
GSX allows you to access all your financial information online. You can view your monthly statements
online and access invoices within the application.
Invoices Lookup
Locate invoices for download via the New Invoices link in the badge or search for invoices by clicking on
the Invoices Lookup link under Account Management. Invoices are available in GSX as a .xls formatted
spreadsheet and .pdf versions of complete printable invoices.
When a new invoice is generated, an alert link will appear in your badge (if you have been assigned to
the Role that allows you to view invoices). The alert link will indicate the number of new invoices that
have been generated. As invoices are generated, the number on the link will increase until you mark
those invoices as viewed.
To view new invoices from the badge link:
1. Click on the New Invoices link in the Badge.
2. GSX will display the Invoice Summary screen with only new invoices
that have not been marked as viewed.
When viewing the Invoice Summary List page from the New Invoices link
on the badge, GSX displays a box on the left of each invoice number.
1. Check this box then click Marked as Viewed at the bottom of the page to indicate that you have
reviewed the invoice.
31
2. Click Select All to check all the invoices on the list, including ones not displayed on the page you are
currently viewing.
3. Submit a billing escalation by clicking Billing Inquiry on the invoice line.
4. Click Download to download an .xls format spreadsheet of the invoices in your search results. The
spreadsheet will include all the invoices that were found in the search,
not just the invoices displayed on the page displayed.
5. Click on an invoice number to download a .pdf copy of the invoice.
6. Click on Download Results to a folder of .pdf files of all the selected
invoices. GSX will take a moment to compile the invoices if you select more than 20. Fewer than 20
will automatically download in a folder on your desktop. For more than 20, GSX will compile and
alert you in your badge when the download is ready.
7. Click Go Back to return to the GSX home page.
Invoice Lookup
You can also search for invoices using the Invoice Lookup search option. Click the
Invoice Lookup link under Account Management.
Statements Online
Use the Statements Online function to find and view monthly billing statements
generated for your service account.
Click on the Statements Online link under the Account Management heading.
1. Choose the statement period to view from the pop-up menu.
2. Click Find.
32
GSX displays your monthly billing statement directly below the search. You can perform an additional
search from this same page. GSX will save your billing statement for three months.
Daily statements are also available. A current aging statement is available throughout the month. When
the monthly cycle runs, the
daily statement resets.
Your statement includes
invoices generated during
the statement period. Any
Closed items include any
invoices paid or cleared
and payments received.
Contact Apple Accounts
Receivable with any
questions about your
statement.
Use the navigations at the
top and bottom of the
page to advance forward to
back.
Click on the invoice
number link to download
a .pdf copy of your invoice.
The number of days past
due is the number of days
from the statement date
that payment is due.
Negative numbers of days
mean that you have that number of days beyond the statement date until payment is due.
Billing Inquiry
Use the Billing Inquiry function to submit billing escalations to Apple. You must be assigned to a Role
that allows submission of Billing Inquiries to escalate issues. There are two places in GSX where you can
initiate a billing escalation:
Within an existing Repair
33
From the Invoice Summary List
Click Billing Inquiry on the

Repair or on the appropriate
invoice line on the Invoice
Summary List page.
Uploading supporting documentation

You may upload any supporting documentation related to your billing inquiry prior to submission. To
upload your documentation, follow these steps:
34
1. Save the
document you
will be uploading
as a .pdf file. Make
the title of the
document the
invoice number of
the repair being
escalated.
2. Click the Upload
button.
3. Select the
appropriate file to
upload.
4. Click the Upload button to send the file to Apple.
GSX automatically assigns a Case number and enters your name in the Contact Name fields to each
billing inquiry. You can change the Contact Name fields if someone else should be contacted with
regard to this inquiry.
1. Change the Contact Name fields if necessary.
2. Select the Billing Issue.
Billing Issue
Explanation for Use
AppleCare Coverage Issue
Billing escalations for Repairs that may have qualified for coverage with an AppleCare Protection Plan or other extended service agreement.
CS Code for Coverage
Repair coverage exception granted by Apple. When escalating provide an Apple

support case or escalation number and a Customer Satisfaction (CS) Code.
Incorrect Part Pricing
To dispute the price charged for a part. Provide documentation of what the correct price is believed to be.
Modules Not Received
Dispute regarding additional charges for defective (KBB) Modules not received on
time or at all for credit. Provide proof of return or other shipping documentation.
Shipping Charges
Dispute regarding shipping charges applied by Apple on your invoice.
Warranty Coverage Issue
Billing escalations for Repairs that may have qualified for coverage under a products initial One-Year Limited Warranty.
3. Enter the Previous Case number, if applicable.

4. Enter the Contact Phone Number in case Apple has questions about this issue.
5. Describe the reason for the billing escalation in the Billing Inquiry Details field.
6. Click the Submit button.
35
Billing Inquiry Submission Confirmation

Your billing inquiry is immediately submitted
to Apple for processing. GSX will display the
following confirmation message. Click Continue
to go back to the GSX home page.
Add to a Billing Inquiry Case
GSX allows you to add information or notes to a billing inquiry case after it has been submitted to Apple
for resolution. When you click on the case number from the Billing Inquiries List page, GSX displays the
case details with an additional Problem field. Previous comments entered by your account and by Apple
are displayed in the Case Comments field.
1. Enter any additional information required in the Problem field.
2. Click Send.
3. The comments that you add will be added to the Case Comments.
Billing Inquiry Lookup
Use the Billing Inquiry Lookup function to find and view billing escalations
that have been submitted for your service account.
Click on the Billing Inquiry Lookup link under the Search heading on the GSX
badge.
The Billing Inquiry Lookup search criteria page will display. On this page you
can define the parameters of your search. Search on information entered when
the inquiry was created or information relevant to the invoice. You can
combine values to narrow the search.
The service account number displayed at the top of the page is your sold-to
service account number. You can only search for billing inquiries for this account number.
1. Enter the Case number to locate a specific billing issue that you have opened.
2. Enter the Previous Case number to locate a billing issue that you may have opened as a follow-up to
a previous issue.
3. Choose the case status to locate only Pending or Closed billing inquiry cases.
4. Enter a Case Entered Date range in the From and To fields to find only billing inquiries created within
a certain time period.
5. Enter a Case Closed Date range in the From and To fields to find only billing inquiries closed by
Apple within a certain time period.
6. Enter the Contact First and Last Name to find only billing inquiry cases entered by a certain person.
Note that when you create a billing inquiry case, GSX defaults the Contact name to the person who
is logged in to GSX. However, that person can override and specify a different contact.
7. Enter the Purchase Order (PO) number to search for billing inquiry cases that include a specific PO
number. GSX allows you to use the same PO number for multiple Repairs. The PO number search will
display all billing inquiry cases for that PO number.
8. Enter the Repair number to locate only billing inquiry cases for a specific Repair.
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9. Enter the Order number to locate only billing inquiry cases for a specific Order.
10. Enter the Invoice number to locate only billing inquiry cases for a specific invoice. Note that each
Repair and Order, depending on the parts and shipment schedules, may have multiple invoices.
11. Enter an Invoice Date range in the From and To fields to find only billing inquiries for invoices
generated within a certain time period.
12. Click Find to initiate the search.
GSX will display the Billing Inquiries List page.
Billing Status
Status
Description
Assigned to Apple
Billing cases that have been read by an Apple representative.
Closed
Billing cases that have been resolved by Apple.
New Request
New billing issue that has not yet been read by Apple.
Pending Sold-To
Billing case for which Apple needs more information to resolve. Please read and respond to
these cases as soon as possible.
Billing Inquiries List

All billing inquiry cases that meet the search criteria that you enter on the Billing Inquiry Lookup page
will be displayed on this page.
To view any billing inquiry case, click on the Case number link. This will take you to a Billing Inquiry
page similar to the page where the original inquiry was entered.
Click on the Repair/Order number link to view the Repair or Order details page.
Click on the Invoice number link under to download a .pdf copy of the invoice. Each Repair may have
multiple invoices depending on the number of parts that were added to the Repair.
Click Acknowledge to indicate that you have read Apples response to your issue. Clicking this button
will remove this billing case from the alert message in your badge.
To download a file of all the billing inquiry cases that met your search criteria, click Download.
37
38
GSX FAQs and Troubleshooting Tips

How do I set up my Apple ID and log in to GSX?
Log in to GSX at http://gsx.apple.com with your Apple ID and
password. If you have forgotten your Apple ID or Password, click
Forgot Password or go to iForgot to retrieve this information.
Note: If you have access to more than one service account, be sure
to choose the appropriate one upon logging in to GSX. For
example, if you also have access to a Macintosh service account, be
sure to choose your iPhone service account when handling iPhone
repairs.
How do I get a Sold-to account number?

Your Sold-to number is your service account number and is assigned to you or your company when you
sign a Service provider contract with Apple.
How do I grant a User additional Ship-To access?

GSX allows you to customize user access by assigning each user a combination of individual privileges. If
the GSX pre-defined Roles do not meet the access needs of your users, you can supplement the Roles by
including any number of additional privileges for each user.
All levels of information access in GSX and the ability to use GSX functions are based on the Roles and
associated privileges described in the GSX Roles and Privileges function.
Note: Each user may be assigned to multiple Roles.
1. In the Account Management section, click Administer Access.
2. Enter the users name. Then,click the

green Find button.
3. Select Users new Ship-To Location. Each
user must also be associated with at least
one ship-to location. Available ship-to
locations are listed by account number
and address. Click Add.
4. Highlight and add additional Roles and
Locations as necessary.
Note: Each user may be assigned to multiple Roles and Ship-To Locations. Hold down the command
(Apple) key as you click on each Role or Ship-to Location to select more than one. Click Add to assign
the Role or the Ship-To Location. To remove a privilege from a users profile, highlight the Role or Ship-To
Location in the Assigned Role/ Ship-To Locations fields and click Remove.
39
7. Click Approve when you have selected the Roles and Ship-to Locations.
GSX will confirm that you have successfully added a new user or updated the Roles and or Ship-to
Locations for an existing user.
What are the escalation paths for parts ETA, lost shipments, and repair
cancellation?
You can check the estimated ship date of a part youre waiting for by going Repair Activity in the Badge,
then clicking in the repair type (Carry-In, Whole Unit Exchange etc.) When the list of repairs appears click
on the specific repair youre enquiring about and scroll down to the Parts section to see the Expected
Ship Date column.
If you need expedited assistance for part availability; you can fill out a GSX
Help Form. The form is located under Account Management on the GSX
homepage, and features a text box in which you can describe the issue. You
can expect a response within 24 hours, business days only. For GSX Billing
Inquiries you should expect a response within 2 business days.
1.
Click on GSX Help Form link.
The First Name, Last Name and Email address

fields are autofilled using the data from the
Apple ID that was used to log into GSX.
2. Enter the Business or School Name, Sold-to
Account number and Ship-to Account number.
40
3. From the Issue Category pop-up menu, select iPhone Carrier.
4. Enter the Issue Description.

5. Click Send Request.
41
Apple Inc.
2009 Apple Inc. All rights reserved.
All support offerings are subject to change or discontinuance without notice. Offerings as described may not be available in all countries/
regions or in all languages.
Apple, the Apple logo, iTunes, Mac, Macintosh, and Mac OS are trademarks of Apple Inc., registered in the U.S. and other countries. iPhone
and Safari are trademarks of Apple Inc. AppleCare is a service mark of Apple Inc., registered in the U.S. and other countries. Other company and product names mentioned herein may be trademarks of their respective companies.
Mention of third-party products is for informational purposes only and constitutes neither an endorsement nor a recommendation. Apple
assumes no responsibility with regard to the performance or use of these products. All understandings, agreements, or warranties, if any,
take place directly between the vendors and the prospective users. Every effort has been made to ensure that the information in this
document is accurate. Apple is not responsible for printing or clerical errors.
42

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iPhone

Carrier GSX Guide

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

iPhone Repair Service

GSX FAQs and Troubleshooting Tips

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Global Service Exchange

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

A unique alphanumeric identification for a product.

Order Lookup: Search for your Service Stocking Orders.

Invoice Lookup: View your current and past invoices.

Billing Inquiry Lookup: Find and view billing escalations.

GSX User Guide and Online Help

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Applying for Access to GSX

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

3. Assign the appropriate Role to the user by highlighting

Click on GSX Help Form link.

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

The First Name, Last Name and Email

3. From the Issue Category pop-up menu, select iPhone Carrier.

4. Enter the Issue Description.

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

iPhone Repair Service

Performing Carry-In Repairs

Step 1: Creating a New Carry-In Repair

Enter part numbers in the ###-#### format (such as 922-8137).

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Section 1: Coverage Information

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Step 2: Submitting the Carry-In Repair

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Print a Copy of the Carry-In Repair

Step 3: Completing Carry-In Repairs

Facilitating Whole Unit Exchange Repairs

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Step 1: Creating a new Whole Unit Exchange Repair

Enter part numbers in the ###-#### format (such as 922-8137).

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

Section 1: Coverage Information

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL

2. If you want to change the part, click the Change button.

iPhone Carrier GSX GuideUpdated May 3, 2009

APPLE NEED TO KNOW CONFIDENTIAL