1. Accessing the Website
Go to the website: https://www.samsungb2bsvc.com
2. Creating an Account
New users must first create an account.
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Click on “Submit B2B Account.”
Fill in the required customer information.
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Click “Save.”
You will see a confirmation dialog box.
You will also receive an acknowledgement email.
You will then receive a registration result email with a “Set Password” button to create your initial password.
3. Signing In
Enter your email and password.
Click “Sign In.”
The system uses 2FA, so you will receive a passcode via email.
Enter the passcode to verify your identity.
4. Resetting Your Password
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If you forget your password, click on “Forgot Password.”
Enter your email.
Click “Send Reset Link.”
You will receive a passcode via email.
Enter the passcode.
Create a new password.
You will receive a confirmation email that your password has been changed.
5. Creating a New Case
Navigate to the “Case Management” menu.
Click the “New” button to create a new case.
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Step 1: Enter the case details, including BP(HQ) and store information.
If you cannot find the correct BP or CP, choose “I do not have it” and enter the information in the “Request Comment” section.
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Step 2: Add products to request a replacement.
Click the “Add” button.
Enter the product serial number.
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Click “Check.”
The system will show the model code, warranty information, production date, and purchase date.
Select the symptom, interaction history, and exchange options.
Attach any necessary files (BOS).
Click “Create.”
Repeat the “Add” process to add more products.
Once all products are added, click on “Request Approval.”
6. Checking Case Status
In the “Case List,” you can see the status of your cases.
For return tracking, you can set the status to “Pickup Requested” by selecting the “Pickup Request Date.”
Once the status is set, it will change to “Pickup Requested.”
Partner Agents (the people handling the warranty claim on Samsung’s end) can update the status to “In-Transit” or “Received” in Admin mode. You will see the updated status in your case list.
7. Force Update of Pickup Request Date
You can force update the Return Tracking Status to “Pickup Requested” unless the status is “Partially Completed” or “Completed.”
8. Approved Case
Once your case is approved, a 4K ticket number will appear in the product list.
You can still change the Return Tracking Status by selecting the “Pickup Request Date” in the Case List.
Case Basics
In the case creation UI, customers can select BP(HQ) and Store.
BP has already been assigned by Admin during approval process. So, customers can see assigned BP(HQ).
If customers cannot find BP(HQ) in the BP dropdown box, the customer should contact the general Samsung Support line for assistance in contacting Samsung B2B Support.
If customers would like to prevent some users in the BP(HQ) from seeing all tickets in the BP(HQ) the account Admin can set permissions in the User management panel.
When customers click the [Create] button, a new case will appear on the detail UI.
Customers can add products using [Add] button below case information.
Status is [PREPARE] that customers input the information for request.
Case Creation without BP(HQ) or CP(Store)
If customers couldn’t find proper BP or CP, customers choose ‘I do not have it’
Then the customer should input BP or CP information to Request Comment.
In approving process, Service Provider or Admin will create BP or CP, and assign the case to created BP or CP.
Select Product
Customer can open ‘Select Product’ UI using [Add] button below detail information.
Customer should input Serial Number and click [Check] button to register product.
After checking Serial Number, system will return model code, warranty information, production date, and purchase date.
Customers should select Symptom, Interaction History, and Exchange options.
Also, customers can attach BOS and files.
If customers click [Create] button, selected product will appear on the product information list.
Customers can get production information using Serial Number.
Using the Serial Number the exchange options will be set automatically. (For SVC Provider and Admin)
If the Serial Number has already been used in another ticket an error message will be shown.
Request Approval
After selecting all products in the claim, customers can request approval.