Information may not display correctly if using certain web browser types not recommended or supported by GM.

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Service Agent training for using the Global Warranty Management system is available. The person(s) responsible for WPC part returns should complete

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the “Parts Return” training module located.

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•

US Service Agent: GlobalConnect > Center of Learning > Resources > Training Reference Materials.
Canadian Service Agent: Learning Management System (LMS) at www.gmprocanada.com.

B. Using Global Warranty Management
The GWM system matches the Part Return Requests’ criteria with warranty transactions from performed repairs and administers part return flags on your
GWM Main page. All Part Return Requests are transmitted daily when the transactions are paid. “Special Part Return Requests” may not occur at the time of
the transaction payment.

•

Log in to GWM daily to check for and process part return requests.

Once a transaction has been “flagged” for Parts Return, it appears in the Notifications box in GWM awaiting Service Agent action.

C. Understanding Service Agent Notifications

The Notifications box in GWM main page has four color codes:

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Special Part Return Requests are in the ORANGE bar (U.S. only) and should be processed as urgently as possible

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Regular Parts requests in GREEN = WPC Part Return Request is 0-7 days old

•

Regular Parts request in YELLOW= WPC Part Return Request is 8-15 days old

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Regular Parts requests in RED = WPC Part Return Request is 16-21 days old

•

After 21 days the status will drop in to the Pending Debit status and will be debited within 24 hours if the part is not returned to the WPC. This is why it’s
very important to review the Part Return Notification boxes daily.

D. Accessing Service Agent Summary Details
There are two methods to retrieve part requests from GWM.
1.

Accessing Summary details through the GWM Notification box on the Main page

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Click on any number greater than 0 in the green in color, these are the new Parts Return or Document Return Requests that will need to be processed.

You will be brought to the Transaction Search Results screen which will display the involved transactions for your Service Agent. Clicking on the
transaction number link takes the user directly to the transaction detail for the part or document being requested.

In the transaction search results you will see the information for the warranty claim and the part or document being requested. Note the job card
number, the VIN and the part or document being requested.
By clicking on the “Net Item Labor Parts” tab, this will display the parts paid on the transaction. Return ALL parts listed except any fluids or chemicals. If
there are parts listed but unable to be returned (e.g. fluid only, part missing when vehicle came in, or labor only), you must submit a Parts Waiver Form
to your Warranty Support Specialist (1-866-446-2900).
If there are no parts listed, see the section in this bulletin that refers to “Document Only” requests. If the part(s) being requested are tires or ESC parts
and have already been sent back to the manufacturer or ESC, please contact WPC customer service at 248-371-9901

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In most cases fluids are not to be returned. If fluids are requested, the dealer would be advised via special instruction in advance of the repair.

Click on the “Transaction Detail” tab to obtain your shipping label and WPC documents.

Fill in the contact name of the person sending the part.

Click “Save and Print”

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A pop up box will come up to allow you to select the method of shipment based on the size, weight and hazmat status. See shipping instructions below
for various shipment options. NOTE: For Service Agents in Canada, items classified as “Dangerous Goods” should not be returned. All other
shipments are returned via the servicing PDC regardless of weight.

2.

You can also access your open part return requests through the “Prepare Parts Return” Tab on the main page of GWM.

From the “Prepare Parts Return” tab, click on: “Review Service Agent Open Parts Return Requests” link.
When the Service Agent Summary screen appears, look for numbers in the following categories:

•

Part Return Required

•

Part Return Requested

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•

Document Return Required

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Document Return Requested

You can shorten or lengthen the time span of the history view by clicking on the drop box next to the months. By clicking on the number in the column you can
access the Transaction Detail as you would through the GWM Notification box.

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(DM-CCSP).

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GWM parts request transaction label.

Important: This single page is the only page that must be printed from GWM and sent back with the part and the Job Card and its supporting documents.

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•

Cost Comparison Worksheet: To access the Cost Comparison Worksheet for Assembly Repair vs Replacement, Go to GlobalConnect, Service
Workbench, Service Forms, Scroll down to Engine / Propulsion System, Form(s), and click on "Cost Comparison Worksheet for Assembly Repair vs
Replacement”. This worksheet is required whenever a powertrain assembly is replaced.

E. Shipping of Parts and Safety Protocol
Safety is a foundational commitment to General Motors and is never to be compromised. Service Agents must follow the shipping and safety protocol in
accordance with federal regulations and the following sections.

F. Parts Preparation - Regular and Special Parts Requests Non - Hazardous Materials U.S. and Canada:
Please follow these guidelines when returning parts:

•

Clearly mark or circle with a paint pen the area of concern on the part such as a leak, crack, premature wear or defect. The area of defect should be
clearly marked and not defaced so the area of concern is easily identified.

•

The request being made is for the actual failed part, do not send a similar or new part.

•

Do not remove any pieces from the part being sent back.

•

Tag parts in an area that will not damage the part being sent back. For example: Do not wrap a metal tag wire around wiper blade inserts. Do not apply
tape around door seals. Do not stick moldings together.

•

All parts related to the repair procedure covered by the labor operation on the part return request should be returned together. For example, a transaction
for labor operation T5603, replace 8 injectors, would result in 8 injectors returned under one part return request.

•

All parts related to the specific labor operation being requested should be bundled together and shipped in one box.

•

Do not send multiple requests in the same box.

•

Ship each individual request in a separate box with its unique GWM Shipping label affixed on the top of the box and on one outward facing side. Include

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inside the package the GWM Parts Return "Shipping Label”, Job Card with technician comments, and other related documentation to allow parts to be
successfully routed and analyzed.

•

The Service Agent should highlight the Transaction Number and place the folded documentation in the plastic packing bag with the highlighted Transaction
Number facing outward. This process will assist the WPC in handling and crediting the Service Agent for returning the part in a timely manner. The bag
containing all documentation must be securely attached to the appropriate part. Plastic packing bags are available for the protection of the
documentation to be included with the parts, consisting of legible copies or hard copy of the Job Card and the WPC Request/shipping label). When
additional plastic bags are needed, U.S. Service Agents should complete the Material Request form: WPC005 and fax it to the WPC at (248) 371-9005
OR via e-mail to [email protected]. Refer to Form WPC005 at the end of this bulletin or on GM GlobalConnect.

•

Whenever possible, the container from the new/replacement part should be used for the return of the failed part. All previous labeling on the box should be
removed or covered prior to re-use. Leaving a prior shipping label exposed can cause errors in shipping.

•

Use only clean dry boxes to return parts - boxes that have absorbed oil or other fluids should not be used to return parts to the WPC. Be sure to package
parts to avoid damage during shipping - bubble wrap or other protective packing materials may be needed. Parts must not be shipped loose. It is
important that parts arrive at the WPC in the same condition that they were in when removed from the vehicle.

Engines
Engines that have been run or “hot tested” (i.e. had fuel in them) may be considered hazardous material or dangerous goods. Therefore, if the Service Agent is
contacted to return an engine, they should ensure the following preparation:

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Drain ALL FLUIDS

•

Transfer all shipping plugs from the service engine to the returning engines, or cover open cavities with tape.

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Lower the engine into a plastic bag to ensure capture of any residual fluid leakage, place a drainage mat onto the base of the original service engine
shipping container (box or pod), and place the bagged engine into the original service engine shipping container.

•

Bolt and strap the engine to the supporting pallet and cover with the appropriate lid.

•

Attach all corresponding documentation outlined above in the section titled preparing / packaging parts for shipping.

Note: Engines returned exactly in this manner, will NOT require any additional or special hazardous material packaging or labels (unless shipped by aircraft or
shipped in Canada). Reference: US DOT 49 CFR 173.220 and Transportation of Dangerous Goods Regulations, Schedule 1 (UN3166) and Schedule 2
(special Condition 96) (Canada).

G. Parts Preparation - Regular Parts Request Hazardous Materials: U.S. only
Please follow these guidelines when preparing to return hazardous parts:
Some common automotive hazardous material examples include items such as: air bags, seat belt pretensioners, brake boosters, compressed gas shocks
and lifts, batteries (including lithium ion and lithium metal batteries), paint, adhesives, solvents, and hazardous waste. (The list is not all inclusive, refer to 49
CFR Hazardous Material Regulations.)

•

Hazardous materials should never be sent by air transportation. Hazardous materials should only be shipped to the WPC using Central Transport.

•

Any hazardous material that is packaged or shipped improperly risks being delayed by the carrier.

•

Any Service Agent that ships hazardous materials incorrectly and/or violates 49 CFR requirements, is liable for civil penalties.

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Service Agents are not generally expected to purchase extra boxes, hazard class labels, markings, handling labels, etc. In most cases, the Service Agent
should simply save the boxes the new parts were shipped in, and use them to return the replaced parts to the WPC.

•

When opening a box intended to be reused, carefully cut the tape only, being careful not to cut or rip the cardboard. Be sure all required hazardous
material marking and labeling is intact. Ensure the package indicates the Shipping Name (For example: Safety devices or Articles, pressurized
pneumatic), UN number, Hazardous Class Label. (UN3268, Safety devices require UN specification packaging). In the event that the box is damaged
and can’t be reused, the Service Agent will need to acquire proper packaging. This can be done through a variety of online resources. For reference,
Labelmaster and Uline are available sources for proper packaging.

•

When packaging a UN specification box for shipment, please refer to the closure instructions on the box to properly close and seal the box as tested.

•

Do not cover or obscure hazard class labels, markings or other required handling labels with shipping labels or pouches.

•

Be sure all other non-needed labels are covered or removed.

Batteries

•

If the Service Agent is contacted to return a lead acid battery, all necessary packing materials will be shipped from the GM Warranty Parts Center (WPC)
within 5-7 days. Lead acid batteries may ONLY be returned using Central Transport.

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Important: Non-spillable lead acid batteries are considered non-hazardous for purposes of transportation and can be returned to the WPC through regular

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shipping procedures. However, if a Service Agent receives a WPC request to return this particular type of battery, the container must be clearly marked
"NON-SPILLABLE PER 49CFR 173.159(d)." At the present time, this is the ONLY battery which can be returned as a non-hazardous part for shipping
purposes. All other batteries must be returned as hazardous material. The non-spillable batteries are labeled accordingly, and can be returned using the
regular pre-paid UPS/ARS labels provided by the WPC.

Training and Certifications Hazmat
In the U.S., the WPC may request return of some items deemed hazardous materials. This section provides guidance for the shipment of air bags, seat belt
pretensioners and lead acid batteries only. The information contained herein is intended to assist Service Agents with the shipment of these commodities, and is
not intended to be a substitute for proper hazardous materials (Hazmat) training. This section is intended as a general source of information as of its date of
publication and is not meant as an endorsement or to substitute for the Service Agent’s own legal counsel's advice. GM undertakes no obligation to update this
information in the future. Service Agents must ensure all employees are properly trained, and employees must be certified in and refer to the federal Hazardous
Materials Regulations (HMR) at 49 CFR Parts 171 to 180 when shipping any hazardous material.

Common DOT Regulations
“A Hazmat employer shall ensure that each of its HazMat employees is trained in accordance with the requirements prescribed in this subchapter" as defined in:
49 CFR 172.702(a).
Hazmat Employer - "....a person who uses one or more of its employees in connection with transporting hazardous material in commerce; causing hazardous
material to be transported or shipped in commerce...." as defined in: 49 CFR 171.8
Hazmat Employee - "...a person who is employed by a HazMat employer and who in the course of employment directly affects hazardous material transportation
safety. The term includes an individual who during the course of employment may perform any of the following:

•

Loads, unloads or handles hazardous materials.

•

Manufactures, tests, reconditions, repairs, modifies, marks or otherwise represents containers, drums, or packaging as qualified for use in the
transportation of hazardous materials.

•

Prepares hazardous materials for transportation.

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Is responsible for safety of transporting hazardous materials.

•

Operates a vehicle used to transport hazardous materials, as defined in: 49 CFR 171.8

Emergency Response Phone Number
When shipping hazardous materials, every Service Agent must provide an emergency response phone number that is answered 24 hours/day, 7 days/week,
365 days/year. General Motors has established an account with InfoTrac @ 1-800-535-5053 for all GM Service Agents in the continental U.S. to ensure
compliance related to 49 CFR 172.604. The InfoTrac account number for GM dealerships is 98073. If a Service Agent has other arrangements and wishes to
opt out of the InfoTrac subscription, the Service Agent should notify InfoTrac via email to [email protected].
All Service Agents will be charged annually on their open account for this service.

Hazardous Materials Training Resources for Automotive Dealerships (not all - inclusive)
Hazmat School, http://www.hazmatschool.com/
DGI Training, www.dgitraining.com
HazmatU, www.hazmatu.org
Lion Technology, www.lion.com/hazmat-shipping-for-automotive-operations

H. Shipping Process for Non - Hazardous Parts: U.S. Only
1.

Access GWM by referring to the section above “Accessing Service Agent

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2.

After selecting the transaction for the part you are returning scroll down to the section “Part Return Status” and click on generate shipping label.

3.

Enter your contact name in the space provided.

4.

Click Save and Print.

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5.

A pop-up box will appear with Shipping Provider selections.
5.1. Choose the carrier based on the part specifications you are shipping to the WPC.
5.2. For all regular and special request non-hazmat parts that are under 150 lbs, the carrier will be UPS.
5.3. Select “Over 150 lbs” for all freight that is over 150 lbs or oversized packages (e.g windshield, complete exhaust, etc.); the carrier will be Central
Transport.

6.

7.

Under 150 lbs

•
•

After clicking under 150 lbs, the UPS GM Warranty Parts Center Screen will populate, enter the weight of the part(s) you are sending back.

•

If you are sending the parts back in more than one box, click “Add” and enter the request number in the space provided. This will ensure all packages
received will be properly processed to that transaction number. (In this case, please also clearly mark the outside of the boxes, 1 of 2, 2 of 2, etc.)

•

When all packages are entered, click “Process Shipment”. If you get an error message stating it is an invalid BAC because of a buy/sell or you are a
new dealer, please contact the WPC customer service at 248-371-9901 or email [email protected].

If you would like an email confirmation of your shipment with a tracking number (recommended), fill in your email address in the space provided and
check the box that says “Quantum View Delivery Notification.”

Over 150 lbs. (and oversized)

•

Click the Over 150 lbs link, and a Bill of Lading will populate from Central Transport. Fill in your Service Agent information in the “From: Shipper” area.

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•
•
•
•
8.

Enter the number of packages and a transaction number for each package.
The class will always be 85 for Non-Hazmat parts.
Fill in the weight of each part.

Call Central Transport to schedule a pick-up, the number is 586-497-1900 (it is also at the top of the BOL). Be sure to write down the pick-up number
provided.

•
•
•
•
9.

Leave the box marked “Collect” to ensure that the shipment is properly billed to GM.

If you need a lift gate you will need to request one at this time.
GM gives 21 days to return parts.
To make sure the parts being requested are delivered on time, please get them sent out within a few days of the request notification.
Notify WPC Customer Assistance at 248-371-9901 immediately if there are any carrier delays or problems.

When the carrier arrives, sign and date the BOL and have the driver do the same and make a copy for your records.

•
•

The driver will put a sticker on the BOL with a Pro number.

•

It is the Service Agents’ responsibility to track the package on the Central Transport website, before calling customer service with any receiving
concerns.

This is your tracking information to track the freight.

Generate Mass Shipping Label Feature

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•

In the event there is more than one transaction to ship, GWM has a Generate Mass Shipping Label feature that can be utilized to print more than one
WPC Label at a time.

•

Each part/transaction still needs to be sent in a separate box with its own label and paperwork.

1.

In the transaction search results screen put a check mark next to the transactions you wish to send back. Click on “Generate Mass Shipping Label.”

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2.

Put in your contact name. Click on “Save and Print.”

3.

A pop up box will populate with a Shipping provider choice for each transaction selected. You must create a label or bill of lading for each part
individually. Each part must be shipped individually.

I. Shipping Process for Non - Hazardous: Canada Only
Regular WPC warranty part return requests are shipped using a process similar to the process used for other Customer Care and Aftersales CCA Material
Returns.

•

Specific Warranty Material Return tags will be automatically generated for each WPC request at your Servicing Parts Distribution Center (PDC) and
shipped in the next parts tote.

•

Affix these Warranty Material tags to the outside of the package with the corresponding parts you are returning.

•

Time from initial WPC request appearing on Management GWM to Dealer’s receipt of WPC Material Return tags will be similar to transit times for other
Material Return tags.