this period, if the Service Agent:
• Disagrees with the inspection findings (use Form
C in GlobalConnect Service Forms section):
• The Service Agent has 15 days from date of
feedback to submit a request for a review.
• The Service Agent can escalate the issue by
completing Form C and sending it to the
Regional Warranty Department.
• If the Service Agent does not request a review
of the feedback within the 15 days, on day 16
the part status will automatically be changed
to: Debited, and the total transaction amount
will be debited.
• Accepts the inspection findings:
• The Service Agent can request to have the
parts/components returned to them.
• The request must be made during the
15 day Pending Debit status.
• The Service Agent must provide the WPC
with the name of the shipping carrier and an
account number to charge the shipping cost.
Instructions on how to request the part back
can be found in the: Test Results - Comment
section of the transaction in GWM.
• If you would like your part returned, email
your request for return to
[email protected] and
include your GWM transaction number in the
subject line. Please contact us before you
make any shipping arrangements. Parts are
only returned if the claim is at debit status.
Unclaimed parts are sent to scrap 15 days
after the claim has been debited.
• If the Service Agent does not want the parts
returned to them:
• If the part has a core, the WPC will debit the
transaction minus the core amount, and the
core will be sent to the Core Center on the
16th day.
• If the part does not have a core, the part will be
scrapped on the 16th day.
• Debits for parts or documents not returned:
• The Service Agent has 15 days from the date
of the debit to request to have the part(s)
returned. The Service Agent must send an
email to: [email protected] for
the request to be accepted.
• The Service Agent must provide the WPC with
the name of the shipping carrier and an
account number to charge the shipping cost.
Instructions on how to request the part back
can be found in the: Test Results - Comment
section of the transaction in GWM.
Notice: Regional Warranty Personnel may change the
Pending Debit Status to Debited at any time.

Page 5

Appendix Global Warranty
Management, Shipping Protocol, Forms
and WPC Information
A. Global Warranty Management - System
Access
•
•

Service Agents must have access to GM
GlobalConnect to log in to the Global Warranty
Management (GWM) system.
Information may not display correctly if using
certain web browser types not recommended or
supported by GM.

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
U.S. Dealers: The notification box, on the main page,
will be added to reflect the following:
• Status Orange – Special Requests
• The green status color means the Required Parts
Return request was sent to the Service Agent. The
green status will remain for 3 days in GWM from
the date the request was sent to the Service
Agent.
• On the 4th day, after the Required Parts Return
request was sent to the Service Agent, the status
will show “Pending Debit” if the required parts/
documents have still not been received by the
WPC. This is a reminder the Service Agent must
return the parts/documents so the WPC receives
them within the 21 day period required by GM
policy.
• After the 21st day, the transaction will be debited
accordingly.

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August, 2019

Bulletin No.: 99-00-89-019R

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

4069862

The Notifications box in GWM main page has four color
codes:
• Special Part Return Requests are in the ORANGE
bar (U.S. only) and should be processed as
urgently.
• Regular Parts requests in GREEN = WPC Part
Return Request is 0-3 days old.
• Regular Parts request in YELLOW = WPC Part
Return Request will have an over lapse with Red
on 4th day.
• Regular Parts requests in RED = WPC Part
Return Request is 4-21 days old.
• After 21 days the status will drop in to the Pending
Debit status and the claim will be debited by WPC.
This is why it’s very important to review the Part
Return Notification boxes daily.
Canada Dealers: In Canada, the Notifications box in
GWM main page has four color codes:
• Special Part Return Requests are in the ORANGE
bar (U.S. only)
• 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
• 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.

4069896

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.

4069933

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.

Bulletin No.: 99-00-89-019R

August, 2019

Page 7

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.

4070005

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

4070109

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

4070125

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

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August, 2019

Bulletin No.: 99-00-89-019R

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.

4070198

Click “Save and Print”

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

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Note: When printing out the WPC shipping label, the
label might indicate that the part is not hazardous as
shown in the display picture. That indicator is based on
a new or unused part. Any part that comes in contact
with flammable liquid (i.e. fuel) is considered a
hazardous material. Please review the shipping label
carefully before any part is shipped.
Example: If a fuel line received from the parts
warehouse is considered new and unused, it is not
considered a hazmat material. However, if the
same part has been installed in a vehicle and has
been in contact with a flammable liquid (i.e. fuel), it
is now considered a hazardous material and
should be shipped under the 49 CFR Hazardous
Material Regulations and sent via central transport
(US Dealers).
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

4070369

•
•
•
•

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
Document Return Required
Document Return Requested

Bulletin No.: 99-00-89-019R

August, 2019

4056870

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.
• (DM-CCSP).

4070380

• 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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August, 2019

Bulletin No.: 99-00-89-019R

4070387

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.
Identity Confidentiality of Consumers
• Consumer personal data/information privacy is
very important to the company and our customers.
When sending supporting documents to the
Warranty Parts Center such as transaction
documents, all information containing customer
personal data is to be handled in accordance with
all applicable privacy laws, rules, and regulations,
Consumer Privacy Law, Employee Privacy and
Employer Compliance, Health Insurance
Portability Accountability Act and
Gramm-Leach-Bliley Act Privacy and Security.
• To help with the privacy of customer personal
data, dealers will not provide customer personal
data information in the transaction documents
including but without limitation to:
Name
Street/Mailing Address
Date of Birth
Social Security Number
Credit/Debit Card Information
Contact Information
• Customer personal data can be removed from
transaction documents several ways: using
appropriate colored markers and applying it over
the data, cutting out the information from
transaction documents, and any other appropriate
methods applicable.
• The 1998 Identity Theft and Assumption
Deterrence Act, which amended Title 18, U.S.
Code, Section 1028 to make it a federal crime to
“knowingly transfer or use, without lawful authority,
a means of identification of another person with
the intent to commit, or to aid or abet, any unlawful

activity that constitutes a violation of federal law,
or that constitutes a felony under any applicable
state or local law.”
Source: https://www.ovc.gov/pubs/ID_theft/
idtheftlaws.html

F. Parts Preparation - Regular and Special
Parts Requests Non - Hazardous Materials U.S.
and Canada:
Note: When printing out the WPC shipping label, the
label might indicate that it is not hazardous. That
indicator is based on a new or unused part. Any part
that comes in contact with flammable liquid (i.e. fuel) is
considered a hazardous material.
Example: If a fuel line received from the parts
warehouse is considered new and unused, it is not
considered a hazmat material. However, if the same
part has been installed in a vehicle and has been in
contact with a flammable liquid (i.e. fuel), it is now
considered a hazardous material and should be
shipped under the 49 CFR Hazardous Material
Regulations and sent via central transport (US
Dealers).
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.
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.

Bulletin No.: 99-00-89-019R
•

•

•
•
•

•

•

•

August, 2019

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 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.

Page 11

Engines
Engines that have been run or “hot tested” (i.e. had fuel
in them) are considered hazardous material or
dangerous goods. Therefore, if the Service Agent is
contacted to return an engine, they should ensure the
following preparation:
• Drain ALL FLUIDS
• Transfer all shipping plugs from the service engine
to the returning engines, or cover open cavities
with tape.
• 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