This chart outlines a structured upgrade path to follow when a specific product is unavailable. It is designed to assist in making informed decisions regarding product substitutions based on predefined upgrade rules.

This chart outlines a structured upgrade path to follow when a specific product is unavailable. It is designed to assist in making informed decisions regarding product substitutions based on predefined upgrade rules.&#xA0;<table id="isPasted" style="margin-right: calc(27%); width: 73%;"><thead><tr><th style="width: 52.954%;">If Unavailable</th><th style="width: 46.8272%;">Upgrade To</th></tr></thead><tbody><tr><td style="width: 52.954%;">mini</td><td style="width: 46.8272%;">mini 2.0</td></tr><tr><td style="width: 52.954%;">mini 2.0</td><td style="width: 46.8272%;">Prime</td></tr><tr><td style="width: 52.954%;">Prime G4</td><td style="width: 46.8272%;">Elite G4</td></tr><tr><td style="width: 52.954%;">Elite G4</td><td style="width: 46.8272%;">G4 PRO</td></tr><tr><td style="width: 52.954%;">G4 PRO</td><td style="width: 46.8272%;">G5 PRO</td></tr><tr><td style="width: 52.954%;">Prime G4</td><td style="width: 46.8272%;">Prime 5th gen</td></tr><tr><td style="width: 52.954%;">Elite G4</td><td style="width: 46.8272%;">Elite 5th gen</td></tr><tr><td style="width: 52.954%;">Prime 5th gen</td><td style="width: 46.8272%;">Elite 5th gen</td></tr><tr><td style="width: 52.954%;">Elite 5th gen</td><td style="width: 46.8272%;">PRO 5th Gen</td></tr><tr><td style="width: 52.954%;">PRO 5th Gen</td><td style="width: 46.8272%;">PRO Plus</td></tr><tr><td style="width: 52.954%;">Relief</td><td style="width: 46.8272%;">Sense</td></tr><tr><td style="width: 52.954%;">Sense</td><td style="width: 46.8272%;">PRO Plus&#xA0;</td></tr></tbody></table>

Upgrade Path Chart for Product Substitutions

Warranty replacement requests for Therabody products require careful handling to ensure customer satisfaction and compliance with company policies. This guide outlines the steps involved in processing a warranty replacement request effectively. Step

Warranty replacement requests for Therabody products require careful handling to ensure customer satisfaction and compliance with company policies. This guide outlines the steps involved in processing a warranty replacement request effectively.&#xA0;Step 1: Verify Eligibility &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0;<ol start="1" type="1"><li>Verify Proof of Purchase: Verify that the device was&#xA0;purchased from <a href="//Therabody.com">Therabody.com</a> or one of its Authorized Retailer.</li><li>Check Warranty Coverage: Verify if the product is still within the warranty period.&#xA0;</li><li>Evaluate Product Condition: Inspect the product to determine if it qualifies for warranty replacement:<ul type="circle"><li>Ensure the product defect falls under warranty coverage (manufacturing defect, malfunction, etc.).</li><li>Confirm that the product has not been damaged due to misuse or negligence.</li><li>Assess if the product issue can be resolved by troubleshooting or if replacement is necessary.</li></ul></li></ol>Step 2: Gather Required Information<ol start="1" type="1"><li>Customer Details: Collect essential information from the customer:<ul type="circle"><li>Name</li><li>Contact Information (Email, Phone)</li><li>Order Number</li><li>Product Serial Number&#xA0;</li></ul></li><li>Description of Issue: Document the customer&apos;s description of the issue they are experiencing with the product. This information will help in diagnosing the problem and determining the appropriate resolution.</li></ol>Step 3: Determine Replacement Type<ol start="1" type="1"><li>Evaluate Options: Decide whether the issue warrants a replacement:<ul type="circle"><li>If the product defect is confirmed and cannot be repaired, proceed with a replacement.</li><li>Consider alternative solutions based on the nature of the issue and customer preferences.</li></ul></li></ol>Step 4: Initiate Replacement Process<ol start="1" type="1"><li>Generate Return Documents: Generate Return Merchandise Authorization (RMA) documents as well as the Return Shipping Label per the customer&#x2019;s Request. This helps in tracking and processing the return efficiently.</li><li>Communicate Return Instructions: Use the appropriate Warranty Claim Approved macro to provide clear instructions to the customer on how to proceed with the return. Be sure to attach the RMA and Return Shipping Label to the response email.</li></ol>Step 5: Close the Case: Ensure all documentation related to the return request is updated and closed in your customer service system.&#xA0;Things to consider:<ol><li>No Proof of Purchase:If Proof of Purchase (POP) or order validation is unavailable, for example, if the order was not made through Therabody.com, if the proof of purchase lacks a visible date, or if the device was received as a gift, an alternative method is available to validate the warranty using the Serial Number (SN) or Unique Device Identifier (UDI).<ul><li>Serial Number/UDI:The Serial Number or UDI of the device can be used to verify the warranty status and obtain information such as the manufacturing date. Depending on the device and model, the Serial Number or UDI format may vary:<ul><li>Example formats:<ul><li>203412345: 20 (Year of manufacture) + 34 (Week of manufacture) + 12345 (Device&apos;s unique number)</li><li>(10)2203(21)05801X: 22 (Year of manufacture) + 03 (Week of manufacture) + 052801X (Device&apos;s unique number)</li><li>(01)0084029541720(10) 2322(21)00210A: 20 (Year of manufacture) + 34 (Week of manufacture) + 12345 (Device&apos;s unique number)</li><li>2001-09085 (PowerDot): 20 (Year of manufacture) + 01 (Week of manufacture) + 09085 (Device&apos;s unique number)</li></ul></li></ul></li></ul></li><li>Out of box Defects:&#xA0;This refers to cases where a customer receives a brand-new device that is defective upon arrival.<ol><li>If troubleshooting fails, follow the process for warranty replacement. Process with a full package replacement</li></ol></li></ol><ol start="1" type="1"><ul type="circle"><ol start="2" type="1"><li>Apply the 3x rule: If a customer receives two defective units after one replacement, request approval to upgrade to the next device tier. ** Reference the&#xA0;<a href="https://agent-knowledgebase.gorgias.help/en-US/upgrade-path-chart-for-product-substitutions-544855">Upgrade Path Chart for Product Substitutions</a> article for clarity on which device to upgrade to &#xA0;</li></ol></ul></ol>&#xA0;

How to Process a Warranty Request

Overview: Customers may occasionally request changes to their shipping addresses after placing an order. It's important to understand the limitations and procedures involved in addressing such requests to ensure customer satisfaction. General Guideli

Overview: Customers may occasionally request changes to their shipping addresses after placing an order. It&apos;s important to understand the limitations and procedures involved in addressing such requests to ensure customer satisfaction.General Guidelines:<ul type="disc"><li>Minor Adjustments: We can accommodate minor adjustments to addresses post-order, such as correcting unit numbers, apartment numbers, street designations (e.g., Blvd, Avenue). These changes can typically be managed without canceling or rerouting the shipment.</li><li>Complete Address Change:If the customer requests a complete address change (e.g., different street, city, or state), we cannot directly modify the shipping label once the order is processed. In such cases, the options are:<ol start="1" type="1"><li>Attempt to Cancel Order: We may attempt to cancel the order if it hasn&apos;t entered the shipping process. This depends on the status of the order and feasibility with our fulfillment system.</li><li>Request Return to Sender: If the order has already been dispatched or cannot be canceled, we can request a return to sender from the carrier. Once the package returns to our facility, we can proceed with correcting the address and reshipping the order to the updated address.</li></ol></li></ul>Procedure for Address Change Requests:Step 1: Initial Assessment<ul type="disc"><li>When a customer requests an address change, assess whether it involves minor adjustments or a complete change.</li><li>Verify if the order has already been processed or shipped.</li></ul>Step 2: Minor Adjustments<ul type="disc"><li>If the change is minor (e.g., correcting a typo in the street name or adding an apartment number), update the information in our system and notify the shipping department to apply the adjustment.</li></ul>Step 3: Complete Address Change<ul type="disc"><li>For complete address changes, promptly communicate with the customer about the limitations.</li><li>Attempt to cancel the order if feasible. Provide clear instructions on next steps if cancellation is not possible.</li><li>If the order cannot be canceled, initiate a return to sender request with the carrier. Inform the customer of the return process and expected timelines.</li></ul>Step 4: Customer Communication<ul type="disc"><li>Keep the customer informed throughout the process.</li><li>Provide updates on the status of their request, including any actions taken (cancellation attempt, return to sender request).</li></ul>Important Notes:<ul type="disc"><li>Address changes should be handled swiftly to minimize delays and ensure customer satisfaction.</li><li>Clearly communicate the options available based on the order&apos;s status and our system capabilities.</li></ul>&#xA0;

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