Compliance Escalation Process (Therabody Team Only)Updated a year ago
The following steps are to be taken by THERABODY INTERNAL AGENTS ONLY
Once escalated, the Assigned CSR must take the following steps:
Step 1: Gather basic information about the complaint or injury, including customer details, nature of the issue, and any immediate concerns, such as:
- Description of the injury or defect
- Video/picture evidence of the injury
Details of the injury or device usage at the time: (e.g., using the cone for tech neck treatment, running the device for an hour with no breaks). Be sure to utilize the "Initial Response-Injury, Legal, Compensation" macro to request all necessary details, including:
- Therabody Order Number or proof of purchase (Retailer Confirmation Email, in-store receipt, or Amazon Invoice number)
- Purchase Date
- Device Model
- Photos/Videos of the Incident
- Email, First, and Last Name associated with your purchase
- Serial number or UDI number of your device (Attached Infographic)
- Current Shipping Address
- Phone Number
Step 2: After full review/ triage escalate the case using the Internal Note: Compliance Escalation (TB TEAM ONLY) macro, ensuring all relevant information is included. Follow the hierarchy for prioritizing reasons for escalation.
Ensure that all relevant information from the interaction is included. Aim to address the question: What? Why? When? Where? and to whom did it happen using details provided by the customer. If the customer mentions multiple reasons for escalating the case (such as Injury, Legal, Compensation, etc.), incorporate all reasons into the escalation. Prioritize based on the Escalation Priority Chart found Here
Please note: For injury cases where we have requested a description and proof of injury (Photo/Video), remember to snooze your case. If the required information is not provided in 24hrs, please request it once more. Ensure to personalize the template to inform the customer that we require proof of injury. If the requested evidence is not provided, continue the case as usual (DO NOT ESCALATE IT).
Step 3: Change the case status and disposition accordingly. Snooze the case to allow the compliance and leadership team to review.
Please note that these cases should not be closed without assistance.
Step 4: Once you have escalated the case, change the ownership to Robert Castaneda.
Do not engage further with the customer unless instructed by Robert Castaneda or the Compliance Team. Robert Castaneda will reassign cases back to the original reviewing CSR if necessary.
Note:
After completing all the steps and reassigning the case to Robert Castaneda, we should cease further engagement with the customer unless instructed by Robert Castaneda or the Compliance Team.
If Robert and/or the Compliance Team determine that you can proceed with the case after reviewing the escalation, the case will be reassigned back to you with instructions on how to proceed.