Agent Knowledge Base

<table style="width: 100%;"><tbody><tr><td class="fr-highlighted fr-thick" style="width: 100%; background-color: rgb(209, 72, 65);"><strong id="isPasted">CRITICAL- PRIORITIZE AND ESCALATE IMMEDIATELY</strong>&#x202F;&#xA0;<br><strong><em>Agent must stop all work and escalate immediately and notify Supervisor</em></strong><em>&#x202F;&#xA0;</em></td></tr><tr><td class="fr-thick fr-highlighted" style="width: 100%; background-color: rgb(226, 80, 65);"><ul id="isPasted"><li><strong>Injury</strong>&#x202F;&#xA0;</li><li><strong>Legal</strong>&#x202F;&#xA0;</li><li><strong>Serious malfunction/defect</strong>&#xA0;<ul><li>Melted</li><li>Burned</li></ul></li></ul></td></tr></tbody></table><p><br></p><table style="width: 100%;"><tbody><tr><td style="width: 100%; background-color: rgb(251, 160, 38);"><strong id="isPasted">MODERATE-REVIEW AND ESCALATE</strong>&#x202F;&#xA0;<br><strong><em>Must be escalated within 24 hours</em></strong><em>&#x202F;&#xA0;</em><br></td></tr><tr><td style="width: 100%; background-color: rgb(251, 160, 38);"><ul id="isPasted"><li><strong>Compensation Requests for Personal belongings damaged by the product</strong>&#xA0;</li><li><strong>Request information regarding manufacturing material/Chemicals</strong>&#xA0;</li></ul></td></tr></tbody></table><p><br></p><table style="width: 100%;"><tbody><tr><td style="width: 100%; background-color: rgb(97, 189, 109);"><strong id="isPasted">LOW- NO ESCALATION NECESSARY</strong><strong>&#xA0;</strong><br><strong><em>Agent should follow up with Team Lead</em></strong><br></td></tr><tr><td style="width: 100%; background-color: rgb(97, 189, 109);"><ul id="isPasted"><li><strong>Warranty Abuse</strong><strong>&#x202F;&#x202F;</strong>&#x202F;&#xA0;</li><li><strong>Product Complaint</strong>&#x202F;&#xA0;</li></ul></td></tr></tbody></table>

Escalation Priority Chart

Process Guides

Escalations

Managing Customer Injury and Complaint Claim Escalations

We Value Your Feedback!

July 2024 Announcements

July

August 2024 Announcements

August

Announcements 📢

Serial Number Locations

Introduction & Unboxing Videos

Features & Benefits

Target Audiences & Use Cases

How to Use & Safety Precautions

Helpful Device Links

Product Support

TheraFace PRO

Introduction, Quick Start Guide & Unboxing Videos

TheraFace Mask

Beauty

Theragun Relief

Theragun Sense

Theragun mini

SmartGoggles

RecoveryTherm Cube

RecoveryTherm Back

Wellness

Theragun PRO Plus

How to Use & Safety Precautions copy

Theragun Elite

Theragun Prime

RecoveryAir

Wave Solo

Wave Duo

Wave Roller

Wave Series

TheraCup

RecoveryTherm Knee

RecoveryPulse

PowerDot

Performance

Products

Does Therabody offer Discounts?

What Payment Options does Therabody Offer?

General Questions

Macros

Menu & Views

Customer Profiles

Writing responses

Managing Availability

About Tickets

Snoozing Tickets

Merging Tickets

Internal Notes

Ticket menu

Viewing Ticket History

Ticket Workflow

Agent collision detection

Ticket Fields

Tickets

Identifying Chat Messages

Chat

Gorgias

How to Create an RMA

How to Cancel an Order

How to Check the Status of an Item Fulfillment (IF)

How to Create a Sales Order

How To Identify and Handle 3PL Errors

How to Locate an Order

How to Process a Credit Memo & Refund

Updating Shipment Locations

Tax Exemption Request

How to Confirm an Authorized Retailer

Netsuite

Creating an Ecomm Request (Leadership Only)

Creating an App Issues Request (Leadership Only)

Jira

Accessing eFactory for Order Status and Inventory Check

Amazon Returns Tracker Overview

Managing Returns in Seller Central

Standard Cases

Amazon

Accessing Moduslink Dashboard (Power BI)

Moduslink

FedEx Fulfillment

FedEx.com

FedEx

How to Track Packages via Europaket+

Europaket+

How to Obtain Proof of Delivery

Shipping Carriers

PowerDot App Version History

Therabody App Version History

Apps

System Guides

What is the Therabody Return Policy?

What is the Therabody Warranty Policy?

What is the Therabody Price Adjustment Policy?

Students & Teachers Discounts

Affiliate Discounts

Website Discounts

Military & First Responder Discounts

Events Discounts

What Types of Discounts does Therabody Offer?

Pricing & Discounts

Therabody Refurbished Device Insert Letter

Refurbished Devices Return Policy

Refurbished Devices Warranty Policy

Therabody Outlet

Policies

Fraud Management- Best Practices

Handling DCL Return to Sender Cases

United Airlines MileagePlus Partnership

Warehouse Distribution Charts

Distributing Discount Codes

Possible Fraud Ticket Types

Immediate Escalation to Therabody Leadership

Advice/Visibility Escalations

Compliance Escalation Process (Therabody Team Only)

Cases Requiring Escalation (Breakdown w/ Examples)

Cases That DO NOT Require Escalation

Upgrade Path Chart for Product Substitutions

How to Process a Warranty Request

Handling Customer Requests for Shipping Address Changes

Return to Sender Requests

How to Create a Return Label (EMEA)

How to Create Return Labels (FedEx.com)

How to Create Return Labels (FedEx Fulfillment)

How to Process a Return Request

Returns

Lost/Stolen Package Assistance Procedure

APO/FPO- Delayed Shipment

Handling Missing Goods Cases

Fulfillment Issues

Order Support

US & CA

EU, UK, ANZ

Lost In Transit: Claim Filing

Retail/Reset Store Escalations

Handling Retail/Reset Store Requests

Warranty (Replacement) Inquiries from Retail/Reset Stores

Return (Refund) Inquiries from Therabody Retail/Reset Stores

Retail/Reset Processes

Prime Day

July 2024

Back to School Sale

ANZ Father's Day Sale

August 2024

Deals & Promotions

Handling Customer Requests to change Billing Address

Order Management

Therabody Limited Warranty

How do I submit a warranty claim?

Thearbody Limited Warranty

What is Therabody's return policy?

How do I start a return?

The returns process after initiation.

How does Therabody define "like new" condition?

How do I start a return for a Therabody in-store purchase?

How do returns work with Affirm?

Return Policy

Escalation Priority ChartUpdated a year ago