How to Process a Warranty RequestUpdated a year ago

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 1: Verify Eligibility                                                                        

1. Verify Proof of Purchase: Verify that the device was purchased from Therabody.com or one of its Authorized Retailer.
2. Check Warranty Coverage: Verify if the product is still within the warranty period. 
3. Evaluate Product Condition: Inspect the product to determine if it qualifies for warranty replacement:
   • Ensure the product defect falls under warranty coverage (manufacturing defect, malfunction, etc.).
   • Confirm that the product has not been damaged due to misuse or negligence.
   • Assess if the product issue can be resolved by troubleshooting or if replacement is necessary.

Step 2: Gather Required Information

1. Customer Details: Collect essential information from the customer:
   • Name
   • Contact Information (Email, Phone)
   • Order Number
   • Product Serial Number 
2. Description of Issue: Document the customer's description of the issue they are experiencing with the product. This information will help in diagnosing the problem and determining the appropriate resolution.

Step 3: Determine Replacement Type

1. Evaluate Options: Decide whether the issue warrants a replacement:
   • If the product defect is confirmed and cannot be repaired, proceed with a replacement.
   • Consider alternative solutions based on the nature of the issue and customer preferences.

Step 4: Initiate Replacement Process

1. Generate Return Documents: Generate Return Merchandise Authorization (RMA) documents as well as the Return Shipping Label per the customer’s Request. This helps in tracking and processing the return efficiently.
2. 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.

Step 5: Close the Case: Ensure all documentation related to the return request is updated and closed in your customer service system.

Things to consider:

1. 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).
   • 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:
     • Example formats:
       • 203412345: 20 (Year of manufacture) + 34 (Week of manufacture) + 12345 (Device's unique number)
       • (10)2203(21)05801X: 22 (Year of manufacture) + 03 (Week of manufacture) + 052801X (Device's unique number)
       • (01)0084029541720(10) 2322(21)00210A: 20 (Year of manufacture) + 34 (Week of manufacture) + 12345 (Device's unique number)
       • 2001-09085 (PowerDot): 20 (Year of manufacture) + 01 (Week of manufacture) + 09085 (Device's unique number)
2. Out of box Defects: This refers to cases where a customer receives a brand-new device that is defective upon arrival.
   1. If troubleshooting fails, follow the process for warranty replacement. Process with a full package replacement

2. 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 Upgrade Path Chart for Product Substitutions article for clarity on which device to upgrade to