Warranty (Replacement) Inquiries from Retail/Reset StoresUpdated a year ago

Overview:

Customers visiting Therabody Retail/Reset Stores seeking assistance with warranty replacements or reshipments for lost or missing goods can receive immediate support to ensure prompt resolution and customer satisfaction. This process outlines how Customer Service (CS) handles these requests when initiated by Retail/Reset Store representatives.

Procedure:

Step 1: Initiation of Request

• Retail/Reset stores will initiate requests via the proj-cx-retailstores Slack channel.
• Requests are made using a Jotform application specifically designed for warranty replacements and related assistance.

Step 2: Review and Validation

• CS reviews the Jotform submission and validates order information, including warranty periods and terms & conditions.
• For reshipments due to lost, stolen, or missing goods, ensure correct procedures were followed and documented approval exists if required.
• Validate eligibility for warranty replacements per Therabody’s standard operating procedures.

Step 3: Eligibility Confirmation

• If Replacement/Reshipment is Eligible:
  1. Retail/Reset Store provides replacement on the spot for full packages.
  2. If a defective unit needs return, create Return Merchandise Authorization (RMA) and Return Shipping Label:
     • Create RMA using Return Authorization type and corresponding Return Reason (add memo: "Replacement provided").
     • Generate Return Label using instructions from " How to Create Return Labels (FedEx Fulfillment)" article.
     • Post RMA and label details on Slack channel for Retail/Reset Store representative to facilitate return to TelAdvance warehouse.
  3. Create a new case with:
     • Subject: Retail/Reset Inquiry - Type of Request - Customer Name.
     • Description: Copy JotForm application information.
     • Post: Document actions taken.
  4. Disposition case and close it.
  5. Record details in Retail Stores - Tickets (Columns A to G).

Step 4: Ineligibility Notification

• If Replacement/Reshipment is Not Eligible:
  1. Inform Retail/Reset Store of customer's ineligibility for replacement/reshipment.
  2. Create a new case with:
     • Subject: Retail/Reset Inquiry - Type of Request - Customer Name.
     • Description: Copy JotForm application information.
     • Post: Explain actions taken.
  3. Educate customer on warranty Terms and Conditions 
  4. Disposition case and close it.
  5. Update details in Retail Stores - Tickets (Columns A to G).

Out of Stock (OOS) Replacements

• In cases where the customer requires a replacement, but the item is not available at the Retail/Reset Store:
  1. Notify the Retail/Reset store to collect the defective device for return.
     • Validate warranty eligibility per standard operating procedures.
  2. Directly ship the replacement from a Warehouse to the customer's verified shipping address.
     • Ensure accuracy of customer's shipping address before processing shipment.
  3. Follow Step 3 to complete the Retail/Reset Store return and document the case accordingly.