How can I raise a new warranty claim?
Embedded Files
The new warranty customer TAT is now 25 working days from the date of pick up till dispatch in all countries
From AO open customer Sudu account -> Warranty Claims and chose the item which you want to raise a new claim for it, fill the issue details at least 100 letters, warranty type and choose the address
If you need more help please submit your query here here
Low-value self-assisted will refund?
Low-value self-assisted will refund?
All self-assisted low value will send the SC details to the customer, refund is not applicable in this case
If you need more help please submit your query here here
Bulky item if self-assisted will proceed as self-assisted?
Bulky item if self-assisted will proceed as self-assisted?
Yes, all self-assisted we will proceed as self assisted
If you need more help please submit your query here here
How to check the warranty history?
How to check the warranty history?
By searching on Zendesk using the item number or the customer name
If you need more help please submit your query here here
What to do if the item is not showing on Sudu account?
What to do if the item is not showing on Sudu account?
We need to check if the warranty is expired or there is no warranty offer for the item, or there is no open warranty request for the same item
If you need more help please submit your query here here
How to create escalation child ticket?
How to create escalation child ticket?
In Zendesk claim status we will select repeat claim > 1st attempt > escalation claim or dispute claim > raise escalation ticket
If you need more help please submit your query here here
What are the questions we need to ask the customer for the repeated self-assisted?
What are the questions we need to ask the customer for the repeated self-assisted?
if his email address is correct? if he received our email? if the link for the SC list is working? and to ensure he contacted and reached out to the correct service centre as per the link
If you need more help please submit your query here here
What is the TAT for the refund?
What is the TAT for the refund?
Three working days
If you need more help please submit your query here here
How to refund goodwill to the customer?
How to refund goodwill to the customer?
We will use "Warranty Refund goodwill" form for any goodwill related to warranty and ensure the below:
Warranty service ticket to be solved under (refund validation) status
Refund child ticket to be added to the warranty service ticket
Parent ticket, item number, new warranty number and goodwill amount to be added to the warranty goodwill ticket
Assignee always will be (Unnikrishnan)
If you need more help please submit your query here here
What to do if the case is logistics assisted and the issue is written in Arabic?
What to do if the case is logistics assisted and the issue is written in Arabic?
The issue must be translated before assigning for pick up
If you need more help please submit your query here here
When to apply the macro pick and refund?
When to apply the macro pick and refund?
If the dashboard shows the action to be taken as "to be refunded"
If you need more help please submit your query here here
What is the repeated claim after service?
What is the repeated claim after service?
If the customer received the item with same issue within 30 days of RTC or if we received the item for the third time
If you need more help please submit your query here here
Logistics pick up remarks will change the claim status?
Logistics pick up remarks will change the claim status?
Yes, picked and handed over to AFS remarks will change the claim status
If you need more help please submit your query here here
What to do if I want to send an email to the customer and there is no macro in Zendesk?
What to do if I want to send an email to the customer and there is no macro in Zendesk?
Reach out to abdmohamed@noon.com to add the required template
If you need more help please submit your query here here
Page updated
Report abuse