• Warranty - seller responded attended "this will be applied after attending the seller's query"

• Warranty item ready for collection from seller/SC "this will be applied if seller/SC stated the item is ready"

• Warranty - customer responded attended "this will be applied after attending the customer's query"

• Warranty new manager call back request "this will be applied if the customer requested a manager call back "

• Warranty new manager call back attended "this will be applied after attending the manager call back request"

• CNR call back EN & AR "this will be applied if the customer was not reachable and it will not be applicable for the no answer in repeated claim and no answer in customer misuse"

• Callback needed " this will be applied by AFS/WH team if information is needed from the customer "

• Serviceability customer call back requested "this will be applied by the serviceability team if information is needed from the customer and the item is under service stage"

• Serviceability customer call back attended "this will be applied after getting the information from the customer that been requested in serviceability customer call back requested"

• Warranty new customer call back requested "this will be applied by CS team in case an urgent call back is required"

• Warranty new customer call back attended " this will be applied after attending the customer call requested in the macro warranty new customer call back requested

• Low-value refund _ NO SS "this will be applied for the self-service low-value cases only"

• Pick and refund "this will be applied for the to be refunded cases as shown on serviceability dashboard"

• Repeat_refund "this will be applied for the valid repeated claim at the time of pick up

• Auto-escalation ticket can be used for any claims before the AWB generation for all the repeated claims, and in scenarios wherein escalation ticket has to be created after the AWB generation we must create it manually

• (Validation required) status must be used by the classification team if The issue is not clear or missing

• Any repeated self-assisted we must call the customer for verification

• Repeated logistics assisted validation call (not applicable for all devices) we must ADVICE the customer to handover the item along with the accessories and the original box to proceed with the warranty claim and to make sure that the item is wrapped safely to avoid any damage during transit, And to remove any FMI/lock/password and backup all the data from the device. Also we will not be liable for any data loss, also to handover the warranty product only to the delivery associate,

• Repeated claim self-service, once we call the customer for verification we must ask the customer 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

• Once we verify that the customer received the email address and used the link correctly and the customer is insisted on pick up, we can proceed with pick up directly without raising an escalation ticket

• (invalid claim) status This will be used only if the claim turned out to be invalid at the validation stage (customer cancelled the claim, issues discerption that are not related to warranty "misuse, different specifications, missing parts"), after selecting this status the ticket must be solved manually to trigger the warranty resolution

• All the low-value claims we must apply the macro (low value refund_no SS)

• If we decided to pick up any item from the customer we must update the below information:

Contacted the customer:

Customer complaint about the item (in detail) -

Original box - Yes / No

Accessories - Yes / No

Customer address verified and updated - Yes / No

Email Address - Yes / No

Customer alternative contact number verified and updated - Yes / No

Educated the customer to remove the FMI, password, SIM card, screen protector, cover, ink

Edcuated the customer about the backup of the date

Verified with the customer if the item is free from any physical/liquid damage - Yes / No

Customer educated about warranty policy, TAT and proper packaging (And to hand over the warranty product only) - Yes / No

• If the item shows in the dashboard as " To be refunded", make sure to take a screenshot and APPLY the NEW macro " Pick and refund "

• For all goodwill refunds we must use the form "warranty goodwill form" and follow the below process:

1. Warranty service ticket to be solved under (refund validation) status

2. Refund child ticket to be added to the warranty service ticket

3. Parent ticket, item number, new warranty number and goodwill amount to be added to the warranty goodwill ticket

4. Assignee always will be (Unnikrishnan)

• While raising any pickup request, If the item mentioned in AO as a Bulky item make sure to choose the correct claim as it suppose to be BULKY ITEM CLAIM

• if the item is in the return window and you want the CST to contact CS to return it, please make sure to confirm if the item with the original box

• For any logistics ticket if the logistics remark shows cancelled, then AWB will be cancelled automatically and we won't be able to work on it anymore, hence a new claim has to be raised to proceed with the claim again

To read the full article please click here

• The cases must not be assigned to generate AWB if the issue description is not clear or missing

• Arabic issue description must be translated into English

• Extra seller claims we will not follow the dashboard all the new cases must be assigned under (Sarah Alsayeed) and the status will be (validation required) for IB team if the customer called then will share the same old process for Extra seller

• In all logistics-assisted cases, we must add the serviceability email from the dashboard while assigning for AWB generation, this will be found in (Serviceability) dashboard, a screenshot has to be taken from the dashboard

• The cases must not be assigned to generate AWB if the issue is not warranty related (missing part, misuse, different specification received) will exclude this point for the repeated claim, if not a repeated claim